FAQ

SIZING & FIT

How do I know my size in Merlette?

We aim to achieve a sense of ease and freedom in our clothes, and this is reflected in the fit. Our styles are intended to be loose fitting, yet true to size. Each style on our site has measurements by size as well as our global size chart for reference. If you would like personal assistance in choosing your size, please reach out to us at customercare@merlettenyc.com, and we would be happy to help you!

Size Chart
XS XS-S S-M M-L L-XL XL
US 0 2 - 4 4 - 6 8 10 12
UK 6 8 10 12 14 16
ITALY 38 40 42 44 46 48
FRANCE 34 36 38 40 42 44
GERMANY 32 34 36 38 40 42
AUSTRALIA 6 8 10 12 14 16

SHIPPING

PLEASE NOTE: Our warehouse is operating with reduced staff so we are experiencing some delays in processing shipments and returns. Please reach out to hello@merlettenyc.com if you have questions about your order or return.

What shipping options are offered?

We are pleased to offer complimentary ground shipping within the US. We also offer overnight delivery via FedEx Standard Overnight for a flat rate of $35. International orders are charged a flat rate of $40 via FedEx International.

When can I expect to receive my order?

Domestic orders shipped via US Priority Mail (complimentary) will arrive between 3-8 business days. Orders placed Monday - Friday before 1:00pm EST will ship out the following business day. Orders placed Saturday and Sunday will ship out the following Monday (excluding holidays). Shipping charges are not refundable.

Domestic orders shipped via FedEx Ground (complimentary) will arrive between 3-7 business days, depending on the time the order is placed. 

Domestic orders shipped via FedEx Standard Overnight ($35 flat rate) will arrive between 1-2 business days, depending on the time the order is placed. Orders placed Monday - Friday before 1:00pm EST will ship out the same day and arrive the next business day. If your Overnight Order is placed after 1:00pm EST Monday - Friday, it will ship out the following business day. Orders placed Saturday and Sunday will ship out the following Monday and arrive on Tuesday (excluding holidays). Shipping charges are not refundable.

Merlette ships globally via FedEx International or Fedex International Ground for Canada. Orders will be shipped for a flat rate of $40 and should arrive within 3-8 business days. Please note we cannot accept International returns.

Additional Notes on International Shipments:

The International shipping flat rate does not include duties or taxes. Depending on the value of your order you may be liable to pay duties. Please check with your local customs office.
Merlette does not ship to freight forwarding addresses. All orders placed using freight forwarding addresses will be cancelled immediately.

*Please note that we cannot except returns on International orders.

When will I receive tracking for my order?

You will receive a tracking number with your shipping confirmation email, which will arrive to you the next business day after the order is place. With the tracking number, you can track your package's journey to you. Have a question about your order? Email us at hello@merlettenyc.com.

How much duties and taxes will I have to pay?

Prices on the site do not include any taxes or duties. If you are shipping within the USA, sales tax will only be charged on orders shipped within New York state.
If you are shipping internationally, we currently ship all items Delivery Duty Unpaid (DDU). Once your order is shipped, the carrier will bill you directly to pay all import duties, customs and local sales taxes levied by the country you are shipping to. Please check with your local customs office for details. Merlette is not responsible for duties, customs or local taxes for orders shipped outside of the USA.

What if my order is incorrect or arrives damaged?

We will take appropriate steps to rectify any issues with damaged or incorrect orders. Please contact us at hello@merlettenyc.com with pictures and a description of the fault within three business days of receiving your package. If your item needs to be repaired, replaced, or refunded, we will provide you with free return shipping.

EXCHANGES AND RETURNS

Do you accept exchanges?

Yes, we have extended the window to accept exchanges for regular price items purchased within the US to be within 14 days of receipt of order. If you have an eligible item that you would like to exchange, please email hello@merlettenyc.com and you will be issued an Return Authorization number and complete instructions. Items purchase on sale are not eligible for exchange.

What is your return policy?

Merlette accepts returns in the US only, now within 14 days of receipt of the order, provided a Return Authorization has been granted. Items shipped outside of the US are not eligible to be returned at this time.

Any item purchased on sale is a final sale and is not eligible for return or refund.

To arrange for a return of an eligible item:

1. Email hello@merlettenyc.com with the order number, item you wish to return and reason for the request within 7 days of receipt of your order.
2. Once reviewed, you will receive a Return Authorization number and shipping label.

Please ensure items are unworn, unwashed and in the same condition they were received with the hangtag intact and sent in the original packaging.

Merlette is unable to accept returns that are requested beyond 7 days from the receipt of order.

If my return request is approved how and when will I receive my refund?

Once your eligible return is received and inspected, we will send you an email to notify you that we have received your returned item. If the returned item is in acceptable condition in accordance with the return criteria stated above, your refund will be approved. Should the return not match the qualifying criteria, the refund will be rejected. Once approved, the refund will be processed and a credit will automatically be applied to your original method of payment. Please note it may take up to 7 business days to reflect on your account.

How does pre-order work?

Merlette offers the chance to pre-order select items that are not yet available. To purchase an item on pre-order, select your item and add it to the cart just like a regular order. These items are produced to order, especially for you. Pre-order offers you a chance to reserve and purchase items before they are live on the site. They will ship at a later date, stated within the item description.

When will payment be processed on a pre-order?

Your payment will be processed in full at the time of check out.

How will I know when my item is shipping?

The delivery dates are stated in the item description. You will receive an email once your order has shipped with tracking information.
If you have placed a pre-order together with a regular order, you might be liable for additional shipping costs on international orders only.

Can I cancel or change a pre-order if I change my mind?

Unfortunately, since we produce to order, you will not be able to cancel or change your pre-order after the order has been placed.
If the item arrives later than the dates stated, you will be eligible for a store credit.

Do you accept returns on pre-orders?

We do not accept returns on pre-orders as they have been produced specifically for you.

If you have any additional questions on our policies or need assistance, please email us at customercare@merlettenyc.com