Frequently asked questions
Is it possible to make an exchange?
The Merece store does not accept exchanges. You will have to return the product received and place a new order.
Is it possible to get a refund?
You have 14 days to return a product. However, the product must be in perfect condition: unused and with the original box undamaged.
How can I make a return?
To make a return request, you must log in to your account, go to the "Orders" section, view the details of the respective order and click on "return item", then follow the steps indicated.
When and how will I receive my refund?
If the returned product is in perfect condition and in its original packaging, the refund will be processed by the same means as the payment was made. It will then depend on your bank how long it takes to appear in your account.
How can I place an order?
To place an order, we suggest you browse the Merece store and add the products you want to your shopping cart. You can then finalize the purchase by clicking on the button with this indication and entering the details requested for billing and delivery purposes. To complete the process, simply follow the instructions for one of the available payment options.
How can I change the products in an order?
Once the purchase has been finalized and payment made, it is not possible to change the products added. You can place a new order with the correct product and then return the product you don't want.
How can I change the delivery address of an order?
For reasons of carbon savings, all orders from the Merece store are delivered to DPD collection points. Therefore, once you have paid for your order and confirmed it, it is not possible to change the collection point.
How can I cancel an order?
If the order is already separated or on its way to your address, it will no longer be possible to make changes to your order. You will have to receive it and return it later.
How can I check the status of an order?
To check the status of your order, simply log in to your account and check its status in the "orders" tab. To find out the shipping status of your order, simply go to the order details, where you will find the tracking link. Alternatively, you can also check the status of your order via the link in your order shipment confirmation email.
Is it possible to reserve a product to buy later?
Reservations are not possible in the Merece store. However, if you have any particular questions, please contact us at loja@merece.pt and we will assess the situation.
I haven't received an order confirmation email, what should I do?
Please check your spam or junk mail. If you still can't find your confirmation email, check with your bank to see if payment has been made. If it has, please send us an email to loja@merece.pt with proof of payment so that we can proceed with your order.
Will I receive an invoice for my purchase?
Yes, after payment, you will receive an invoice for your purchase by email.
What payment methods are available?
You can choose one of the following payment methods:
Credit Card: To pay by credit card, simply go to the checkout and select the credit card payment method, where you will need to enter your card details. Merece will not store your credit card details. We will only receive a payment confirmation from your bank.
Multibanco: If you are in Portugal, you can choose to pay for your order via Multibanco Entity and Reference. When you select this method, you have up to 48 hours to finalize the payment. Once payment has been made, we will proceed with preparing your order. Payment is communicated automatically, so don't worry, there's no need to send proof.
MBWay: If you are in Portugal, you can choose to pay for your order by MBWay, just choose this option, enter the associated mobile number and confirm the payment in the app.
How can I get a refund in the event of a return?
Refunds, in the event of a return, will be made by the same method by which payment was made.
How long will it take for my order to arrive?
Orders are dispatched within 1 to 2 working days. The time agreed with the carrier is 1 to 2 working days for mainland Portugal and Spain. In the case of delivery to the islands, the delivery time is 4 to 7 days.
My order is late, what should I do?
Delivery methods and deadlines may change depending on the time of year. The dates shown are merely indicative. Promotions, sales and Christmas are particularly susceptible to delays, so we ask for your understanding during these periods. You can still send an email to loja@merece.pt so that we can give you an update on your order.
Who is the transport operator?
Deliveries and collections in Portugal and Spain are handled by DPD. Deliveries to collection points are made from 9 a.m. to 6 p.m. on working days.
Can't find what you're looking for?
If you have any questions or need information, please contact us using our Customer Support.
