Delivery & Returns

1. Delivery

• Orders are handed over to cargo within 1-5 business days following payment confirmation, unless stated otherwise on the product page.
• In bank transfer (havale/EFT) payments, this period starts once the payment reaches our account.
• Wholesale (B2B) orders are shipped with shipping payable by the recipient on delivery.
• In retail orders, shipping is free above the threshold announced on the site; otherwise the fee shown at checkout applies.
• The estimated shipping date range is also shown on each product page.

2. Defective Item Exchange

If you receive a defective, damaged or incorrect item, report it through your account: open the related order under My Account > My Orders and use "Report Defective Item". Adding a photo of the defect speeds up the review. Our team reviews every request and, upon approval, resolves it by exchanging the item; you are informed of the outcome by e-mail at every step.

3. Exchange Period and Shipping Fee

• The exchange period is 7 business days from the date you receive your item.
• The exchange shipping fee is 199 TL.
• No exchange shipping fee is charged for defective or incorrectly shipped items; those are handled under section 2.
• The item must be unused, with its tags attached and in its original packaging.
• For accessories such as earrings, necklaces, bracelets and tiaras, no exchange is possible once the packaging has been opened, for hygiene reasons.
• To initiate an exchange request, please contact our customer service.

4. Returns

• The return period is 14 days from the date you receive your item.
• The return shipping fee is 400 TL and is deducted from the amount to be refunded.
• No return shipping fee is charged for defective or incorrectly shipped items; those are handled under section 2.
• The item must be unused, with its tags attached and in its original packaging.
• For accessories such as earrings, necklaces, bracelets and tiaras, no return or exchange is possible once the packaging has been opened, for hygiene reasons.
• To initiate a return request, please contact our customer service. Once the item reaches us and has been inspected, the amount is refunded through the same method you used to pay.

5. Contact

For any question about delivery or returns: info@merrez.com · 0532 0 534 777. See also our Distance Sales Agreement.