Policies & FAQ's
Delivery
When will I receive my order?
Most orders are shipped within 2
business days, after which it will take
another 5-7 days for delivery.
You should receive your order within 10 days.
*shipping times are estimates and not quaranteed.
What is the shipping cost?
$5.00 USD flat rate shipping.
All orders over $45.00 USD qualify for free shipping. Use the code: FREESHIP45
Do you ship internationally?
We do not ship internationally at this time but we plan to expand our reach in the future.
My order should be here by now, but I still don't have it. What should I do?
Contact us at support@mercisurf.com with your order number so we can assist you.
Before getting in touch with us, please help us out by doing the following:
• Check your shipping confirmation email for any mistakes in the delivery address.
• Ask your local post office if they have your package.
• Stop by your neighbors in case the
courier left the package with them.
If you did find a mistake in your delivery address, we can send you a replacement order, but the new order would be at your expense.
Orders
How do I track my order?
You'll receive a tracking link via email
when your order ships out. If you have any questions about your tracking or shipment,
drop us a line at support@mercisurf.com
I received a wrong/damaged product, what should I do?
We're so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at support@mercisurf.com within 7 days of receipt with photos of the damaged product, your order number, and, any other details you may have about your order. We'll get back to you with a resolution as soon as possible!
Returns
What's your return policy?
Items may be returned within 15 days of receipt, if they are in origional packing with hygiene liners and tags intact.
All returns must be:
-Unworn
-Unwashed
-Undamaged
All returns will be inspected on receipt to determine eligibility. If your return is eligible we will issue a refund.
Please note that shipping fees are non refundable and return shipping is at the customer's expense.
Merci Surf is not responsible for loss or damage incurred during Return shipping.
To initiate a return contact
support@mercisurf.com
Do you offer refunds?
Refunds are only offered to customers that receive the wrong items or damaged items. If any of these apply, please contact us at support@mercisurf.com with photos of wrong/damaged items, and we'll sort that out for you.
Can I exchange an item for a different size/color?
At this time, we don't offer exchanges. If you're unsure which size would fit better, check out our sizing charts-we have one for every item listed on our store, in the product description section. Though rare, it's possible that an item you ordered was mislabelled. If that's the case, please let us know at support@mercisurf.com within a week after receiving your order.
Include your order number and photos of the mislabeled item, and we'll send you a new one, or issue a refund!
Any other questions?
Get in touch with us info@mercisurf.com