TERMS

SHIPPING & ORDER PROCESSING

MERTRA fulfils orders from our Australia (AU), United Kingdom (UK) and European Union (EU) warehouses.

Please allow 2–10 business days for your order to be processed. Once your order has been dispatched, you'll receive your tracking details via email. Alternatively, you can sign into your account with your email address and track it through our website.

Delivery timeframes vary depending on your location, shipping method and the warehouse your order is dispatched from.

Where possible orders will be shipped from the warehouse closest to you. If stock is unavailable in your local warehouse, your order may be dispatched from another MERTRA warehouse. This may result in longer delivery times, increased shipping costs or customs charges where applicable.

Some orders may be shipped in multiple parcels if items are fulfilled from different warehouses.

If your order hasn't arrived within the expected timeframe, please contact support@mertra.com and we'll be happy to help.

SHIPPING RATES & CUSTOMS

Worldwide shipping is available.

Shipping costs are calculated at checkout based on your location and order weight.

International orders may be subject to duties, taxes or customs charges imposed by your local authorities. These charges are not collected by MERTRA and remain the responsibility of the customer.

For orders shipped to the United States, duties and taxes are collected at checkout and shipped via DDP with FedEx from our UK warehouse. For all other destinations, these charges are not collected by MERTRA and remain the responsibility of the customer.

SHIPPING & DELIVERY

Once your order has been dispatched, it is in the care of the shipping carrier.

If your parcel is delayed or appears to be lost in transit, please contact us and we'll work with the carrier to investigate where possible.

MERTRA is not responsible for parcels that are stolen after delivery, delivered to an incorrect address provided by the customer, or left in a safe place requested by the customer or authorised by the carrier.

RETURNS

We accept returns on eligible full-priced items within 14 days of delivery, provided your return is lodged through our support team via email within this timeframe. Please note all returned orders will incur a restocking fee.

Returned items must be unworn, unused, in their original condition and returned with all original tags attached.

Where available, eligible returns may be exchanged for another size or product. If your preferred item is unavailable, we'll happily issue store credit so you can shop a future MERTRA release.

We do not accept returns or exchanges on:

Sale items or Final Sale items.
Worn, washed or damaged products.
Products returned without original tags.
Products that are not in their original condition.

Return shipping costs are the responsibility of the customer unless the item is confirmed to be faulty or incorrect.

Original shipping costs are non-refundable.

FAULTY OR INCORRECT ITEMS

If you've received an incorrect item or believe your item is faulty, please contact support@mertra.com within 14 days of delivery with your order number and clear photos of the issue.

Where a product is confirmed to be faulty, we'll work with you to provide an appropriate remedy in accordance with applicable consumer laws.

INVENTORY

While we work hard to maintain accurate inventory, stock discrepancies can occasionally occur.

If an item becomes unavailable after your order has been placed, we reserve the right to cancel the affected item or order and provide a refund or store credit.

OUR WAREHOUSES

MERTRA operates warehouses in Australia (AU), the United Kingdom (UK) and the Netherlands (EU).

Orders are automatically routed based on stock availability and your delivery address. Our system will always prioritise the most cost-effective shipping option available to you.

Some orders may be split across multiple warehouses if products are only available in different locations.Shipping origin and any split shipments will be clearly shown at checkout before you complete your purchase.