FAQ

SIZING & FIT

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 S M L XL XXL
US 0-2 4-6 8-10 10-12 14-16 16-18
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


US SHIPPING

We are pleased to offer complimentary ground shipping within the US. Domestic orders shipped via FedEx Ground will arrive between 3-7 business days.

We also offer expedited delivery via FedEx for a flat rate of $40. Expedited orders shipped via FedEx will arrive the within 1-3 business days if placed before 12pm EST Monday - Friday.

If your Expedited Order is received after 12pm EST Monday - Friday, it will arrive in 2-3 business days. Orders placed Saturday and Sunday will ship out the following Monday (excluding holidays).

Merlette does not ship to freight forwarding addresses or mailing centers. All orders placed using freight forwarding addresses or mailing centers will be cancelled immediately.

Shipping charges are not refundable. If you are shipping within the US, sales tax will only be charged on orders shipped within New York state.

You will receive a tracking number with your shipping confirmation email. With the tracking number, you can follow your package's journey to you.

Have a question about your order? Email us at customercare@merlettenyc.com.


INTERNATIONAL SHIPPING

Merlette ships globally via FedEx International. Orders will be shipped for a flat rate of $40 and arrive within 3-8 business days.

The International shipping flat rate does not include duties or taxes. 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.

Merlette does not ship to freight forwarding addresses or mailing centers. All orders placed using freight forwarding addresses or mailing centers will be cancelled immediately.

Please note that we cannot accept returns on International orders.

Have a question about your order? Email us at customercare@merlettenyc.com.

RETURNS

Merlette accepts returns on full price items only, within 14 days of receipt of the order, provided a Returns 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 FINAL SALE and is not eligible for return or refund.

EXCHANGES

We do not offer exchanges at this time. If you would like to exchange an item, please process a return for your order and place a new order for your preferred item.

TO ARRANGE FOR A RETURN OF AN ELIGIBLE ITEM:

To start a return, please visit merlettenyc.loopreturns.com and enter your Order Confirmation number (Example: #1234WEB) and email address.

Please ensure your item(s) is unworn, unwashed and in the same condition it was received in, with the hangtag intact. Merlette is unable to accept returns that are requested beyond 14 days from the receipt of the order. Once your eligible return is received and inspected, we will send 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 and you may be charged a restocking fee.

Once approved, the refund will be processed and a merchandise credit will automatically be applied to your original method of payment. Please note, it may take up to 7-10 business days for your banking institution to process the refund.

If your order arrives to you damaged, we will take appropriate steps to rectify any issues with damaged or incorrect orders. Please contact us at customercare@merlettenyc.com with pictures and a description of the damage within 3 business days of receiving your package. If your item needs to be repaired, replaced, or refunded, we will provide you with free return shipping.

CANCEL OR MODIFY AN ORDER

If you wish to cancel or modify your order, please contact us within 1 hour of placing the order via e-mail to customercare@merlettenyc.com.

Once your order starts being processed, we will no longer be able to cancel or modify it.

Merlette reserves the right to refuse or cancel orders for any or no reason.

PREORDER

Merlette offers the chance to Preorder select items from an upcoming season ahead of their arrival. This gives you the opportunity to reserve and purchase your preferred size and style ahead of time. To purchase an item on Preorder, select your item and add it to the cart just like a regular order. The Preorder styles will be noted in the item description and on the purchase button when you add to cart. Your payment will be processed in full at the time of check out.

Your order will ship within the date range stated in the item description. If the estimated delivery date changes, you will be notified via email with an update. Once you order ships will receive an email once your order has shipped with tracking information. Your order will ship once the last preorder item in the order has arrived, unless otherwise requested to customercare@merlettenyc.com. If you have placed a Preorder together with an in stock item order, you might be liable for additional shipping costs on international orders only. 

PRICE ADJUSTMENTS

We offer a one-time price adjustment on items purchased at full-price that have been marked down within 5 days of purchase. Items not purchased at full price are ineligible for price adjustments. We cannot adjust any orders purchased with promotion codes or other discounts.

CUSTOMER CARE

If you have any additional questions on our policies or need assistance, please email us at customercare@merlettenyc.com. Customer Care is available Monday - Friday, 10AM EST - 5PM EST. All inquiries received will be responded to within 72 hours.

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