Returns/Refunds/Shipping FAQ

Email Us
customerservice@shopmerbella.com

 

RETURN POLICY
* Handmade, custom, and pre-sale items are non- refundable.
* Leggings, Shirts, and sweatshirts are made on demand. Due to being made on demand these items are non-refundable.
* Any and all issues must be resolved within 14 days of the complaint. No exceptions will be made. (Product must be returned in that timeframe.)
* Gift Cards, Handmade, “as-is” items, Clearance, Flash Sale, and Discount Code orders are final sale and non-returnable refundable or exchangeable. No exceptions will be made.
* Leggings, Shirts, and sweatshirts are made on demand. Due to being made on demand these items are non-refundable.
* Any and all issues must be resolved within 14 days of the complaint. No exceptions will be made. (Product must be returned in that timeframe.)
* The price shown on the web site at the time of purchase is the final purchase price, no exceptions. If the price of an item has changed since you purchased that item(s), the new prices are not able to be transferred to any previous orders. We do not offer price adjustments.

* International Returns- Due to the extreme cost of shipping and customs fees, handle international returns on a case by base basis. No international return shipping will be paid.


EXCHANGES
* We do not currently have an exchange process.

HELP, I RECEIVED THE WRONG ITEM
* If you receive the incorrect item, please notify us as soon as possible via email at customerservice@shopmerbella.com. Our customer service agents will send you a pre-paid shipping label. Send the item back and we will ship you the correct item. We must receive the first item before we send out any others.

SALES AND DISCOUNT CODES
* No credit will be given to anyone that missed a sale or discount code.
* Discounts,including discounts on gift cards, can not be used to "stack", on sale items. We reserve the right to cancel or refund an order if this has been done.

SHIPPING
* This is a private, family owned business. Outgoing shipments are dependent on our business hours and any closings due to scheduling, illness or severe weather. Please allow 5-7 business days processing time before your item is shipped. After processing, you will receive an email with a tracking number, if applicable. Please use this to follow your package on its journey to you. Merbella Studios is not responsible for any delays with the shipping company. Merbella Studios is not responsible for lost or stolen packages. Once an item is marked as delivered via the tracking, we are no longer responsible. Please purchase your item at least 15-20 days before it is needed.

SHIPPING FOR MULTIPLE ITEMS
* Items placed in separate orders will be shipped separately. If you want multiple items shipped together please purchase them in one order. Once an order has been placed we are not able to combine them with other purchases.

CLOTHING/APPAREL/LEGGINGS
* As these items are made to order, and shipped straight to from a third party factory, once an order has gone into the printing stage, it cannot be changed or refunded. Occasionally, with the way the dark dyes react with the white fabric, there will be areas with white marks or lines. This happens to about 1 in every 30 orders. These white lines will be visible when the leggings are not on the body. If you receive an item like this, please email customer service. They will ask for photos in the reply email, so be ready to take a few snaps. All placement of graphics can vary by size and by pair of leggings, from those pictured on the website. Refunds are not available if you receive a product with graphics placement that you dislike.

COLOR VARIATIONS
* We try very hard to post photos with the color as close to real life as possible. Please keep in mind that due to the different calibrations and screen colors on your own computer colors may vary slightly when viewing.