This Shipping & Returns Policy explains how Merso B.V. (“we”, “our”, “us”) processes and delivers orders and how customers can return or exchange products purchased from our online store. By placing an order, you agree to the terms set out below.

We ship orders to customers in the Netherlands, across the EU, and to selected international destinations. Available shipping options, delivery times, and costs are displayed at checkout and may vary depending on the delivery address and the items ordered. We aim to dispatch all in-stock items within 1–2 business days of receiving payment. Estimated delivery times are provided as a guide and are not guaranteed, as they may be affected by factors beyond our control such as customs delays, weather conditions, or carrier disruptions. You will receive a confirmation email with tracking details once your order has been shipped.

Risk in the goods passes to you upon delivery to the shipping address you provided. Please ensure your details are accurate at the time of ordering, as we cannot be held responsible for delays or losses caused by incorrect or incomplete delivery information. If a parcel cannot be delivered and is returned to us, we may charge additional shipping costs for redelivery.

You have the right to return your order within 30 days of receiving it, in accordance with EU consumer protection laws. To be eligible for a return, items must be unused, unwashed, in their original condition, and with all labels and packaging intact. We recommend using a tracked shipping method for returns, as we are not responsible for items lost in transit. Unless the item is faulty or incorrect, return shipping costs are the responsibility of the customer.

To initiate a return, please contact us at operations@merso.com with your order number and details of the item you wish to return. We will provide instructions on how to send the item back. Once we receive and inspect the returned item, we will process your refund within 14 days using the same payment method you used for the original purchase. Original shipping costs are non-refundable unless the return is due to our error.

If you receive an item that is defective, damaged, or not what you ordered, please contact us immediately so we can arrange a replacement or full refund at no cost to you. In such cases, we will cover the return shipping costs.

We reserve the right to refuse returns that do not meet the conditions outlined above.

We may update this Shipping & Returns Policy from time to time. The latest version will always be available on our website with the updated effective date. For any questions, you can reach us at Merso B.V., operations@merso.com