Frequently Asked Questions

 

SHIPPING

Is it possible to modify my order before it's dispatched?

We regret to inform you that once an order is placed, we are unable to modify or cancel it. However, if your item is still on pre-order status, you have the option to cancel it. For pre-order cancellations, please email us your order number, and we will assist you promptly.

 

What should I do if my payment isn't processing?

Ensure that the billing zip code matches the one linked to your credit card. Also, remember that credit card payments require a minimum order value of $0.50.

 

When will my credit card be charged for my purchase?

Your credit card will be charged immediately upon placing your order. For your security, we do not retain payment information.

 

How long until I receive my order?

Order processing typically takes 1-4 business days before dispatch. Delivery times thereafter will vary based on your location.

 

How can I track the progress of my delivery?

You will receive a tracking number via email once your order is on its way. Please check your spam or promotions folder if you do not see the email. For direct status updates, you may also view your order details by logging into your Merkanny account. Note that tracking information may take a couple of days to update by the carrier.

 

RETURNS

What's the policy on returns and exchanges?

Merkanny stands by the quality of its products with a 30-day guarantee from the purchase date. Most items* can be returned or exchanged during this period. Returns or exchanges must be initiated for items bought from merkanny.com, and the items must be in their original state (unworn, unwashed, with tags attached).

 

Are there any fees associated with returns?

A processing fee of $8.00 is deducted from mail returns, and a $4.00 fee applies for returns processed at a Returns Bar. Exchanges are processed free of charge.

 

When should I expect my refund?

For mail returns, refunds are initiated at the first carrier scan. It may take 3-5 business days for the refund to reflect on your original payment method.

 

What if my order arrives damaged?

We apologize for any inconvenience. Please email a picture of the damaged item to our Customer Experience Team, including your order number, so we can resolve the issue swiftly.

 

Can I return items on my own terms?

Certainly! You're welcome to use your own shipping method for returns within the 30-day period. Please include your name, order number, and whether you're seeking a refund or store credit in your return package.