Can't wait to try something different from your Meroda order? Requesting an exchange is easy. Get a replacement product of the same value—and in most cases, you won't even need to return the original.
At Meroda, we want you to find your perfect match. Whether the shade isn't quite right, you'd like to try a different product, or you're simply ready for something new, we make swapping simple and straightforward.
1. Contact Us for Approval
Before anything else, reach out to our Customer Support Team. All exchanges must be authorised first—this ensures smooth processing and means we can get your new product to you faster.
Contact us via:
The chat button on the bottom-right corner of our website or app
Or email: [email protected]
We aim to respond within 24 business hours (Monday to Friday, 9:00–17:00 CET). Check your spam or promotions folder if you don't see a reply.
2. Have Your Details Ready
To speed up the process, gather the following information:
Your order number
The email address used for your order
The product you want to exchange (and which one you'd like instead)
A brief explanation of why you're exchanging
Clear photos showing:
The current product
The product packaging (with product name/shade visible)
The LOT number and expiry date
A video if needed (e.g., showing why the shade or texture isn't working for you)
3. Exchange Eligibility
Your exchange request qualifies if:
You contact us within:
14 days of receiving the product if you're trying it for the first time under our 100% Match Guarantee
30 days of receiving the product for any other issue
The replacement product is of equal or lesser value
You haven't previously exchanged this same item
We cannot process exchanges for:
Items sent without prior authorisation
Free gifts or promotional items
Multiple exchanges of the same product
4. What Happens Next
Once your exchange is approved:
We'll confirm which product you're exchanging and what you're receiving
You'll receive clear instructions on how to proceed
We'll ship your replacement product promptly
In most cases, you won't need to return the original product
That's it! Your new product is on its way, and you can keep the original.
5. When a Return Might Be Needed
In some situations, we may ask you to return the original product (with a free prepaid label provided):
If the original product is faulty and we need to investigate
If it's a high-value item
As discussed in your exchange approval
If a return is required, you'll receive:
A prepaid return label
A Returns Authorisation Code
Clear instructions
Simply write the code clearly on the outside of your return parcel and send it back to our warehouse in the Netherlands. Return shipping is completely free.
6. Processing Time
Here's what to expect:
Approval response: within 24 business hours
Replacement product dispatched: within 5–7 business days (depending on your location)
If a return is needed: up to 14 days after we receive it
Why We Make Exchanges Easy
Finding your perfect product matters to us. With our 100% Match Guarantee, we want you to feel confident trying new shades, textures, and products. Most of the time, you can swap without the hassle of sending anything back—we just want you happy with what you're wearing.
Ready to exchange? Reach out via chat or email. Our team is here to make sure you get exactly what you're looking for.