Returns & Exchanges
Returns and Exchanges
Returns and Exchanges
We want you to love what you bring home. If something isn't right, here is exactly how to make it right.
MERZE Lifestyle accepts returns and exchanges on most merchandise. A few categories are final sale, and they are listed below.
Your Options
Exchange — Trade the piece for something else in the shop. We waive the shipping deduction on exchanges, so you keep the full value of your purchase.
Store credit — Credit for the full purchase price, less the shipping we paid to send the item to you. Credit may be used on anything in the shop, including sale items, and it does not expire.
Refund — Back to your original payment method, less the shipping we paid to send the item to you.
Return Windows
Within 30 days of delivery — Exchange, store credit, or refund. Your choice.
Between 31 and 60 days of delivery — Exchange or store credit.
After 60 days from delivery, we are unable to accept returns.
Windows are counted from the day your order is delivered, not the day it was placed.
Holiday Purchases
Gifts are often wrapped in early December and not opened until Christmas morning, by which time an ordinary return window has quietly closed. That shouldn't cost anyone the ability to return something they didn't choose.
Anything purchased between November 1 and December 24 may be returned through January 31, under the same terms as any other return: exchange, store credit, or refund, your choice.
Final sale items remain final sale during the holidays. The holiday window extends the time you have; it does not change which items are eligible.
How to Start a Return or Exchange
Email us at mary@merze-lifestyle.com within your window. Include your order number, tell us which piece you're sending back, and let us know whether you'd like an exchange, store credit, or a refund.
Wait for confirmation. We reply within two business days with a return authorization and the shipping address. Please hold off on sending anything until you hear from us.
Pack the piece in its original packaging, including all tags, cards, and enclosures.
Ship it with tracking and send us the tracking number. We'll confirm the moment your return arrives.
If you received the item as a gift, write to us directly. You do not need the original order number, nor do you need to involve the person who gave it to you.
Condition
Returned pieces must be unused, unworn, unwashed, and in the condition in which they arrived, with original packaging intact. Anything showing use, laundering, damage, or missing packaging cannot be accepted and will be sent back to you at your expense.
Shipping Costs, Plainly Stated
We do not mark up shipping. Here is precisely how it works.
You pay to ship the piece back to us. Return postage is not reimbursed.
We deduct the actual amount we paid a carrier to send the piece to you, on refunds and store credit. This applies even if your order qualified for free shipping at checkout, because the cost was real and we absorbed it on your behalf. The exact amount appears on your refund confirmation.
We waive that deduction entirely on exchanges. Choose something else from the shop, and you keep the full value of what you paid.
We pay both directions when a piece arrives damaged or defective, or when we sent the wrong thing. You will never pay to return something that was our error.
We are not responsible for returned packages, lost, or damaged on their way back to us. This is why we ask for tracking. Without it, we cannot refund a package that never arrives.
When Your Refund Arrives
Once your return reaches us, we inspect it and process your refund within 5 business days. Your bank or card issuer then needs its own time to post the credit, usually 5 to 10 business days, depending on the institution. Refunds always return to the original form of payment.
If more than 15 business days have passed since we confirmed your return arrived and you still don't see the credit, write to us, and we will trace it.
Damaged or Defective Pieces
If your order arrives damaged, write to us within 5 days of delivery with photographs of the piece and the shipping box. We will replace it or refund you in full, including all shipping costs, and we will arrange the return ourselves.
Antique, Vintage, and One-of-a-Kind Pieces
Many pieces in the MERZE Boutique are antique or vintage and are sold as found. Age, patina, small losses, tonal variation, and the marks of long use are part of what these objects are, not flaws in them.
Every listing describes the condition honestly, with photographs, so you know what you're getting. We would rather lose a sale than surprise you.
These pieces may be returned under the standard windows above. They cannot be returned on the grounds of ordinary age or wear that was described in the listing. If a piece arrives with damage that was not disclosed, or with damage sustained in transit, that is a different matter entirely, and it is covered in full under the section above.
Final Sale
The following cannot be returned, exchanged, refunded, or canceled once the order is placed:
Special orders
Engraved, monogrammed, or personalized pieces
Sale items
Where to Send Returns
Only after you have received return authorization from us:
MERZE Lifestyle
Attention: Returns
5 Hollyberry Lane
Burlington, CT 06013
Questions
Write to us at mary@merze-lifestyle.com. We read every message and answer within two business days.
MERZE Lifestyle · Merze LLC