Frequently Asked Questions (FAQs)

Last Updated: August 2026

Welcome to the Merbees Frequently Asked Questions page. Here you'll find answers to the questions we receive most often. If you can't find the information you're looking for, please feel free to contact our Customer Support team.

Orders

How do I place an order?

Simply browse our products, add your chosen items to your cart, and proceed to checkout. Once your payment has been successfully processed, you'll receive an order confirmation email.

Can I change or cancel my order?

If your order has not yet been processed, we'll do our best to help you change or cancel it.

Please contact us as soon as possible at support@merbees.com.

Once an order has been dispatched, it can no longer be cancelled and must be returned in accordance with our Return & Refund Policy.

How do I know if my order was successful?

You'll receive an order confirmation email shortly after your purchase. If you don't receive it, please check your spam or junk folder or contact our support team.

Shipping

Where do you ship?

We currently ship within the United Kingdom only.

How long does delivery take?

Our estimated delivery times are:

Processing Time: 1–2 business days
Transit Time: 6–8 business days
Estimated Delivery: 7–10 business days

Delivery times are estimates and may vary during busy periods or due to courier delays.

How much does shipping cost?

Shipping charges are calculated and displayed during checkout before you complete your purchase.

Any free shipping promotions will be clearly advertised on our website.

Will I receive tracking information?

Yes. Once your order has been dispatched, we'll send you a shipping confirmation email with your tracking information (where tracking is available).

Payments

Which payment methods do you accept?

We currently accept:

Visa
Mastercard
American Express
Maestro
UnionPay
Discover
Diners Club
Apple Pay
Google Pay
Shop Pay

All payments are processed securely through encrypted payment gateways.

What currency do you charge?

All prices are displayed in British Pounds Sterling (GBP £) unless otherwise stated.

Returns & Refunds

What is your return period?

You may request a return within 30 days of receiving your order.

Who pays for return shipping?

Defective, damaged, or incorrect items: We cover the return shipping costs.
Change of mind returns: The customer is responsible for return shipping costs.

How long do refunds take?

Approved refunds are processed within 7 business days.

Depending on your payment provider, it may take an additional 5–10 business days for the funds to appear in your account.

Can I exchange an item?

Yes. If you would like a different size, colour, or product, please contact our customer support team. Exchanges are subject to product availability.

Products

Are your product photos accurate?

We make every effort to display products accurately. However, colours and appearance may vary slightly depending on your device or screen settings.

Are all products in stock?

Product availability is shown on each product page. Occasionally, items may become unavailable after an order is placed. If this happens, we'll contact you promptly with available options.

Account

Do I need an account to place an order?

No. You may place an order as a guest if guest checkout is available.

Creating an account allows you to view your order history and enjoy a faster checkout experience.

I forgot my password. What should I do?

Click "Forgot Password" on the login page and follow the instructions to reset your password.

Privacy & Security

Is my payment information secure?

Yes. Payments are processed using secure SSL encryption through trusted payment providers. We do not store your complete credit or debit card information.