Returns

MERRACHI pieces have been crafted with care and we hope you love them as much as we do. Nevertheless, if you are not fully satisfied with your purchase, you have 14 days from the delivery date to initiate a return. Please know that we do not offer exchanges at this time and that online orders cannot be returned in one of the MERRACHI stores.

 

How to Initiate a Return

Filling out the return form

To initiate a return, please fill out our Return Form. Be sure to include your order number and the reason for your return.

Preparing your package

Carefully package the items you are returning along with the packing slip that was included in the original shipment. To ensure smooth processing in our warehouse, we recommend returning each order in its own package. If you prefer to combine returns, please include a clear note on the packing list to help our team process your return efficiently.

Shipping your return

The return shipping costs are the responsibility of the customer, unless the item received was incorrect or damaged. Should this be the case, please contact our Customer Experience Team first.

 

EU & UK customers: Please use the return label provided by our Return Portal.

International customers: Kindly create your own return label with a shipping carrier of your choice. Please send the return package to the following address:

 

Promese Logistics

Merrachi Returns

Flight Forum 2500

5657 DZ Eindhoven

The Netherlands

 

We recommend that you save the tracking code of your return package for future reference.

Processing your return

Once your return is received by our warehouse, it goes through quality control, which is estimated to take 5-10 business days. Please keep in mind that during peak periods, such as following a new collection launch, return processing times may extend beyond our usual timeframe. We truly appreciate your understanding surrounding this!

Receiving your refund

Once your return is processed and approved, we will issue your refund to the original payment method. This is estimated to take up to 10 business days. We kindly ask for your patience as your bank or credit card company may take additional time to post the refund. In case you have not received your refund within 20 business days, please contact our Customer Experience Team.



Return conditions

All returns go through quality control in our warehouse. Unfortunately, we will not be able to accept your return if:

 

  • Items have been worn, washed or show signs of use.

  • Items are missing the original hangtag.

  • Items have been altered or customized.

  • Items have strong odors such as perfume, smoke, or body odor.

  • Items are returned without all original packaging, accessories, or gifts with purchase.

  • Items are returned outside the specified return period.

  • Items are marked as final sale or non-returnable at the time of purchase.

  • Items such as undergarments and swimwear have a broken hygiene seal.

  • Items do not match the original order associated with the return.

  • Items have been damaged due to misuse, negligence, or improper care.

  • Returns have not been initiated via MERRACHI’s return portal or are missing a completed return form.

Upon receiving your order, we ask you to immediately inspect the items. In case you find any defects, damages or have received incorrect items, kindly contact our Customer Experience Team with pictures of the issue. Please do not initiate a return or remove the hangtag before contacting our team first. Once the hangtag is removed from an item, no claims can be made. Our team is happy to resolve any issues you may encounter to ensure you are fully satisfied with your MERRACHI pieces.