FAQ

Is your item defective or damaged?

We're sorry about that. Please submit a complaint – you can do so by emailing us at service@merme.de or contacting us via the contact form.

1. You can contact us at service@merme.de
2. You will then receive an email with a link to create your return label.
3. You take the packaged and labeled shipment to the nearest Packstation or DHL branch and then receive a receipt for your return.
4. We will receive notification of your return and process the refund as quickly as possible.

After processing your return, we will promptly refund the amount via your original payment method. Please note that this process may take up to 10 business days with some payment providers. We appreciate your understanding.

This is generally not a problem. However, we would like to ask you to contact our support team beforehand to coordinate this.

In the worst case scenario, complications can arise if you simply send several orders at the same time.

You can find all the details about the cancellation policy in our cancellation policy .

No. We cover the return shipping costs. You are only liable for any diminished value of the goods if this diminished value is due to handling of the goods beyond what is necessary to ascertain their nature, characteristics, and functioning.

Possible reasons why a payment method is not available

• The delivery and billing addresses do not match. If you wish to have your order delivered to a DHL Packstation, this may, in rare cases, also prevent payment by invoice.
• The combination of name and address could not be found. This can happen due to typos, changes of address, marriage, or a change of municipality.
• There is still an outstanding amount for another order – which sometimes simply means that a transfer has not yet been credited to our account or a return has not yet been processed.
• Like other platforms and shops, we use independent credit agencies to assess your creditworthiness. In some cases, their data may prevent you from paying by invoice when placing your order.
• Unfortunately, due to deadlines, we cannot offer payment by invoice for pre-orders.

We reserve the right not to offer a certain payment method for some orders.

What can I do if my payment method is unavailable?

Check if there are any outstanding orders and pay them. If your shipping and billing addresses don't match, you can adjust them before completing your order.

Please understand that our customer service has no way of activating a payment option for you if it is not offered to you initially.

Similarly, our customer service representatives cannot see why you cannot order using your preferred payment method. Here too, the protection of your data is our top priority.

We check which payment methods we can offer with each order. Therefore, your preferred payment method may be available again for your next order.

If not all payment methods are offered to you, all our other services and benefits are still available to you.

Your refund will always be credited according to the payment method you chose when placing your order.

When will I receive confirmation of my return?

Once we receive your return, we will check what you have sent back. Please allow us up to 2 business days to confirm your return.

The purchase amount will be credited as follows, depending on the payment method:

Credit card:

The credit will be refunded to the credit card account we charged. You can see the refund on your next credit card statement. It's possible that the refund date on the statement will match the original payment date.

PayPal:

The credit will be applied to the PayPal account you used. You can decide within PayPal whether the amount is held in your PayPal account or transferred back to your bank account.

Klarna invoice or instant purchase:

Your refund will be forwarded by us to Klarna and then processed via your original payment method.

You will receive your invoice in your order confirmation sent by email.

If you no longer have this email, please feel free to contact our support team. We'll be happy to help.

We offer the following payment methods:

• PayPal
• Klarna invoice purchase
• Klarna Instant Purchase
• credit card
• Immediately
• Shoppay
• Apple Pay
• Google Pay

Is your item defective or damaged?

Please send us an email to service@merme.de. We will then take care of your request immediately.

For changes or cancellations, please contact us directly.

service@merme.de

If you have ordered the wrong product, we will need the following information from you:

• Order number
• Incorrect product name

We need the following information from you if you would like to change your address:

• Order number
• Previous address details
• New / Correct Address

We need the following information from you if you wish to cancel an order:

• Order number

We will forward the change request to our shipping provider.

Unfortunately, we cannot guarantee that the change can still be implemented.

Do you want a different product? A return is required, and you can then reorder your desired product.

The refund will be issued after your return has been received and inspected.

Please note that a return is still required even if, in rare cases, you receive your refund before returning the item.

If you have any further questions, we will of course be happy to assist you.

You've already placed an order, but the address is incorrect?

If your order hasn't been packed yet, please feel free to contact us and let us know the change. We'll try to implement it.

We will submit a request to our logistics team for this.

Unfortunately, we cannot guarantee that the change can still be made.

If your order does not arrive, please contact us directly and we will gladly send it again.

Were you sent the wrong item instead of the one you ordered? Or did you receive an additional item that you didn't order?

Please contact us using one of the contact options. Provide us with your order number and the incorrect item. We will gladly take care of it.

Are the ordered items undamaged?

If only the package was damaged and you want to return something, you can simply use packaging of your choice for the return shipment.

Is an item damaged or missing due to shipping?

Please contact us using one of the contact options. Providing your order number will help us assist you even faster.

Please accept our apologies if your order has been canceled. Sometimes an item is already sold out but still shows as available in the shop. If an item is particularly popular, it may have sold out shortly before you completed your order. In very rare cases, our system may not update this information in time, requiring the order to be canceled afterward. If the item is sold out, we are sorry. In this case, you can set up an availability notification on the product page. As soon as the item is available in your size, you will receive an email notification from us.

Will I be charged the purchase amount if I cancel?

Of course, you don't have to pay for items that have been cancelled. The amount will be refunded to you immediately.

Are the ordered items undamaged?

If only the package was damaged and you wish to return something, you can simply use any packaging you choose for the return shipment. Please contact us. You will then receive your return label.

Is an item damaged or missing due to shipping?

Please contact us using one of the contact options. Providing your order number will help us assist you even faster.

No. Discounts cannot be combined with each other.