SHIPPING & RETURNS  

START A RETURN

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

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.

If you believe you received a garment with a mislabeled size, please reach out to customercare@merlettenyc.com for a replacement size.

RETURN POLICY

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.

All orders placed on and after July 1, 2023 will incur a $15 USD deduction to cover the restocking and returns shipping fee.

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, once your return has been delivered, it may take up to 7-10 business days 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.

US SHIPPING

We are pleased to offer complimentary shipping within the US via FedEx Ground Economy. Orders are processed within 1-3 business days and are expected to arrive between 3-7 business days once shipped. Additionally, we offer expedited delivery via FedEx. Express orders will arrive within 1-2 business days and 2-day service will arrive in 2 business days if placed before 12pm EST Monday - Friday.

To ensure the safety of your delivery, all orders over $1000 will now be automatically shipped with a signature required. If you wish to receive your package without requiring a signature, please notify us within one hour of placing your order by emailing customercare@merlettenyc.com. Any packages over $1000 that are lost, stolen or delivered to the wrong address will be the customer’s responsibility, including filing a claim with the carrier. Merlette will not be held responsible for missing packages without a required signature.

For lost or missing packages, please notify Merlette within 72 hours of delivery. Any package reported missing after 72 hours will be the responsibility of the customer. It is the customer’s responsibility to track their package with the tracking number provided. If the customer will not be home to receive the package please email customercare@merlettenyc.com and request signature required shipping.

If your Express Order is received after 12pm EST Monday - Friday, it will arrive in 3 business days.

Orders placed Saturday and Sunday will be processed the following Monday (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.

INTERNATIONAL SHIPPING

Merlette ships globally through DHL Express. The estimated delivery duration will be calculated based on the destination. International shipping can take anywhere from 2-10 days.

The International shipping flat rate does not include duties and taxes. Enjoy the convenience of Delivery Duty Paid for all international shipments, where duties and taxes are paid upfront by the customer during checkout.

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 canceled 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.

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.