Return & Refund Policy

Stand out With Class! This is a journey we support our customers along and partner with them to achieve. Like what we offer to our unique customers for standing out from the crowd, we try also 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, return and refund. Please read the below conditions carefully and do not hesitate to contact us if you have any questions.

Shipping & Delivery Policy:

Cost of shipping:

We ship worldwide with two of the best shipping companies in the world, DHL Express 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 4-6 weeks for sending the product unless otherwise mentioned in the product page (Fast Production 8 working days). These products are specified with “MERRIMIUM” “MERRIMIUM MTO”, "MERRIMIUM MTOD", MERRIMIUM MTOE" and "MERRIMIUM LE" in 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” in 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 availability of our handpicked artist partners around the world. Please contact us for providing approximate delivery time.

Time of delivery:

Our courier providers deliver between 9am-5pm, Monday to Friday excluding weekends and public holidays.

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 question will be asked. Items that are written in the below bullet points 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 send an email to customer.service@merrimium.com for the instruction and return authorization code. Please do not send back any item to our warehouse without 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, scratch 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 it.
  • Items that are bought fully or partially with gift cards, will be only 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 customized (Made-To-Order) are not eligible for a refund. These products are specified as “MERRIMIUM MTO” 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 refund 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 product are handmade, small tiny changes or imperfections are natural as a characteristic of a handmade product.

We perform 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 send an email to customer.service@merrimium.com for further instruction and assistant.

Acceptance of refunded products is subjected 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.

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.

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 send an email to customer.service@merrimium.com for the instruction and return authorization code. Please do not send back any item to our warehouse without 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 to test 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.

Customs tax & duties:

We ship the product from Euro zone and Switzerland. Each country has different regulation 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 European Union, Canada and Switzerland. Each country has different regulations regarding taxes and duties.

If the product is returned to us due to a failure to pay customs or duties, you will be charged all related 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 100$, we will refund you 250$. In case purchased products are customized (Made-To-Order) no money will be refunded as the product is exclusively produced for you. These products are specified as “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.

Colours:

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

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

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