How do I start a return? What is the process?Updated 11 days ago

Note: This return policy is specific for our North American site, please refer to our regional EU, UK or International sites based on your country.

Our return policy is designed to offer full transparency and guarantee customer satisfaction. You have a 30-calendar day window from the fulfillment date to return items for an exchange or refund. To ensure a smooth process, please note the following basic conditions:

The product must be brand new & in an unworn resalable condition. (Scratched soles will not be accepted, so please try on the shoes on a carpeted surface).
MTO, Custom and Final Sale items cannot be returned or exchanged.
The product must be returned in the same condition as it was sent. Including the original packaging (Meermin shoe box + dust bag/s + shipping packaging). Do not use the Meermin shoe box as a shipping container.

Considering the shipping destination of your order, please find the location-based return policies outlined below:

USA Returns Procedure:

We’re committed to providing easy and cost-effective returns for our customers in the United States. Here’s everything you need to know about our return process and options.

Unlock Free Returns Option:

To offer you flexibility, we provide an option to unlock free returns on eligible items for a $5.00 fee at the time of purchase. Here’s how it works:

If the $5.00 Free Returns Fee is paid at Checkout: There will be no additional charge for shipping the eligible items back to us. The return label will be provided free of charge, making the process convenient and hassle-free.
If the Free Returns Fee is not paid at checkout: You can still start a return, but a flat fee of $9.50 will apply to cover the return label and restocking.
The Free Returns Fee option is currently only available for US, EU and UK orders.

Important Note: The option to unlock free returns does not apply to items that are marked as final sale or to orders subject to other store policies that restrict returns. Please review your item’s eligibility for return before completing your purchase.

Regardless of whether you opted for prepaid returns at checkout, follow these steps to initiate and complete your return:

Visit our Returns Portal here.
Access the portal using your Email address & Order number.
Select the item(s) you would like to return and the reasons you are returning them.
Print the prepaid shipping label provided and mail in the package.
Please send the item(s) back to us within 7 days of printing the label to be eligible for an exchange or refund. Timely return ensures that we can process your request as smoothly as possible.
Please fill out the Return Form and include it in the return.

CANADA Returns Procedure:

For all of you shopping form Canada & Mexico, please follow these steps:

Visit our Returns Portal here.
Access the portal using your Email address & Order number.
Select the item(s) you would like to return and the reasons you are returning them. (Some of the return reasons require a follow-up reason to be selected before moving on to the next page.)
At this moment we are not able to provide International return labels, so you'll have to ship the package on your own.
Once available, please provide us with the tracking number and return form.
Please fill out the Return Form so we can speed up the return/exchange process upon package arrival.
When shipping back Internationally any item/s, Meermin recommends using National Post Service. If the value of the item/s is over $100, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item and Meermin will not be responsible for any parcel lost in transit when being shipped back.
Please clearly mark the package as RETURN TO SELLER to expedite the return through customs if necessary.
Please have the packages shipped to the following address:

Meermin Shoes c/o Returns
123 Mercer Street
New York, NY 10012
USA

Useful information for Returns:

Processing Time: Once we receive your return, please allow 5–10 business days for processing.
Exchanges: Once we receive the returned item(s), Meermin will ship the replacement item(s). If the Free Returns Fee was purchased at checkout, the exchange is processed at no additional cost. If not, a $9.50 return label and restocking fee will apply. For a second exchange on the same order, the customer is also responsible for the outbound shipping costs.
Refunds: Refunds are processed within 10 business days of receiving your return. Only the cost of the returned item(s) is refunded; original shipping costs are non-refundable. If the Free Returns Fee was not paid at checkout, a $9.50 return label and restocking fee will apply. Once processed, the refund may take up to 14 days to appear in your account, depending on your bank. Refunds can only be issued to the original payment method.
Store Credit: You may choose store credit instead of a refund and receive an additional $10 bonus toward a future purchase. Once issued, store credit cannot be cancelled or transferred. If the Free Returns Fee was not purchased at checkout, a $9.50 return label and restocking fee will apply.
Defective Items: If you believe your item is defective or there is a problem with your order, please contact us within 7 days of receiving it and include photos so we can review your case.
Rejected Packages: If you refuse a parcel and it is returned to Meermin, any return shipping charges, taxes or duties we incur will be deducted from your refund.
Returns Without Instructions: If a return arrives without telling us whether you want an exchange, refund or store credit, store credit will be issued by default. This store credit is valid for 12 months from the date of issue.

We’re here to help with any questions about your return. Please reach out to our customer support team if you need assistance.

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