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 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. 

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.

Can I change my order?

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

Can I cancel my order?

Yes, you can, if you contact us at  retail@merimeri.com before it is shipped. Please note once an order ships it cannot be cancelled. If you are unable to cancel you may return the order for a refund (see return info). Please also note we do not provide a refund for the shipping charges. 

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

We are not able to change an address on an order that has already been placed. We can 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.  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; please contact our customer service team at retail@merimeri.com.

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 have a question about the shipping service, how can I get in touch?

If you have any queries regarding our shipping service please reach out to us at retail@merimeri.com. Please note, in the event of extreme weather conditions, your order may be delayed with our carrier . Delays may also occur on international orders.  Unfortunately, these circumstances are beyond our control, but we will do our best to ensure your order is received in a timely manner. It is advisable to allow extra time for international deliveries in the event of customs delays and other unforeseeable events. 

What is your standard delivery time?

We ask our US customers to allow up to 8 business days to receive their standard 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 15 business days to receive their order, depending on the shipping method chosen.

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.

Where do you ship?

For details about where we ship, visit https://merimeri.com/pages/shipping.

Will Meri Meri cover my duties and taxes if I order from a non-US country?

Fees and duties will need to be paid by the customer upon delivery. 

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. This does not include Black Friday and Cyber Monday Sales. 

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

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

Can I get my order gift wrapped?

We are not offering gift wrap or boxes at this time. 

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 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.