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.

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.

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.

US SHIPPING

We are pleased to offer complimentary shipping within the US via FedEx Ground. Orders are processed within 1-3 business days and are expected to arrive between 3-7 business days once shipped. Due to shipping delays, we recommend that any orders needed within 5 business days to be placed with express shipping.

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 customerservice@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.

We offer expedited delivery via FedEx for a flat rate of $40. Express orders shipped will arrive within 1-2 business days if placed before 12pm EST Monday - Friday. 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 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.

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.