To start a return, please visit merlettenyc.loopreturns.com and enter your Order Confirmation number (Example: #1234WEB) and email address.
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.
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.
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.
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.
Merlette has partnered with Route—a package protection and tracking solution—to give our customers the best possible delivery experience. Route provides low-cost shipping protection to protect your package in the event that it gets lost, stolen, or damaged while in transit. If you experienced an issue with your order (lost, stolen or damaged in transit), please file a claim with Route’s team here. Merlette is not responsible for lost or stolen packages if you choose to remove Route from your order. For more information about Route, click here!
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 accept 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.
Merlette has partnered with Route—a package protection and tracking solution—to give our customers the best possible delivery experience. Route provides low-cost shipping protection to protect your package in the event that it gets lost, stolen, or damaged while in transit. If you experienced an issue with your order (lost, stolen or damaged in transit), please file a claim with Route’s team here. Merlette is not responsible for lost or stolen packages if you choose to remove Route from your order. For more information about Route, click here!
What is Route?
Route is a third-party insurance company that acts as package protection on behalf of Merlette. Route charges a small fee at checkout to ensure that if your package is lost, stolen, or damaged in transit, you will get a replacement or refund.
Merlette is not responsible for lost or stolen packages if you choose to remove Route from your order. For more information about Route, click here.
How does Route work?
If your Route-protected order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-5 business days from filing.
When should I file a claim?
Marked As Delivered (Stolen): Claims will be reviewed no earlier than 5 calendar days and no later than 15 calendar days from when it was marked delivered. Please note, some order issues may require a police report to be filed.
Stuck In Transit (Lost): For domestic orders, claims will be reviewed no earlier than 2 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date. For international orders, claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date.
Damaged: Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 15 calendar days from when it was marked delivered.
All of Route’s policies are listed here
How do I file a claim for my lost, damaged, or stolen order?
If you insured your order with Route at checkout, you will receive a confirmation email from Route with a link to file a shipping issue.
You can also file a shipping issue on Route’s app or via the web here. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.
