TERMS
THE TERMS & SERVICES OF OUR CLOTHING BRAND
order processing
Please allow 2-10 business days for your order to be processed. Once your order is shipped, you will receive a tracking number via email. Please allow 2-10 business days for your order to arrive once shipped for Australian, UK and EU orders and an additional 10-15 days for international orders.
We are not responsible for any lost, stolen, or undelivered packages. If your package is marked as delivered but you have not received it, please open an investigation with the carrier. We will not replace any packages.
If you have any questions regarding your order email support@mertra.comOUR WAREHOUSES
We fulfil orders out of 3 warehouses – 1 in Australia (AU), 1 in the United Kingdom (UK) and 1 in the Netherlands (EU).
HOW DOES IT WORK?
Your order will dispatch from the warehouse with the cheapest shipping rates according to your location.
For example, our website will automatically determine that AU or New Zealand customers will have their order dispatched from our AU warehouse, UK customers will have their order dispatched from our UK warehouse and European customers from our EU warehouse.
If a product sells out in the warehouse closest to you but is in stock in our other warehouse, you can still order the product, as long as you’re happy to accept the increased shipping costs & delivery times.
Family Hiking Trips
UNEXPECTED DELAYS
In some instances, the delivery may take longer than the standard shipping times stated on the checkout page. External factors might cause shipping delays such as international customs processing and holidays that we cannot control. Please contact us if your package is taking too long to arrive and we will work with you to try & resolve your situation.
REFUNDS & RETURNS
We accept returns on full priced items within 14 days of receiving your order, if the product is in stock.
To be eligible for a refund, your item must be faulty or damaged.
We do not accept size swaps / exchanges / returns on sold out products.
We do not accept exchanges or returns on products that are not in original condition, with tags on.
If you were sent the wrong item or your product is defective, please email support@mertra.com within 14 days of receiving your order.
Shipping costs are non-refundable.
We do not cover the shipping costs for any returned items or unclaimed orders. If your unclaimed order is returned to us & you wish for it to be reshipped, we will not cover the shipping costs and the restocking fee will be applied to your order.
Your order may be cancelled if the product you ordered is out of stock/oversold.
OUR WAREHOUSES
We fulfil orders out of 3 warehouses – 1 in Australia (AU), 1 in the United Kingdom (UK) and 1 in the Netherlands (EU).
HOW DOES IT WORK?
Your order will dispatch from the warehouse with the cheapest shipping rates according to your location.
For example, our website will automatically determine that AU or New Zealand customers will have their order dispatched from our AU warehouse, UK customers will have their order dispatched from our UK warehouse and European customers from our EU warehouse.
If a product sells out in the warehouse closest to you but is in stock in our other warehouse, you can still order the product, as long as you’re happy to accept the increased shipping costs & delivery times.