If your parcel is returned to Meroda, it must first arrive back at our warehouse. Once it has been received, we will send you an automated email explaining your options.
Please reply to this email within seven days.
Why was my parcel returned?
A parcel may be returned to us because:
The delivery address was incomplete or incorrect.
The parcel was not collected from a pickup point in time.
Delivery was refused.
The carrier could not complete the delivery.
Local delivery restrictions applied.
Applicable import duties or handling fees were not paid.
Your options
Once your parcel has been received at our warehouse, you can choose:
A one-time resend of your order.
A refund to your original payment method, excluding the original shipping cost where applicable.
Reply to the returned-to-sender email within seven days and tell us which option you prefer.
What happens if I do not reply?
If we do not receive a response within seven days, we will process a refund to your original payment method.
The original shipping cost will be excluded from the refund where the parcel was returned because of an incorrect or incomplete address, non-collection, delivery refusal or unpaid import charges.
Before requesting a resend
Before we resend your order, check that the following details are complete and correct:
Full name.
Street name and house number.
Apartment, building or unit number, where required.
Postal code.
City and country.
Phone number.
Email address.
After the parcel has been resent, monitor the tracking information and any messages from the carrier. This is particularly important if the parcel is delivered to a pickup point or the carrier asks you to arrange a delivery time.
How many times can my order be resent?
A returned order can be resent once.
If the resent parcel is returned to Meroda again, we will not send it a second time. Once it has arrived back at our warehouse, we will process a refund to your original payment method, excluding the original shipping cost where applicable.
What if the return was not my fault?
If the parcel was returned because of an error for which Meroda is responsible, the original shipping cost will not be deducted.
If you believe the parcel was returned because of an error by Meroda or the carrier, contact us through live chat with your order number. We will review the tracking and delivery information before processing the refund.
I have not received the returned-to-sender email
If tracking confirms that the parcel has arrived back at our warehouse but you have not received our email, check your spam or promotions folder.
If you still cannot find it, contact us through live chat and provide your order number.