FAQ
SHIPPING
When will my item arrive?
For all standard shipping to urban areas, please allow up to 5-7 business days for your order to arrive. Rural areas can take longer.
Where is my order dispatched from?
Orders are shipped from our warehouse based in Auckland, New Zealand
I entered the wrong address, how can I change it?
Please double check your address prior to completing checkout. If you do need to change your address and your order has not been shipped please contact customer service immediately by emailing us at hello@merasilk.com
RETURNS
What is your returns policy?
Please read our full Returns Policy here.
What does Return stand for?
Return stands for your ability to physically return your parcel back to us. Return does not mean refund. Please refer to our return policy here for further information around your garment.
How do I make a return?
Please make sure items are returned in original condition with all original garment tags attached within fourteen (14) days of delivery.
Why was I denied to return my item?
If you are denied for a return it usually means that you have not met the conditions of our Return Policy. Please read our Returns Policy here
SALE
What does Final Sale mean - Can I return my item?
For all products marked with FINAL SALE, there is a strict no returns, exchange or refund policy, unless your item is deemed faulty. Due to the reduced pricing of our Warehouse Sales some items may have slight imperfections or reasonable flaws which we do not consider a fault. If something you ordered has a minor manufacturing fault, we will assist to organise a replacement or a repair. If your garment is deemed to have a major manufacturing fault you have the option of a replacement, refund or credit note. Items that are damaged as a result of normal wear and tear are not considered faulty. If you believe you have received a faulty item, please contact us immediately at hello@merasilk.com
Can I return a sale item?
Yes, sale pieces can be returned for an e-credit which is valid for 12 months from date of issue granted that the item meets our conditions of return.
Items marked as FINAL SALE and included in our Online Warehouse Sale are considered final, unless deemed faulty.
I missed out on shopping during your sale, can you extend the sale for me?
Unfortunately we are unable to extend our sale offer beyond the specified start and finish times as advertised.
PRE-ORDER
What is a pre-order?
Pre-ordering an item secures your size on the spot. When stock is received to our Auckland warehouse, orders will be dispatched to customers who have placed a pre-order before it is made available to the general public.
When will my pre-order be sent?
Items marked with Pre-Order will be dispatched from our Auckland Warehouse once the items become available. Please refer to the individual product details for more information.
Can I return my pre-ordered item?
Yes. Our normal returns policy will apply to pre-ordered items.
PAYMENT
What payment methods do you accept?
We accept Mastercard, Visa, AfterPay (coming soon)
Can I pay using AfterPay? – Coming Soon
Yes, you can checkout using AfterPay if you are located within New Zealand and have an AfterPay account.
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GIFT VOUCHERS
What are your online gift voucher terms and conditions?
When a gift card is purchased online, a hard copy will be mailed to the designated shipping address provided by the customer. A digital copy will also be emailed. Gift cards are valid for a term of 1 year from the date of purchase. Extensions will not be granted. Any unused balance remaining on a gift card upon expiry shall be forfeited and will not be refunded or credited. Mera Silk shall not be responsible to you for any damage to, unauthorised use of, loss or theft of, a gift card. Available for use on full priced and sale items.
OTHER
Can I edit/cancel my order after I placed it?
Sadly no! Once your order has been placed and imported into our system we have no ability to edit it or make any changes for you.
Our dispatch team is conscious of processing orders as quickly as possible. As a result we are unable to cancel it before shipping. Please take your time whilst processing your order. If you do require assistance with an error made with your order please contact hello@merasilk.com
I cannot log into my Mera Silk Account, what can I do?
We do recommend you try our password reset option. If you are still having any issues please reach out to our customer care team at hello@merasilk.com
I can’t find something I wanted to purchase, or it is listed as sold out. What can I do?
If the item is listed as “sold out” we may be receiving more of these items. Please contact us at hello@merasilk.com and we will place you on the waiting list.
What size am I?
Please read our size guide here if you would like further advice on sizing please contact
Where is my confirmation email?
Please note during peak sale times there may be a delay in us processing your order. Please also ensure you have checked your Junk Mail, or contact us at hello@merasilk.com to have another confirmation sent.