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 checkout.
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 your order has shipped, you will receive an email 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.
Depending on the status of your order, it may be possible to cancel an item or change it to a different size. Please note, we’re unable to combine or add an item to an existing 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 may no longer be able to cancel or modify it.
If an order is flagged with fraudulent characteristics or there is an issue with payment, your order may be canceled. Merlette reserves the right to refuse or cancel orders at their discretion.
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.
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. Please be aware that items which have been damaged as a result of normal wear and tear, by accident, or your own misuse, will not be considered faulty.
We offer a flexible returns policy to make your online shopping experience even easier. We do monitor the number of returns made by customers and continued returns in breach of our terms and conditions will be flagged and may, at our discretion, lead to the closure of your Merlettenyc.com account and/or future orders being refused.
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.
