Need to change your order? Check delivery dates? Need more information of current offers? Wondering which festivals will we be at this year? Or how to commission a one-off piece?
See below for answers to these and more …
How do I order from the website?
Simple as! When you’ve found the Merrimaking product of your dreams, select your colour/size etc and ‘add to cart’. This takes you to another page where you can click ‘continue shopping’ or complete your order and press ‘checkout’ to begin the checkout process.
But I don’t have a PayPal account … !?
No trouble! If you don’t have PayPal there is the option to pay using your credit card. Just continue to ‘check out with PayPal’ and there will be the option to pay using your card.
Or pay with your card using Stripe.
What payment methods do you accept?
We accept Visa, Mastercard, Discover, American Express and PayPal. We accept cheque, if you email us first and don’t mind waiting for us to cash it.
Where is my order confirmation?
We try to personally reply back to all orders, but sometimes when it’s busy, we don’t always get the chance to. If your order went through, you can rest assured that we did receive it and we are most likely busily sewing and packaging it up for you. Our automated order confirmation emails sometimes go to junk folders.
I need to change something on my order, or add an item, how do I do this?
If we haven’t dispatched it yet, this is fine, just email us at email@example.com to find out what stage your order is at.
DELIVERY AND RETURNS
How long will it take for my item to arrive?
Click here for up to date delivery times.
Do I have to pay more to have my item posted abroad?
Yes, a little more, please choose the appropriate Shipping Method in the shopping cart. If you prefer to order via email, just send us a message firstname.lastname@example.org to tell us what you’d like and where it’s being sent to and we’ll deal with your order directly.
Can I cancel or return an order?
Anything ordered directly through the website can be returned within 14 days so long as it hasn’t been worn and still has its tags on. You can cancel your order and obtain a full refund if your order is still processing and has not been dispatched. If however your order has been dispatched you will need to return the order to us at your own expense, so email email@example.com as soon as you possible if you have a change of heart.
You can’t, however, return pieces that are made on a bespoke basis, as these are the pieces that are commissioned by you and sewn specifically for you to your own personal requirements.
If you’re not at your address to receive your parcel, it’ll be taken to your local post office (unless you have an agreement with a neighbour that they’ll receive your post on your behalf). If it’s taken to your post office it is your responsibility to collect it within the allowed time. Usually 28 days.
We will only hold on to tracking numbers for 3 months, so it’s important that you contact us within this time if your item is missing.
Does the price include VAT?
All the prices on our website and catalogue are in pounds sterling and are inclusive of VAT.
If your order is being delivered to a country within the European Union then your bill will include VAT.
If your order is being delivered outside the European Union then lucky you, you will not be charged VAT, but you will need to pay your country’s customs fees and import duties when you receive your package.
Promotional codes can only be used individually, and not at the same time as other offers. Usage may be limited to a certain amount per person.
We can and may cancel a coupon at any time.
What information do we collect?
We ask for your name, telephone number, home address and age for competitions, prize draws or newsletter sign ups. When a purchase is made on our site, in addition to the above, we also ask for delivery address. Your payment is handled by PayPal (excluding cheques and cash, which we handle ourselves).
What will the data be used for?
Your data will enable us to fulfil your order, to notify you about important functionality changes and for statistical or survey purposes in-house to improve this website and our services. From time to time we may send you (by email or, less commonly, post) information about products and services and details of promotions and special offers from Merrimaking. If you do not wish to be contacted for these purposes, we offer a range of ways in which you can inform us about your preferences:
– All newsletters will contain information on how you can unsubscribe; or
– Send us an email writing “unsunscribe” in the heading
We comply with the standards, procedures and requirements laid down in the Data protection Act 1998 to ensure that the personal information you give us is kept secure and processed fairly and lawfully.
What information do we share with others?
None! We will do everything we can to ensure that your details are never passed on. We don’t like it when our own information is passed on, and we imagine that you don’t either.
OTHER QUESTIONS FOR CURIOUS ONES
Do you really make everything yourselves?
Yes! We hand-make our Animal Hoods and Bumbags entirely ourselves in one of our 3 Merri studios, using materials that we source from within the UK.
Our garments are sourced ready-made and we apply the artwork ourselves, apart from some t-shirts and caps, which we have printed/embroidered by companies in the UK. All of our pieces, including the ones we out-source, are hand-finished by us in our studio before they are finished and ready to ship out.
Can I have my hood made with real fur?
The friendliest ‘no’ possible … We don’t, and never will use real animal fur at Merrimaking.
Which festivals will you be at this summer?
We are in the middle of our busiest year yet, and as a result of high orders we’re unable to take our collections to festivals this summer.
But don’t feel sorry for us! We’re partying this summer just like the rest of you… It’s all about that vital work/life balance.
Do you do wholesale?
Yes, email Merri HQ at firstname.lastname@example.org for more information.