Refund & Return Policy

Last updated: 1 October 2026

Which rules apply to your order depends on the delivery address of your order:

• Section A – European Union, EEA (Norway, Iceland, Liechtenstein) and United Kingdom: you have the statutory 14-day right of withdrawal. Return shipping is paid by you.
• Section B – All other countries, including the United States, Canada, Switzerland, Australia, Japan, Singapore and New Zealand: all sales are final. There are no change-of-mind returns, exchanges or cancellations after dispatch. Damaged, faulty, wrong or missing items and parcels that do not arrive are handled by email under Section C.
• Section C – Problems with your order and Section D – General conditions apply to every order.

Section A – EU, EEA and United Kingdom: 14-day right of withdrawal

A1. Your right. If you are a consumer and your order was delivered in the EU, Norway, Iceland, Liechtenstein or the United Kingdom, you may withdraw from your purchase within 14 days without giving a reason. The period starts on the day you (or a person you named) receive the goods; if your order is delivered in several parcels, on the day you receive the last one. This right applies to consumers only, not to business purchases.

A2. How to withdraw. Send an unambiguous statement by email to info@mera-fashion.com before the 14 days are over, with your order number and the item(s) you are returning. We confirm receipt and send you the return address and instructions within 1–5 business days — please wait for our reply before sending a second email. Return addresses are issued per order — please wait for ours before sending anything. Parcels sent without prior notice, or to an address other than the one we give you, can be delayed considerably or returned to the sender at the sender's cost.

A3. Returning the goods. Send the goods back no later than 14 days after the day you told us you are withdrawing. You bear the direct cost of returning the goods. We do not provide prepaid return labels. Use a tracked service and keep your proof of postage: until the parcel reaches us, it is your responsibility. A return that is lost on the way back can only be refunded if you can prove that you sent it; claims for lost return parcels are made with your carrier. Return parcels sent with postage due, "freight collect" or with import charges payable by us are refused.

A4. Condition of the goods. You may inspect and try on the goods as you would in a shop: try shoes on indoors, on a clean surface, for a few minutes. Items must come back unworn, unwashed and undamaged, with all tags, laces, inserts, dust bags and accessories, in the original undamaged shoebox or product packaging. The shoebox is part of the product: pack it inside a shipping box and do not tape, label or write on it. If the value of the goods is diminished because they were handled beyond what is necessary to establish their nature, characteristics and functioning — for example worn outdoors, creased, dirty or scuffed soles, odours, stains, a missing or damaged box, missing tags or accessories — we deduct the loss in value from your refund. This deduction can be up to the full price of the item.

A5. Your refund. We refund all payments we received from you for the returned items, including the standard delivery cost if the whole order is returned (our standard shipping is free), to the payment method you used. Klarna and PayPal refunds are processed through Klarna or PayPal. We refund no later than 14 days after the day we receive the goods back, or the day you provide proof that you sent them, whichever is earlier — in practice usually within 5 business days after inspection. We may withhold the refund until we have received the goods or you have supplied proof of sending them. Your bank may need a few extra days to show the amount. If you return only part of an order that benefited from a multi-item discount, bundle price or free gift, the discount is recalculated on the items you keep, or the gift must be returned as well.

A6. Exceptions. The right of withdrawal does not apply to personalised or made-to-order items, or to sealed goods that are not suitable for return for health or hygiene reasons (for example underwear, socks or swimwear) once the seal has been broken.

A7. Exchanges. We do not offer direct exchanges. Need another size? Return the item under this section and place a new order — that way the right pair is reserved for you immediately.

A8. Your legal guarantee. Independently of the right of withdrawal, you have the statutory legal guarantee of conformity (at least two years in the EU and EEA; in the United Kingdom under the Consumer Rights Act 2015). See Section C.

Section B – United States, Canada, Switzerland and all other countries: all sales are final

B1. No change-of-mind returns. For orders delivered outside the EU, the EEA and the United Kingdom — including the United States, Canada, Switzerland, Australia, Japan, Singapore, New Zealand and every other country — all sales are final. We do not accept returns, exchanges or refunds because an item does not fit, is not what you expected, was ordered in the wrong size or colour, or is no longer wanted. The 14-day right of withdrawal in Section A is a European consumer right and does not apply to these orders.

B2. Why. Every international order is shipped, insured and customs-cleared individually, and we pay the outbound shipping and import charges so that you have nothing to pay on arrival. These costs cannot be recovered once a parcel has left. Please use the size guide and the size tip on every product page, and email us before ordering if you are unsure — we are happy to advise.

B3. Cancelling an order. An order can be cancelled or changed free of charge only within 5 hours of being placed: email us immediately with your order number. After 5 hours the order is being processed and can no longer be cancelled or changed, and once dispatched it must be accepted (see D2 on refused parcels).

B4. Problems with your order. If an item arrives damaged, faulty or is not what you ordered, or your parcel does not arrive, you are covered under Section C. Email us within 7 days of delivery.

B5. Exceptions are at our sole discretion. We may, exceptionally and at our sole discretion, agree to take an item back as a gesture of goodwill. Such an exception is never guaranteed and only exists if we confirm it in writing (email) before you send anything. If we do: the item must meet the conditions of A4; return shipping, insurance, tracking and any customs charges on the return are paid by you; and our actual outbound shipping cost, the import duties and taxes we paid on your order and a handling fee of €15 are deducted from the refund (or we may offer store credit instead). Parcels sent to us without our written confirmation are not accepted: they are returned to the sender at the sender's cost or, where that is not possible, cannot be refunded.

B6. Your local law. If the mandatory consumer law of your country of residence gives you a right to cancel a distance purchase that cannot be excluded by contract, that right is not affected by this section and applies as set out in that law. The practical conditions of Section A (notice by email, return at your own cost, condition of the goods) then apply as far as that law allows.

Section C – Problems with your order (all countries)

C1. Damaged, faulty, wrong or missing items. Check your order as soon as it arrives. Email info@mera-fashion.com with your order number, a short description and clear photos of the item, the shoebox, the shipping box and the shipping label. Keep all packaging until the case is closed — we need it for the carrier claim.

• Outside the EU/EEA/UK: report within 7 days of delivery. Claims made after 7 days cannot be accepted.
• EU/EEA/UK: please also report transit damage within 7 days so that we can claim with the carrier. Your statutory legal guarantee is not affected: if a product turns out to be defective later, report it to us as soon as you discover it (where your national law sets a notification period — two months in Belgium — that period applies).

Based on your photos we decide whether the item has to be sent back. If we ask you to return it, we provide a prepaid label or refund the return cost agreed with you in advance. We then offer a replacement of the same item (if in stock), a repair, or a refund including any shipping you paid, in line with your statutory rights. Not covered as defects: normal wear, damage caused by use, sizing or fit, and minor cosmetic variations that are normal for mass-produced footwear (small glue traces, slight stitching or colour variations, a dented or scuffed shoebox).

C2. Delayed parcel or tracking not updating. Tracking can pause for several days while a parcel moves between hubs or clears customs, especially on international routes — this is normal and does not mean the parcel is lost. In rare cases delivery can take up to 25 business days, as stated in our Shipping Policy. If you are concerned, email us with your order number and we will provide up-to-date information on your parcel.

C3. Tracking says "delivered" but you have nothing. Parcels are sometimes scanned shortly before they are physically handed over, so please allow 24 hours. Then check with household members, neighbours, your building's reception or mailroom, and the pickup point or safe place shown in the tracking. If the parcel still cannot be found, contact the carrier directly with your tracking number (where the carrier allows the recipient to do so): the carrier holds the delivery details (GPS location, photo or signature) and handles delivery claims. Once a parcel has been scanned as delivered to the address you provided, the delivery is considered completed and we are unable to intervene in the carrier's delivery process.

C4. Wrong or incomplete address. Please check your address at checkout. If a parcel cannot be delivered or is lost because the address you entered was wrong or incomplete, we are not responsible. If it comes back to us, we can reship it once you have paid the new shipping cost and any return or customs charges we incurred.

Section D – General conditions (all countries)

D1. Cancelling an order. Only within 5 hours of placing the order — email us immediately with your order number. After that the order is being processed and can no longer be cancelled or changed. After delivery, EU, EEA and UK customers can use the right of withdrawal in Section A; for all other countries the order is final (Section B).

D2. Refused, uncollected or undeliverable parcels. Always accept your parcel and collect it from the pickup point within the carrier's holding period. Refused, uncollected or undeliverable parcels are not refunded. If such a parcel is sent back to us anyway, we may at our discretion refund the order minus the costs of the failed delivery and return transport, any customs charges we have to pay and a €15 handling fee. For EU, EEA and UK consumers: refusing or not collecting a parcel is not a withdrawal notice — if you want to withdraw, email us within 14 days (Section A); the return transport costs of a refused or uncollected parcel are then deducted from your refund.

D3. Customs. Parcels delivered outside the EU may be inspected by customs. We are not responsible for delays, detention, refusal of entry or seizure by customs, or for a recipient not responding to customs requests; orders affected by such actions may not be eligible for a refund or replacement (see our Shipping Policy).

D4. Refunds. Refunds are always made to the original payment method, never in cash or to another account. If you paid with Klarna, your payment plan is adjusted automatically. Processing times are set out in A5 and C1; your bank, Klarna or PayPal may need a few extra days to show the amount.

D5. Our right to refuse. We may refuse a return that does not meet these conditions — for example worn items, a missing or damaged box, no prior notice, outside the time limits — and send it back to you at your cost, or refund it with a deduction for the loss in value.

D6. Disputes. Please contact us first: almost everything is solved by email within a few days, and a chargeback or payment dispute opened before contacting us only slows things down. Consumers in Belgium can contact the Consumer Mediation Service (Consumentenombudsdienst); consumers elsewhere in the EU can contact the European Consumer Centre in their country.

D7. Contact. info@mera-fashion.com — we reply within 1–5 business days. Please wait for our reply before sending a second email: duplicate emails do not speed things up and can delay the queue. For a return address, simply email us with your order number. MeraFashion, Brugsesteenweg 56, 8531 Harelbeke, Belgium, VAT BE 1010.359.126.

By placing an order you confirm that you have read and accepted this policy. Where this policy differs from the mandatory consumer law of your country of residence, that law prevails.