Shipping policy

At Merme, every piece is carefully curated and thoughtfully packed to ensure it reaches you safely and beautifully. Our shipping and handling practices are designed to balance efficiency with the care that handcrafted products deserve.

1. Shipping

1.1 Order Processing & Dispatch

• Orders are typically processed and shipped within 48 hours of order confirmation.
• Certain handcrafted or made-to-order items may require additional preparation time. If your order includes both standard and special items, shipments may be split, with ready items delivered first.
• You will be notified in case of any significant delay.

1.2 Shipping Charges

• Free shipping on all domestic orders above ₹1,299
• Orders below this value may incur a standard shipping fee, shown at checkout
• International shipping charges, customs duties, and taxes (if applicable) are borne by the customer
• Free shipping does not apply to international orders or returns

1.3 Order Tracking

Once your order is shipped, tracking details will be shared via:

• Email
• SMS
• WhatsApp

This allows you to follow your order’s journey until it reaches you.

2. Returns, Replacements & Exchanges

2.1 Returns

Merme does not accept returns for reasons of preference, variation in craftsmanship, or change of mind. Each Merme piece is handcrafted, and subtle differences in finish, glaze, or form are natural and celebrated as part of the process.

2.2 Replacement / Exchange (Eligible Cases Only)

Replacements or exchanges may be offered only in cases where:

• The product received is damaged, or
• The product received is incorrect

Key points to note:

• A replacement or exchange will be initiated only after the original item has been picked up or returned.
• Replacement availability is subject to stock. In cases where a replacement is not possible, Merme Store Credit may be issued as per policy.

2.3 Reverse Pickup & Non-Serviceable Pin Codes

• Most pin codes are serviceable for both forward and reverse logistics.
• In rare cases where reverse pickup is unavailable, you may be requested to return the product using an alternate courier (such as India Post).
• In such cases, Merme will reimburse reasonable return shipping costs up to ₹150 upon verification.
• Any return shipping charges exceeding ₹150 will not be reimbursed.
• For non-serviceable locations, customers are responsible for returning the product and will receive reimbursement (up to ₹150) via store credit.

Missing or Empty Package Claims

In the unlikely event of:

• An empty parcel, or
• A missing product

Please contact our customer support team within 48 hours of delivery.

To process the request, we require:

• A clear 360-degree unboxing video showing the sealed package being opened

Please note:

• Claims without sufficient evidence
• Or with visible signs of tampering

may not be eligible for resolution. In all such cases, Merme reserves the right to take the final decision.

Important Notes

• Delivery timelines may vary based on location, courier partner, and external factors.
• Store credits (where applicable) are issued as per Merme’s Return & Store Credit Policy.
• Merme is not responsible for delays caused by force majeure events, courier disruptions, or incorrect address details provided by the customer.

Need Assistance?

For any shipping, delivery, or handling queries, please reach out to us: