1. What payment methods do you currently accept?
We currently accept payment via Credit Cards, Western Union and Bank Transfer.
2. How can I check my order status?
If you want to track the status of your order, like where is your order, when you will receive your order, whether your order has been dispatched yet, please log in first and click My Orders at any page of the website or visit http://www.merleshop.com/sales/guest/form/ if you are not a registered user.
3. How is sales tax and/or VAT paid?
The product prices you see has already included such taxes and the final price you pay at checkout will be final.
Note: please be aware that some countries may charge a customs import duty tax that you may have to pay, please check with your local customs office for further information.
4. Where can you ship to?
We ship worldwide. There may be particular locations that we might require additional information to ship to, However, if such a rare event were to occur, we will get in touch with you ASAP.
5. What kind of warranty or guarantee do you offer on your products?
We sell products that we believe to be of high quality and reliability. Before shipping each dress to our customers, our Q&C personnel will do detailed check to ensure the high quality and Never on purpose send out damaged or faulty goods.
6. The dress price you wrote on the invoice is lower than the actual price,why?
For avoiding the custom tax,we always write a lower price on invoice so that the parcel can pass the custom without any extra.Otherwise, customers have to pay a high amount import custom tax.
7. What is your Return Policy?
Customers need to contact MerleShop.com Customer Service to initiate the return process within 7 days upon receiving your items. If your product arrives in a defective manner, mis-shipped or color error, you are qualified to get a full refund. However, if the item is not faulty or it is made accordance with the size you ordered but does not fit, please note that we will Not accept your returned item. Anyway Customers bear the freight of returns.
8. How much will the shipping cost?
We have two shipping methods including expedited shipping & standard shipping. The shipping fee varies from country to country. It also depends on the weight of the items you order. You may place a test order to check the shipping fee.
9. How long is the delivery time?
Usually it takes 15-20 days to make wedding dresses and 12-18 days to make other dresses since the day you place an order. The shipping time also differs in shipping methods. The fastest shipping - expedited shipping takes 2-5 days for the shipment. The standard shipping takes 3-8 days. The sooner you place an order, the sooner we start preparing your dress. If you choose the rush order, the delivery time will depend on what you select.
10. How is MerleShop.com different from other online bridal stores?
MerleShop.com goes right to the source to purchase our beautiful gowns. The gowns we sell are of the same high quality as the designers sold in traditional salons and by other online retailers. Although we do not sell “designer” labeled gowns, you still get a beautiful bridal gown, without the designer price.
11. Why my shopping cart is cleared when checking out?
MerleShop.com needs your browser to enable cookies to process some data to shopping cart system. If you cannot add products to shopping cart or products are cleared when checking out, it may be the result that you have disabled the cookies. So just enable it and here are some tips on how to enable your cookies.
1. If you choose the 3D credit card payment, please visit how to activate your auth code when pay the order.
2. We have a strict security check before you go through for the international payment. If your payment card has high risk of security matter, we may refuse your payment. Generally, you may fail to pay at the first-time try because the secure level is the highest. So you just need to pay again and then the secure level will be lower than the former one. If you find that your payment fails over 4 times, please change another card or contact us at service [at] merleshop.com ASAP for assistance. This is because your credit card is regarded as "high risk card" by our automatic-check system.
13. I like the product on your Facebook page, how do I buy it?
Products posted on our Facebook page are in Limited Sales or As Gifts for our specific customers. Most will not be sold to the public. If you are fond of them, please contact us first .
You may also have these questions:
Q: I was wondering if anyone can tell me whether or not i could get it to fit with being pregnant?
A: Yes, but it is suggested that you tell us your body size about a month ahead of the wedding. We can make the dress fit your body.
Q: Is your size chart based on UK or USA standard? How is better to order right size?
A: Our size chart is made on our own, different from UK and USA size. You need to check our size chart to choose the right size. You may also refer to our measuring guide to see how to get professional measuring. If you have concerns about the size, we highly suggest you choose the custom size. Please get the professional measurements first and fill in the exact measurements when you place an order.
Q: What if I would like the dress shorter? What measurements should I provide in the custom order fields?
A: You can give us a smaller Hollow to Hem size. Please kindly measure yourself carefully and choose a size that fits you most. We also suggest you tell us that you need the dress shorter in the "note" field at the product page. Then we will know. Thank you.
Q: What if I would like to do some alterations on the dress, like adding the straps or changing the back style? Do I need to pay extra money?
A: Yes you may need to pay extra if you require any alterations on the dress.
Q: If I order this dress in a standard size, can i return it if it does not fit?? Or if I just do not like it?
A: If we send wrong or unmatched dress, we will take all responsibility and give you a top solution to your best satisfaction. We are afraid that return without reason is not acceptable. So please measure your body precisely in accords with our website size chart. We offer the Size & Color Guide for your good use. Each dress you order will be made from scratch totally according to your specifications. Our tailors will make the perfect dress for you :)
Q: Hi I would love to order this dress for my wedding in April do you all ship to Trinidad & Tobago in the Caribbean?
A: Yes, we ship worldwide. However, we may need some more specific information about your shipping address. And then you can just add your favorite products to cart, and follow the procedure to fulfill the payment. Then you can just stay at home and wait for your product to come in due course.
Q: I'm trying to order a dress with knee length in custom size. When I am entering in my measurements as I want this in the Short length and not the long length, I'm still being asked to give the hollow to floor measurements which I do not require. Can you please tell me how I am able to place the order for this in the short length and not the long?
A: For the short dresses, our dressmakers will make the length based on the hollow to hem you fill in. You may also need to fill in the hollow to floor measurement, which can help us calculate your height so that we can ensure making the knee length dress for you. You may refer to our measuring guide to see how to get professionally measuring.
Q: Hi do you have real stores? Where can I try the dress on? I am a bit nervous to order the dress online without trying it on first..
A: We are so sorry but we do not have real stores in your place and we just do online business. We make high quality dresses in accordance with the pictures. While shopping online, you can also enjoy more competitive prices. Please feel free to contact us and we are willing to give you some professional suggestions.
Q: Can I place my order over the phone?
A: For the moment, we only accept orders on line. You can pay for your order with your credit card, namely, Visa, MasterCard, Western Union and Bank Transfer.
Q: I placed my order and my payment just was not gone through?
A: Please do not worry. Log in to My Order, click on the order you need help with and specify the payment problems you encountered. We will give you a reply within 24 hours to sort the problems out or give you other methods for payment.
Q: Dear staff, i would like to know the price of shipping for dresses of your website, or is it free? Thank you in advance.
A: Please understand that the dress is not of Free Shipping. The shipping time and cost depend on your specific address, the weight of the items as well as the shipping method you choose.
Q: Can I change the size and color for my dresses after payment?
A: We can change the size and color for you but you may need to contact us within 12 hours after you complete the payment.
Q: I am wondering what "hollow to floor" means, i am hoping to put in the custom order.
A: Hollow to Floor is the length from your hollow (center of the collarbone) to the floor. When you measure it, please take the tape from your front, with bare foot. You should stand upright and your feet should keep together.
Q: Hi, I am getting married in april next year but i live in australia and would have to get custom fit, would my dress be here in time.
A: Surely we can deliver the dress to you on time. Usually it takes 15-20 days to make wedding dresses and 12-18 days to make other dresses. The fastest shipping just takes 2-5 days for the shipment. We suggest you order your dress about 2 months before your big day. Thanks.