FAQ
Q: I'VE SEEN AN ITEM BUT I CANNOT SEEM TO FIND IT ONLINE?
A: If you see an item on our social media page but do not see it on our website the item is likely out of stock. We understand how frustrating this can be so it is likely your favorite items may restock or be replaced them with a similar style. Be sure to sign up for our newsletter in the pop up or on the bottom of each page where you will receive information on restocks, sales, and new arrivals.
Q: IS YOUR SHIPPING FREE?
A: We offer FREE shipping to North America and Europe.
Other countries' shipping rates may vary. Shipping costs are calculated based on geographical location of delivery address and total weight of parcel. Please follow checkout options to receive your calculated rate.
Q: WHAT ABOUT DUTIES?
A: Merkuree does not enforce duty fees, therefore we are not able to waive fees upon delivery. Failure to pay customs fees will result in the parcel being sent back to us in which the shipping and handling fees are non refundable. Please check with your local courier for more information.
Q: HOW DO I TRACK MY ORDER?
A: Your order will process within 5-7 business days. Once your order has shipped an email will be sent to you containing tracking information. Once the order is fulfilled and has been shipped, you can find your shipping details by logging into your account or by going to the "Track Your Order" link.
Q: WHAT'S CONSIDERED FINAL SALE?
A: All Swimwear, Lingerie and Bodysuits are a final sale. In addition any and all sale items are also final. Refunds and exchanges are not permitted.
Q: WHY IS MY PACKAGE DELAYED?
A: Please note our shipping times have changed due to shipping delays globally. We are working diligently to ensure you receive your order as quickly as possible. For updated information on our shipping times please click here. We appreciate your patience during this time!
Q: MY COUPON CODE IS NOT WORKING. WHY?
A: If you are having difficulties with your coupon code please contact us as the code may no longer be valid. Please note that coupon codes cannot be combined with any other current offers, sales, or promotions.
Q: HOW DO I KNOW IF MY ORDER HAS BEEN PLACED?
A: Upon completion of your order a confirmation email with the details of your order will be sent to you. Please ensure your checkout process is complete until you reach the page containing your order number. If you have any additional questions feel free to contact our support team at info@merkuree.ca. One of our Customer Service representatives will be happy to assist you. Kindly note to check your spam folder as the email may have filtered into that folder.
Q: I'VE JUST PLACED MY ORDER, CAN I CHANGE IT?
A: We prepare your order for shipment very shortly after your order is placed. This quick turnaround time does not allow for any changes to your order. We apologize for any inconvenience!
Q: HOW DO I PROCESS A RETURN?
A: Please click here for steps on how to easily process your return.
Q: HAVE YOU RECEIVED MY RETURN ITEMS AND HOW LONG DOES THE REFUND TAKE TO SHOW IN MY ACCOUNT?
A: Please allow 7-10 business days for us to process your return. Once your refund has been processed a confirmation email will be sent to the email address provided upon checkout. If you have not received an email within 7 business days of us receiving the package please contact our customer service team at info@merkuree.ca and one of our agents will be happy to assist you. The refund does process in our systems for roughly 3-5 business days. In turn the rest of the processing time is up to your bank. Please contact your financial institution for more details on when you will see the funds reflect back into your account.
Q: CAN I USE A GIFT CARD ONLINE?
A: Yes! Gift cards are available online. Once purchased an email will be sent to you on how to redeem our gift card.
Q: CAN I HAVE A GIFT CARD OR STORE CREDIT INSTEAD OF A REFUND?
A: At this time we do not offer store credit or gift cards in exchange for a refund.
Q: I RECEIVED A DAMAGED ITEM. WHAT DO I DO?
In the rare event that the item you received is not in pristine condition [we're truly sorry!] Please contact our team with a photo of the damage before sending the product back. Our team will gladly assist you with reshipping the item out to you in a timely manner.