Frequently asked questions

How long does order processing take?

We typically process orders within 1–2 business days after you receive the order confirmation email. We don’t process or ship orders on weekends or public holidays.

How long will shipping take?

  • For UK & Australia, orders usually arrive within 3–7 business days after dispatch.

  • For international destinations, shipping can take 7–14 business days after dispatch.
    These are estimates only and may vary due to customs or carrier delays.

Which carriers do you use for shipping?

We partner with trusted carriers like DHL, UPS, and FedEx to ensure your order is delivered reliably.

Do you ship worldwide?

Yes — we offer worldwide shipping. Shipping costs depend on the weight and the delivery location.

Who pays import duties or taxes?

Any import duties or taxes are not covered by Mertra. If your country applies customs fees, you’re responsible for paying them.

Can I return an item if I changed my mind?

We only accept returns within 14 days of you receiving your order, and only if the item is faulty or damaged.

What about exchanges, size swaps or sold-out products?

We do not offer size swaps, exchanges, or returns for sold-out products.

What condition must a return be in?

Returned items must be in original condition, unused, and have all tags still attached.

What if I received the wrong item or a defective product?

If your product is defective or you received the wrong item, email us at contactus@mertrastores.com
within 14 days of delivery.

Are shipping costs refundable on returns?

No, shipping costs are non-refundable. You’ll be responsible for any return shipping fees.

What happens if my order arrives damaged or missing parts?

Contact us immediately at contactus@mertrastores.com
and provide photos of the damage or missing parts. We’ll assist you in resolving it.

Can I cancel my order after placing it?

Orders may be cancelled only before they are processed. Once we’ve started processing, we may not be able to cancel.

What if the item I ordered is out of stock after I place the order?

If an item is out of stock or oversold, we reserve the right to cancel that item from your order and refund the amount.

Why was my order shipped from different warehouses?

We operate two warehouses (UK & Australia). Depending on stock availability and your location, your order may be shipped from one or both warehouses.

How do I track my order?

Once your order ships, we’ll send you a tracking number via email. You can use it to check the status on the carrier’s website.

What if my package is marked as delivered but I didn’t receive it?

If tracking says “delivered” and you haven’t got it, contact the carrier to open an investigation. Unfortunately, we cannot replace packages that show delivered.

How can I contact you for further support?

You can reach us via: