SHIPPING & RETURNS  

PLEASE NOTE: Due to COVID-19 our warehouse is operating with reduced staff so we are experiencing some delays in processing shipments and returns. Please reach out to to customercare@merlettenyc.com if you have questions about your order or return.

US SHIPPING

We are pleased to offer complimentary shipping within the US via FedEx Ground, which are received between 3-7 business days.

We also offer overnight delivery via FedEx Standard Overnight for a flat rate of $40. Overnight orders shipped via FedEx Standard Overnight will arrive the next business day if placed before 12pm EST Monday - Friday. 

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

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, which will arrive to you the next business day after the order is placed. 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.

 *Free expedited shipping is available for domestic orders over $500. Preorder items are not eligible. Valid through May 25, 2021 10:00am EST.

INTERNATIONAL SHIPPING

Merlette ships globally via FedEx International. Orders will be shipped for a flat rate of $40 and should 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. All orders placed using freight forwarding addresses will be cancelled immediately.

Please note that we cannot except returns on International orders.

You will receive a tracking number with your shipping confirmation email, which will arrive to you the next business day after the order is placed. 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.

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.

TO ARRANGE FOR A RETURN OF AN ELIGIBLE ITEM:

  1. Email customercare@merlettenyc.com with the order number, item(s) you wish to return and reason for the request within 14 days of receipt of your order. Customer Care is available Monday - Friday, 10AM EDT - 5PM EDT. All return requests received outside of these hours will be processed the next business day.
  2. Once reviewed, you will receive a Return Authorization number and shipping label.
  3. 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 14 days from the receipt of order.

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 7-10 business days to reflect on your account.

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.

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 EDT - 5PM EDT. All inquiries received outside of these hours will be processed the next business day.