Frequently Asked Questions


DELIVERY INFORMATION

Delivery Type Cost Payment Type Estimated Delivery **
UPS Free* Credit/Debit Card - Visa/Mastercard
& PayPal
Should arrive within 3 to 5 business days of order (Mon-Fri delivery)


* Free delivery offer valid at Merrell.com. Offer valid only on standard UPS Home delivery to mainland UK postal addresses. Not valid on prior purchases or purchases at retail stores.

Orders arrive within 3–5 working days please expect a small delay if there is a bank holiday or your order is placed on a weekend. All orders will require a signature. As soon as your order is dispatched you will receive a confirmation email with a tracking number. www.UPS.com to track your order.

** Delivery to remote areas can take an extra 1-2 days.

Please note: UPS is allowed to leave the parcel at the UPS access points after the first failed delivery attempt.


Delivery times can be effected by local weather conditions.

WHAT ARE YOUR DELIVERY METHODS AND CHARGES?

Our delivery method is by UPS, our delivery and handling fee is £4.99*

Orders arrive within 3–5 working days. Please expect a small delay if there is a bank holiday or your order is placed on a weekend. All orders will require a signature. As soon as your order is dispatched you will receive a confirmation email with a tracking number. Visit www.UPS.com to track your order.

* Unless a promotional offer is in place which will be displayed at the top of the website within the header.

DELIVERY RESTRICTIONS AND INTERNATIONAL ADDRESSES

At this time, we ship orders to mainland UK, Northern Ireland, Isle of Man, Scottish Highlands & Islands.

We are unable to ship to the Channel Islands and BFPO addresses.

WHAT TYPES OF PAYMENT METHOD DO YOU ACCEPT?

We currently accept the following credit cards:

Visa & Mastercard credit and debit cards.

We also accept PayPal.


CAN I CANCEL OR CHANGE MY ORDER?

We are committed to getting your order to you as soon as possible. Therefore after your order is placed, it immediately goes into the fulfilment process, and you may not be able to cancel or adjust the order. Please contact us immediately on our customer services number 020 3376 2738 and we will attempt to intercept it. Of course, you may return UNWORN products for a full refund within 30 days from receipt of goods using the return instructions enclosed within your order.


WHAT IS YOUR RETURN POLICY?

We will gladly accept your return of UNWORN merchandise within 30 days from your order date.

To start a return please click here

For your convenience return instructions are also encolsed within the shipment. If you have any questions please call customer services on 020 3376 2738 and one of our team will be happy to assist you.
 
Please return footwear in the original shoe box with all tags and packaging in place. You are required to take the items to a local Post Office with the return label attached to the outer carton that the goods arrived in. We would advise that you gain Proof of Postage and retain this until you have received your refund.

Please allow 10 business days for your return to be processed. A credit should appear against your credit card/PayPal account within 2-3 working days from return. We cannot give a refund for merchandise returned after the 30-day period, in this case please contact us.

If you suspect a problem on worn product which you have ordered off of our website, the product must undergo inspection before a credit is made to your credit card. Please call 020 3376 2738 for further instruction on returning merchandise that you believe is suffering a problem.
 

RETURNS

If you would like to return your order, there are several things that must be taken into account.

The parcel must not weigh more than 5kg, or be larger than 610x460x460mm (medium sized parcels)
There is a return maximum of 3 items. If there are more items to be returned please request 2 labels and pack in separate boxes.

Your order number can be found in the red box:

REFUND OF OUTBOUND SHIPPING CHARGE:

We comply fully with the EU Distance Selling Act and your outbound shipping charge will be refunded provided that:

Your order is returned within 30 days of Receipt.
Your order is returned in Full.
Your order is returned suitable for re-sale in original box with all labels and packaging in place.
 

GOODS WHICH YOU BELIEVE ARE SUFFERING AN ISSUE

If you expect a problem with a product and you have purchased your goods from a website or retail store other than Merrell.com/UK please return your purchase to the retailer you made your purchase from. They will inspect the goods for you. We always credit the retailer back for orders which they have replaced or refunded.


CONTACT US

Still have questions?

Call our customer service number: 020 3376 2738

Monday to Thursday 9 am to 5 pm,
Friday 9 am to 3 pm,
or email us at info@merrell.eu
One of the team will be happy to answer your query