Frequently Asked Questions

2. Payment Methods Accepted



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3. Where Can I Find My Order Number?

If you no longer have the confirmation email of your order, you can email our Customer Service team on info@merrell.eu, and they will be very happy to assist. Otherwise if you have an account with us, you will be able to log in and look at your account history.

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4. Can I Change Or Cancel 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 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.

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5. What Is Your Return Policy?

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


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6. Footwear Care & Maintenance

To prolong the lifetime of our shoes/boot its very important to look after them and a vital part of that it cleaning and reproofing them.

Cleaning

Surface dirt such as mud and grit can be cleaned off with a shoe brush, an old toothbrush or nail brush, a little warm water and if needed a sponge/soft cloth. This should take care of the dirt and is fine to do once in a while.

Washing

Don’t wash your shoes in a washing machine. Remove the sock-liner or insole and wash it separately. This will help the inside of your shoe stay fresher. Laces can be washed and/or replaced. A number of brands have washing sprays/’dabbers’ that can also be used to assist the customer getting off all the debris i.e. Nikwax, Grangers etc.

Drying

Don’t place them near a heating device such as a heater, radiator or in an airing cupboard. Direct heat will alter the shape of the shoe. Open out the shoe and then stuff the inside with kitchen paper or newspaper. The paper will absorb the water and leave to dry overnight.

Reproofing

Whenever you clean a waterproof product its important to reproof it. A Merrell product with a waterproof membrane whether Gore-Tex or M-Select Dry will remain waterproof no matter what, however reproofing is still very important as it looks after the outer material and therefore you should reproof every time you clean your shoes as this will wipe away any remnants of a Durable Water Repellency (DWR coating)

The outer on any footwear is there to give structure to a product and to protect the waterproof membrane. If we do not reproof the product and the outer degrades then it wont be able to do its job of looking after the membrane and giving structure to the product.

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7. How Do I Leave A Review?

Choose the product that you have purchased and click into that product page. Scroll down, and in the section named 'Ratings & Reviews' click on 'Write a Review'. In there, you will be able to review the whole product experience from rating the product, reviewing it, and even leaving an image. Then click 'Submit' and your comments will be passed for reviewing.

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8. Live Chat

If you would like to speak directly to one of our customer service team, please feel free to use our Live Chat facility. This can be found on the right side of the page as well as on the Contact Us page. Please note the Live Chat links will only appear when a member of the team is available. Our standard Live chat hours are; Monday to Thursday 8am to 4:30pm & Friday 8.45am to 3:30pm.

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9. Contact Us

Still have questions?

Email us at info@merrell.eu One of the team will be happy to answer your query

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