Return & Refund Policy

Stand out with Class! This is a journey we support our customers and partner with them to achieve. Like what we offer to our unique customers to stand out from the crowd, we also try to stand out by offering you, not only premium products, but also an excellent shopping experience. Your satisfaction is our ultimate goal. That is why we offer free shipping, returns and refunds. Please read the conditions below carefully and do not hesitate to contact us if you have any questions.

1. Retail Sales

Shipping & Delivery Policy:

Cost of shipping:

We ship worldwide with two of the best shipping companies in the world, DHL Express, FedEx or Swiss Post, FREE of charge.

Duration of delivery:

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 3–6 weeks for sending the product unless otherwise mentioned on the product page (Fast Production 8 working days or 3 working days). These products are specified as “MERRIMIUM” “MERRIMIUM MTO”, "MERRIMIUM MTOD", MERRIMIUM MTOE" and "MERRIMIUM LE" on the product pages. Some of the customization and artisan methods, such as Patina Finishing, are time-consuming handmade activities. If you order those customizations, the delivery time might be exceeded slightly.

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” on the products pages.

Moreover, we accept special orders on some of the RTU products, such as painting your picture by hand or Pyrography (burning a picture by hand). The delivery of these arts depends on the complexity of the task and the availability of our handpicked artist partners around the world. Please contact us to provide an approximate delivery time.

Time of delivery:

Our courier providers deliver between 9am-5pm, Monday to Friday, excluding weekends and public holidays. Please note that by FedEx delivery signature at delivery is mandatory.

Size Exchange Policy:

Your satisfaction is our goal. If you receive a shoe that does not fit you, we do accept a size exchange. You have 15 days from the date you receive your order to return the product. Before sending back your product please contact us through the form below or email customer.service@merrimium.com for the instructions and return authorization code. Please do not send back any item to our warehouse without an authorization code as we cannot accept it. Please note and observe the following conditions:

The shoes should be unused and in the exact condition that you received them. No visible sign of wear or scuff on the upper or sole of the shoe. We recommend testing the fit and comfort of your shoes on the carpeted area or an area that does not make any impact on the sole and wearing it for normal use when you are completely satisfied with them.
The product should be sent back with the original packaging. For example, shoes should include the original box, dust bags and any other item delivered with it.
You should pay for the return shipping cost, but we will gladly cover the shipping cost of the new size. When sending a product back to us, please consider using a traceable shipping service or purchasing shipping insurance. Obviously, we cannot be responsible for the lost packages. Please use the original or similar protective packaging. Unfortunately, we cannot accept damaged products.

Refund Policy:

We are pleased to inform you that we offer a full refund in case you are not fully satisfied with our product. No questions will be asked. Items that are written in the bullet points below can not be refunded. You have 15 days from the date you receive your order to return the product. Before sending back your product please contact us through the form below or email customer.service@merrimium.com for the instructions and return authorization code. Please do not send back any item to our warehouse without an authorization code as we cannot accept it. Please note and observe the following conditions:

  • The product should be unused and in the same exact condition that you received it with all labels still attached. No visible sign of wear or scuff on the upper or sole of the shoe; no visible creases, scratches or stretch marks on the belts, bags etc.
  • The product should be sent back with the original packaging. For example, shoes should include original box, dust bags and any other item delivered with them.
    Items that are bought fully or partially with gift cards will only be refunded by in-store credits.
  • Items with embroidered or engraved initials are not eligible for a refund as they are personalized for you.
  • Products that are made to order (Made-To-Order) are not eligible for a refund. These products are specified as “MERRIMIUM”, "MERRIMIUM MTOE" or "MERRIMIUM MTOD" on the product page. Whether you order a pre-designed model or customize it yourself, it cannot be refunded as it will be exclusively produced for you.
  • Gift cards and vouchers are non-refundable.

The customer should pay for the refunded shipping cost. Please consider using a traceable shipping service or purchasing shipping insurance. Obviously, we cannot be responsible for the lost packages. Please use the original or similar protective packaging. Unfortunately, we cannot accept damaged products.

Sale items or purchases made with promotion / voucher codes will be refunded with in-store credit only.

Please note that all our products are handmade, small tiny changes or imperfections are natural as a characteristic of a handmade product.

We perform a strict quality check before sending your order. However, if in rare cases there is a manufacturing defect, we will try our best to compensate you. You may receive a refund or exchange. Please contact us through the form below or email customer.service@merrimium.com for further instructions and assistance.

Acceptance of refunded products is subjected to the approval of our experts. Once the refunded item is received and inspected by our experts, we will send you a notification email about the result. If the refund complies with the above-mentioned refund policies after inspection, your refund process will be done to the original method of payment. We will start the refund process immediately, but the refund duration depends on your bank and your Credit Card Company.

Items that do not meet our refund policy after performing inspection will be kept for 15 days in our warehouse to be collected or will be shipped back at the expense of the customer.

Customs tax & duties:

We ship the product from the Euro zone and Switzerland. Each country has different regulations regarding import tax and duties. The customer is responsible for any customs clearance, duties and import taxes required by the customs agency of his/her country except in the European Union and Switzerland

If the product is returned to us due to a failure to pay customs or duties, you will be charged all related costs 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 $100, we will refund you $250. If purchased products are made to order (Made-To-Order) no money will be refunded as the product is exclusively produced for you. These products are specified as “MERRIMIUM”, “MERRIMIUM MTO” or "MERRIMIUM MTOD" on the product page. Moreover, items with embroidered or engraved initials are not eligible for any refund as they are personalized for you. By purchasing products from us, you understand that tax and duties may be required to import the products into your destination country.

Colors:

We have made every effort to display as accurately as possible the colors of our products that appear on the website. However, as the actual colors you see will depend on your monitor, we cannot guarantee that your monitor's display of any color will accurately reflect the color of the product on the purchase. In the case of using the 3D Design tool, the color of the produced product cannot be exactly the same as the 3D model.

2. Wholesale

Shipping & Delivery Policy:

Cost of shipping:

Customer shall pay for shipping cost.

Duration of delivery:

The production takes 4 to 8 weeks. The shipping time depends on the type of shipment agreed with customer. The duration of air shipping is approximately 1 week. Please note that customs administration in destination country is responsibility of the buyer and can impact delivery time. 

Refund and exchange policy:

Once the order is confirmed, it cannot be canceled or refunded.

We do a strict quality check. In case the product has a defect, it will be exchanged after going through our exchange process. The customer shall contact our customer service before sending the product back. Before sending back your product, please contact us through the form below or send an email to customer.service@merrimium.com for the instructions and return authorization code. Please do not send back any item to our warehouse without an authorization code as we cannot accept it

Acceptance of refunded products is subject to the approval of our expert. Once the refunded item is received and inspected by our experts, we will send you a notification email about the result of it. If the refund complies with above-mentioned refund policies after inspection, your refund process will be done to the original method of payment. We will start the refund process immediately but the refund duration depends on your bank and your Credit Card Company.

Customs tax and Duties:

Buyers outside of the European Union and Switzerland are responsible for paying Taxes and Duties based on the destination country. If the product is returned to us due to a failure to pay customs or duties, the package will be kept in our warehouse for one month for the buyer to arrange delivery. The buyer is also legally liable to pay for the expenses that occurred. In any case, no refund is accepted.

If you have further questions, please do not hesitate to contact us at customer.service@merrimium.com or use the form below.

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