Frequently Asked Questions
Shipping & Delivery
What countries do you ship to?
We ship worldwide with two of the best shipping companies in the world, DHL Express or SwissPost FREE of charge.
How long will my order take to be delivered?
The duration of delivery depends on the type of product. We offer Ready To Use (RTU) and Made To Order (MTO).
MTO products are handcrafted exclusively for you and are not made in advance. Once the production is finished, we will ship it immediately. Please allow approximately 4-6 weeks for shipment. We have also a fast line production. These shoes are ready to be shipped within 8 working days. Please note the production time that are mentioned in each product page.
RTU products are made in advance. Hence, we will ship it immediately. Regular shipping time is 3 to 4 days, depending on the location and the customs of your country. These products are specified with “MERRIMIUM RTU” in the products pages.
Exchange & Refund
Do you accept a refund?
Yes, we accept refund with some exceptions. Please read our Return and Refund policy for conditions and exceptions.
Do you accept size exchange?
Your satisfaction is our goal. If you receive a shoe that does not fit you, we do accept a size exchange. Please read our Return and Refund policy for conditions and exceptions.
Do I have to pay for the return shipping costs?
Yes, you should pay for the shipping costs of returning products, unless otherwise stated. In the case of exchange due to the fitting issue, we will gladly cover the shipping cost of the new size.
If you are shipping back an item, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
How can I modify my order?
For Ready To Use (RTU) products, you may modify your order before shipment. Please contact us at support@merrimium.com or via the form below to investigate your case.
For Made To Order (MTO) products, as the shoe will be handcrafted exclusively for you, the modification is only possible before sending the order for production. Please note that to expedite delivery to our customer some orders are automatically sent for production. Please contact us at support@merrimium.com or via the form below to review your case individually.
We will try our best to support you.
Payment
What forms of payment do you accept?
Payment can be made by credit card - Visa, MasterCard, American Express, Diners club and Discover. You can also choose to pay with PayPal.
Do I need an account to make a purchase at Merrimium.com?
No. An account is not required, you may check out as a guest user.
Are my card details safe on your site?
We use Stripe® and PayPal as payment processors. Your credit card data is safely transmitted to our processor gateway using an encrypted SSL connection.
PayPal and Stripe are two of the most valued payment processors worldwide. Their servers are fully PCI compliant and are managed by industry-leaders security experts.
Should I pay for customs tax and duties?
Yes. We ship the product from Euro zone and Switzerland. Each country has different regulation regarding import tax and duties. You are responsible to pay any custom clearance, tax and duties required by the customs agency of your country except in European Union, Canada and Switzerland.
If the product is returned to us due to a failure to pay customs or duties, you will be charged all cost of shipping and refunded the remaining amount. As an example, if you purchase a pair of shoes for $350 and the shipping expense for sending and returning the shoes to us is CHF 40, we will refund you CHF 310. By purchasing products from us you understand that tax and duties may be required to import the products into your destination country.
How can I contact you?
For general inquiries please contact customer.service@merrimium.com or by using the form below.