FAQs

To ensure delivery of your order by December 24 of the current year, please follow the shipping guidelines provided below.

Europe Free Ground Shipping: Order by December 11

U.S. 2nd Day Air: Order by December 4

International Shipping: Order by December 4

*We cannot guarantee these dates if there are issues with payment, or if shipping or billing information is not inputted correctly and additional checks need to be made. We cannot guarantee timely delivery if the parcel goes through formal clearance and is delayed due to customs processing or duties payment. Due to high order volumes during sale periods and holidays, please allow 3-5 business days to process your order.

If you are not satisfied with your purchase, you may return it according to our Returns Policy. You can return full price orders within 14 days of the delivery date. Please visit the appropriate return portal below and follow the prompts to receive a pre-paid shipping label.

Click here for our European Union Returns Portal

Click here for our International Returns Portal

Orders cannot be modified once they have been successfully submitted. Beauty products and customized items are considered final sale and cannot be canceled. Occasionally, if an item has yet to be dispatched, it may be canceled. Please contact Customer Care at clients@merlenne.com or +359 888 731 628 Monday – Friday from 9am – 6pm GMT+1.

Please allow up to 14 business days for your refund to be processed once it is canceled.

At this time, we do not accept exchanges. If you need a different color, item, or size, we recommend ordering the desired size while it is still in stock and processing a return for your original order in accordance with our Returns Policy. 

At checkout, you can apply any gift cards or discount codes you may have.

Sign up for our email newsletter and enjoy 10% off your first order with your personalized, one-time use code. To receive your code, sign up for our newsletter. Welcome offer valid exclusively online at merlenne.com through 11:59pm on December 31 of the current year. Offer is reserved for email subscribers and may not be redeemed more than once. Offer is reserved for first-time customers and account holders, and may not be redeemed more than once per user. To redeem, customer must be logged in as an account holder on merlenne.com.

You can view our Size Guide here.

We frequently restock our popular styles. To be notified by email, please select an out-of-stock size, fill in your email in the provided field and press ,,send“.No reservations allowed – please note that restocked items are sold on a first-come, first served basis.

Merlenne accepts the following payment methods: Visa, MasterCard, American Express and PayPal.

Yes, please ask for that in the comments below the order.

Your card will be charged at the time of purchase.

If you have a gift card, you can apply the code at checkout.

Please be advised our repair policy was updated on 8/5/2023.

All items are quality controlled and checked for faults before they are shipped to customers. Should you receive an item that is not in perfect condition, please contact customer care within 14 days of receiving the item.

Merlenne offers a repair service for its products purchased from merlenne.com and any Merlenne boutique or retailer up to one year from the date of purchase. If within this period you detect a fault, we will assess the issue and repair the product without charge. Please note that this policy does not cover normal wear and tear, misuse or theft. For items purchased more than one year ago, we offer repairs for a fee based on an assessment of the repair request. All repair requests must include original proof of purchase.

To get your repair send an email to clients@merlenne.com  For repair requests sent to clients@merlenne.com  we will notify you to ship the item once the assessment is complete. We recommend that you insure and track your shipment, as we are not liable for missing shipments. Once the repair is complete, we will ship the repaired product back to you.

Any products purchased from a Merlenne authorized retailer must be returned to the store where the item was purchased. The original proof of purchase is required for all repairs. Merlenne does not provide a repair service for products purchased through unauthorized retailers.

At Merlenne, we strive to provide our customers with the highest quality product. In order to guarantee the quality of the repairs, please kindly note that Merlenne handles repairs exclusively in-house by our artisans in our dedicated workshops. Repairs may take up to 12 weeks due to the delicate nature of our products, and we thank you for your patience.

Merlenne offers a repair service for its products purchased from merlenne.com and any Merlenne boutique up to one year from the date of purchase. If damage arises within this period, we will repair the product without charge and return it to you. Please note this policy does not cover normal wear and tear, misuse, or theft. For handbags and small leather goods purchased more than one year ago, we offer repairs for a fee based on an assessment of the repair request.

Need help? Email us at clients@merlenne.com or +359 888 731 628 Monday – Friday from 9am – 6pm GMT+1