Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your online order to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn and unused, with tags and in its original packaging. Items marked with makeup or where perfume can be detected are not considered to be in their original condition. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at merinoandfriends@gmail.com. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Please retain your proof of postage and ensure that your item is adequately insured as we are unable to arrange exchanges or refunds on items which are lost in the post while being returned to us. As a small business, we are unable to offer free postage on exchanged or returned items.

You can always contact us for any returns queries at merinoandfriends@gmail.com.

Damages and issues

All our products are carefully checked to make sure they are in perfect condition and we would hope never to dispatch a faulty item. However, should this occur please accept our sincere apologies. Please note that items which are damaged as a result of normal wear and tear are not considered to be faulty. Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

Exceptions / non-returnable items 

Certain types of items cannot be returned, such as special orders or personalised items. Please get in touch if you have questions or concerns about your specific item. 

Exchanges

The fastest way to make an exchange is to return the item you have and, once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds 

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved. If approved, you’ll be automatically refunded on your original payment method within 14 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at merinoandfriends@gmail.com.