FAQs

We pride ourselves on providing beautiful high-quality products as well as excellent personal service to our customers. We truly value our customers and would love for you to become a regular part of the world of Meri Meri. If you have any suggestions on how we can improve our service, please don’t hesitate to get in touch with us at retail@merimeri.com

How are our products designed?

It’s a lengthy, well-thought out process amongst our studio of designers, illustrators and crafters. Our inspiration comes from both classic and on trend designs from around the world. We also love to collaborate with innovative artists like Nathalie Lété.

How do we check the safety of our products?

All Meri Meri products are tested to relevant product safety standards per U.S.A, EU and Canadian regulations.  Product safety certificates of compliance or declarations of conformity can be made available upon request via compliance@merimeri.com.

How do I use a discount code?

Discount codes can be entered during the checkout process. Simply type or paste your code in the box labelled “Gift/card or Discount Code,” then click “Apply.” Only one discount code may be applied per order. Discount codes cannot be combined with others. 

My 10% first time order discount isn’t working. What should I do?

Please provide us with the discount code you were sent so we can look into this for you. We will probably send you an alternative discount code for the same discount value. If you have paid for your order and then realised the discount was not applied, please don’t worry! Just let us know your order number and discount code. As long as the discount code is valid, we will be more than happy to refund you.

An additional discount code isn’t working.

Unfortunately, we only allow one discount code to be used per order. Please make a record of the discount code you haven’t been able to use, as you can use the code on your next order. 

I was unable to add the free gift.

At times we offer free gifts with certain purchases. If your order meets the requirements to receive the free gift, as advertised, but you are unable to add it to your basket, please email retail@merimeri.com ASAP with your order number and we will add your free gift to your order for you.

Can I get my order gift wrapped?

We don’t gift wrap our products, but we do have beautiful gift boxes.  We would be happy to carefully place your products inside the gift box. The gift boxes are an extra cost and must be added at the time the order is placed. Unfortunately, this item cannot be added after the order has been placed.

Can I change my order?

Once an order is placed, we cannot make changes to it. We can only offer to cancel. US customers should please reach out to retail@merimeri.com

Can I cancel my order?

Yes, you can, if you contact us ASAP before it is shipped. You should reach out to retail@merimeri.com 

I gave you the wrong shipping address. Please can you change it?

Due to concerns of possible fraud with address changes, we are not able to change an address on an order that has already been placed. What we can do is cancel the original order and ask that you place it again with the correct address. If you want to let us know once you place the order, we can make sure it keeps its original place in line for shipment. 

Help, my tracking number is not showing the status of my order.

All US orders are shipped by FedEx and/or USPS. You can track your order by clicking on the tracking number provided in your shipping confirmation. If you have any trouble, please contact retail@merimeri.com

The tracking on my order says it was delivered, but I never received it. What can I do?

If your tracking information states that your package was delivered by the carrier, but you have not received it; you must contact the carrier to file a claim.

Meri Meri will not accept responsibility for packages that have been reported as delivered by the carrier. We do not issue reships, refunds or credits for packages that the carrier confirms as being delivered. Customers are responsible for processing claims with the carrier for orders that show delivered but never received.

If package theft is a concern, please consider shipping to a PO Box, your business address, or a trusted neighbor that will be home to accept your delivery.

The tracking on my order says it was not delivered, but i should have received it by now - can you help?

If your tracking information states that your package was not delivered (lost in transit) by the carrier within the anticipated time period, please contact Meri Meri immediately.

We will look into the situation and if the package is lost in transit by the carrier we will issue a refund, credit or reship the order.

I want to complain about the shipping service, how do I go about this?

If you have any complaints regarding our shipping service please reach out to us at retail@merimeri.com. We are constantly striving to provide the best customer experience possible and take all issues very seriously. 

What is your standard delivery time?

We ask our US customers (including Canada) to allow up to 8 business days to receive their orders. While they are likely to arrive sooner, this helps to provide a buffer should there be any unexpected delays. We ask customers based outside of the US to please allow up to 14 business days to receive their order.

Can you prioritise my shipping?

We ask our US customers to allow 1-2 business days for processing of all ground shipments. Air shipments are sent out same day (business day) if submitted before 11am PST. If not received before 11am PST they will ship the next business day. Actual transit time will depend on where in the US the customer is located and what shipping method is chosen.

I want to order outside of the us, which shipping service  do you use?

If you are ordering outside of the US (not including Canada) all orders will be shipped through Border Guru. 

Can I get a refund on all or part of my order?

We really want you to be happy with your purchase!  If the products you selected didn't work out, we will accept returns for most items within 30 days of the original purchase date. For full details visit https://merimeri.com/pages/returns Items must be returned in unused condition in their original packaging. Return shipping costs are the responsibility of the customer, and original shipping costs will not be refunded. If you received a promotional discount on your order, that amount will be deducted from your return. Returns received past the allowable date (as shown on your packing list), or containing ineligible items, will not be refunded. Please make sure to ship returns in a sturdy box, as damaged returns cannot be accepted. We do not accept returns in paper or padded mailers. If you want to check the status of your return, please email retail@merimeri.com and provide tracking information.

I have requested a refund, how long will it take to reach my bank account?

Once we have refunded your order, it can take 3 to 5 working days to reach your bank account. 

The items have arrived defective or damaged. What can I do?

We take feedback from our customers very seriously and we're always trying to improve our service. If you have had any issues with quality or damages, please let us know so that we can provide you with a refund or replacement. We may request images for all issues to do with quality and damages. US customers should reach out to retail@merimeri.com with their order number. Customers outside of the US will be offered a refund only, no replacements will be sent.

The items have broken/been damaged within a few days. What can I do?

If you have had any issues with the quality of our products, we encourage you to please reach out to us. This way we can provide you with a refund or replacement. We always want to hear feedback from our customers, so that we can continue to improve our customer service. We may request images for all issues to do with quality and damages. US customers should contact us at retail@merimeri.com with their order number.

I bought products on your website, but then saw they had gone on sale. Will you do a price match?

If you have purchased an item or items but find they have gone on sale within 7 days of your purchase date, please email customer service at retail@merimeri.com and provide your order number, the items at their sale price and request a refund for the difference. We will be happy to refund you the difference. Unfortunately, if it is passed the 7 days the sale price will not be honored. 

Do you offer a price match of meri meri products with other companies?

Meri Meri does not offer price matching from 3rd party websites or businesses.