Account

account
Why do I have to create an account if I want to order?

We like to make it as easy as possible for you. By creating an account you provide us with the information we need to process the order for you and send it to you.

As soon as you have an account, you can order even easier and faster next time.

We keep track of all orders placed for you in your account. You can also easily register a return from your account if you are not completely satisfied.

I have forgotten my password: what should I do?

Don't worry, that can happen. Request a new password on this page.

Didn't receive an email to reset your password? Send us an email to [email protected] Then an employee will solve it together with you.

I want to add a new address to my account: how do I do this?

Log in to your account, on this page.

-> Choose 'Addresses' on the left side of the page

Here you can change your billing address, change the shipping address or add a new address.

Orders

orders
Can I change my order?

Unfortunately, after you have paid for your order, you can no longer change it, because we are already working on this. Place a new order if you want to add products.

Do you want to cancel? You can return your order to us after you have received it. Register the return online with us at return.bymerrachi.com.

I have not received an order confirmation: what should I do?

First check your spam folder or junk e-mail, sometimes the confirmation ends up there.

Can't find the confirmation there either? Send us an email to [email protected] from the email address you used to order. Then we will find out for you and you will still receive the order confirmation.

My received item is damaged: what should I do?

How awful. The item may have been damaged in transit. You can return the item to us free of charge. Register the return online with us at return.bymerrachi.com. Take a clear photo of the damage and add it, then we'll look at what's going on with you. We will contact you to solve this neatly together.

Shipping

shipping
Can I change my address after the order has been placed?

You cannot change the address after the order has been placed, because we are already working on it. We can no longer change the address, because we automatically pass on the data to the carrier.

You will receive the Track & Trace information via the email address you entered. Use that information to pick up the package as soon as it's delivered or change the delivery address to a pick-up point.

Can't pick up the package at the address you provided? Send us an e-mail to [email protected], and we will look at it together and look for a solution.

Can I track my order with Track & Trace?

Yes, as soon as we transfer your order to the carrier you will receive an email with the Track & Trace code.

Please note that the carrier must process the order first. After the carrier has received your order, you can normally track your order from the next working day. Does the Track & Trace code still not work? Please try again the next working day.

When do I receive my order?

As soon as you have placed your order, we will get to work. We transfer your order to the carrier, who delivers the package to you. The delivery time is normally a maximum of 7 working days.

As soon as we transfer your order to the carrier, you will receive an email with the Track & Trace code.

Please note that the carrier must process the order first. After the carrier has received your order, you can normally track your order from the next working day. Does the Track & Trace code still not work? Please try again the next working day.

My order would have been delivered, but I have not received anything: what should I do?

Your order may have been delivered to your neighbors. Check if a note has been left in the mailbox with the delivery information. Some delivery drivers no longer leave a note. Therefore, also check the Track & Trace code that you have received by e-mail to find out where your order is.

Is the package not with the neighbors, but can you see via the Track & Trace code that the package should have been delivered? It is possible that the delivery person has unsubscribed but has not yet delivered.
Has it not been delivered the next day? Send us an e-mail to [email protected] and an employee will take a look with you.

I have received the wrong product: what should I do?

Oops! That's not helpful of us.

You can return the item to us free of charge. Register the return online with us at return.bymerrachi.com. We will contact you to solve this neatly together.

Tip: first remove the product from the packaging, if you have not already done so. We ship some products in dark packaging. You may have received the right product, even if it doesn't look like it in the packaging.

Returns

returns
Until when can I return my product?

You can return your order up to 14 days after the delivery date.

Return your order to us unworn, undamaged and with the labels attached. Ask the carrier for a return slip and keep the Track & Trace code until we have received and processed your return.

How quickly do I get my money back if I return an order?

As soon as we have received your return, we will immediately start working on it. You will receive the paid amount back on your account within 5 working days.

I have not received a return form: what should I do?

No problem, register your return online with us at return.bymerrachi.com. There you will find all the information you need. You will receive a return label from us that you can stick on the package to send it to the carrier.

Can I exchange my item?

Unfortunately, you cannot exchange a received item.

Return the item to us and you will receive your money back. You can place a new order to still receive the item you want.

What are your return conditions?
  • You can return your order within 14 days of the delivery date
  • Return your order unworn, undamaged and with the labels attached. We will refuse damaged and/or used items and return them to you. We cannot then transfer the paid amount back to you.
  • You send your return at your own risk. Preferably use the original packaging. Otherwise, always make sure you have a sturdy packaging that you close properly.
  • Ask the carrier for a return slip and keep the Track & Trace code until we have received and processed your return. We cannot investigate any missing returns without a Track & Trace code. We cannot then transfer the paid amount back to you.

Products & sizes

products-sizes
My scarf deviates from the specified size: how is that possible?

Each scarf is a unique product, so each one can have a different size. Our scarves vary a maximum of 5 centimeters in length and width. Is the scarf you received more different and do you want a different one? Register the return online with us at return.bymerrachi.com. Then order a new scarf. Unfortunately, we cannot exchange your order for you in any other way.

The product I want to buy is out of stock: when will the product be available again?

Many of our products prove to be very popular. Enter your email address on the product page. Then you will automatically receive an e-mail when the product is back in stock and you have the first chance to order.

Payment

payment
Which payment methods can I use?

You can pay with:

    • Creditcard (VISA, Mastercard en American Express)
    • iDeal (ABN AMRO, ING, Rabobank, ASN Bank, bunq, Handelsbanken, Knab, Regiobank, Revolut, SNS Bank, Triodos en Van Lanschot).
    • Klarna Pay Later
    • Bancontact
    • PayPal
    • SOFORT Banking
I accidentally paid twice: what should I do?

That can happen, no problem. Our payment processor Mollie automatically sees that you have paid twice. The overpaid amount will automatically be refunded to your account.

Check with your bank whether you have automatically received the overpaid amount back. This can take up to 5 working days. Have you not yet received the amount of 5 working days back? Send us an email to [email protected] Then we look together at what is going on and we solve it for you.

I have returned an item but have not received the money back: what should I do?

As soon as we have received and processed the item, we will transfer the amount to you within 5 working days. Tip: you will receive the refund from our payment processor Mollie.

Have you chosen Klarna Pay Later for your order? Check whether the amount has been refunded or that it has been deducted from the amount still to be paid.

I have chosen Klarna Pay Later, but have already paid: what should I do?

If you opt for Klarna Pay Later (pay afterwards) you enter into a payment obligation with Klarna. Contact Klarna to find out what's going on and solve it together. Here you will find Klarna's contact details: contact us.

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Items
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