Refund policy
We want every piece you keep to feel right. If it does not, Mersa offers a 30-day return window from the day your order is delivered.
Our Return Window
You may request a return within 30 days of delivery.
This is separate from, and does not limit, your statutory right of withdrawal under EU consumer law. If you are a consumer in the EU, you have the right to withdraw from your purchase within 14 days of delivery without giving a reason.
Return Conditions
To be eligible for a refund, items must be returned:
- Unworn, unwashed and unaltered
- With all original tags attached, where applicable
- In their original packaging, where possible
- Free of perfume, deodorant, makeup or signs of wear
We may refuse a return, or apply a reduction in value, if an item is returned used, damaged or in a condition that goes beyond what is necessary to inspect the item.
Items That Cannot Be Returned
Some items may be excluded from return where permitted by law. This may include:
- Personalised or made-to-order items
- Sealed hygiene items where the seal has been removed after delivery
- Pierced jewellery where hygiene protection has been removed
Items marked as sale or discounted items may still be returned where a legal right of withdrawal applies.
How to Start a Return
To request a return, email us at hello@mersastudio.com within 30 days of delivery.
Please include:
- Your order number
- The item you would like to return
- Your reason for return, where applicable
We will reply within 24–48 business hours with return instructions and the correct return address. Please do not send a return without contacting us first.
Return Shipping Costs
| Region | Return Shipping |
|---|---|
| European Union | Complimentary, where a prepaid return label is provided |
If a prepaid label is not available for your location, we will provide return instructions by email. Returns should be sent using a tracked shipping service. We are not responsible for return parcels lost in transit.
Refunds
Once your return has been received and inspected, we will notify you by email. Approved refunds will be issued to the original payment method.
We aim to process approved refunds within 5 business days after receiving and inspecting the return. Depending on your bank or payment provider, it may take a further 3–10 business days for the funds to appear in your account.
If you withdraw from your purchase under your statutory right of withdrawal, we will refund the standard delivery cost for the original shipment where required by law. Additional costs for premium or express delivery options may not be refunded.
Exchanges
We do not currently process direct exchanges. If you would like a different size, colour or item, please return the original order for a refund and place a new order.
Faulty, Damaged or Incorrect Items
If your order arrives damaged, faulty or incorrect, please contact us within 48 hours of delivery at hello@mersastudio.com.
Please include your order number and clear photos of the issue. If the item is confirmed to be faulty, damaged or incorrect, we will arrange a suitable solution, such as a replacement or full refund, including applicable shipping costs.
Right of Withdrawal
If you are a consumer in the European Union, you have the statutory right to withdraw from your purchase within 14 days of delivery without giving a reason.
To exercise this right, contact us at hello@mersastudio.com with your order number and a clear statement that you wish to withdraw from your purchase.
After notifying us of your withdrawal, you must return the goods without undue delay and no later than 14 days from the day you informed us of your withdrawal, unless we provide different return instructions.
Contact
Mersa Studio
Email: hello@mersastudio.com
KvK: 87296632
VAT: NL004391060B79
Le Mairekade 77
1013 CB Amsterdam
Netherlands