Returns

How do I return one or more items? 

 

If you want to return one or more items, please contact us by e-mail: hello@merchupon.com and specify your order number and the items you want to return. We advise you to always keep the shipping receipt, until you received our confirmation about receiving your parcel. Keep in mind that you are held responsible for the parcel until the items have returned to our warehouse. ALWAYS add your name, order number and return reason to the parcel before returning it.

 

In case of a return from countries outside of the EU (Switzerland, Norway, Great Britain) - Please attach the original invoice outside on your parcel so customs can identify it as a return and will not tax it on its way back to us again. In case this has not been done correctly, we will have to decline the parcel at the border and it will return to you to correct the issue and send it out again.

 

Purchases can be returned within 7 days after the receipt of goods. You have the right to open the package to check your goods, but products must be returned unused and with all its original packaging and tags on the clothes in perfect conditions. Products without label tags will not be reimbursed. You will receive a reimbursement for the value of the returned item(s) within 14 days after the product has returned to our warehouse. We are entitled to withhold reimbursement until we have received the goods back from you or until you have produced evidence of having sent back the goods.

 

Please be aware that it can take up to 10 working days until the refunded amount is visible in your payment method. If you have paid via Bank deposit, it would be very helpful if you could get in touch with us and provide us your IBAN and BIC for the international bank transfer. 

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Do I need to pay for my return?

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Yes, as specified in our Terms and Conditions you will have to pay your own return shipping costs. We are still a growing company and simply cannot afford to offer free shipping AND return shipping, yet you can choose the carrier of your preference. We strongly recommend you obtain a proof of postage receipt from the Post Office as we can’t be held responsible for packages that fail to arrive.

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How and where do I return broken/damaged items? 

 

As the goods are made to order individually, they can be returned within 5 days of receiving the goods, only if they have been defective.In case any of your items arrives damaged, please contact us directly through our web form under the issue “delivery issues” and tell us the order number and a description of the issue. We’ll get back to you to request a picture, to get a better understanding of the situation and see what could’ve possibly happened, and then explain how to proceed depending on each case.

 

How long do I have to return/exchange an item? 

 

If you have received a defective item, please inform us directly after receiving it, not later than 5 days after the delivery. Return or exchange is available for the goods are unused and undamaged, the product has not lost its commercial appearance (intact labelling labels, etc.), the returned product is complete with all the documentation and original packaging provided by the manufacturer.

 

If you just want to return or exchange an item, please get in touch with us within a maximum of 5 days and be aware that an item needs to be as new and with labels and packaging, to be able to be returned.

 

www.merchupon.com may refuse to accept the product if changes in the appearance of the product have been made and if there are any defects. Since the goods are made individually to order, you can exchange them only if we have the right size in stock, please contact us directly through our web form under the issue “delivery issues” and tell us the order number and a description of the issue. We’ll get back to you to request a picture, to get a better understanding of the situation and see what could’ve possibly happened, and then explain how to proceed depending on each case.

 

www.merchupon.com may refuse to accept the product if changes in the appearance of the product have been made and if there are any defects.