We have created this page to try to answer your questions in advance.
If you do not find the answer you are looking for, you can always contact us at firstname.lastname@example.org
How can I buy a Meraky product?
You can place your order by writing to: email@example.com, or by purchasing on one of the e-commerce stores or boutiques in which we are present.
My bag is faulty, can I get a refund or exchange?
If your bag is faulty, we are more than happy to assess this for you. Please email our Customer Service ( firstname.lastname@example.org). We will then advise if you are eligible for an exchange or a replacement item depending on the nature of the fault, and the age of the product. Please send a photograph of the fault, as well as your order number to email@example.com. We will get back to you as soon as possible.
How do I return my product?
THINGS TO NOTE
All returns should be sent back in the original packaging provided including the dust bag. We are not able to accept items that have been personalised – unless the item is faulty. You may be required to provide photographic evidence before a return will be authorised. Once your return request has been authorised, please package up the unwanted item and enclose the returns form inside the parcel. You will receive the form once your request for return has been accepted. Please ensure that all shoulder straps/backpack straps are inside the bag, to avoid damage in transit.
Please contact our Customer Care team by emailing firstname.lastname@example.org to let them know you wish to return an item. Simply quote your Order Number, product and reason for returning.
You will then be issued with a returns form and an ARN number. Please complete this form and enclose this inside the parcel.
Please note that the ARN number is a unique number that tags a credit card transaction and it can be use to check the status of your refund.
When returning your item, we recommend that you use a signed-for postal service, as unfortunately Meraky cannot be held responsible for any losses in transit. Please also ensure that returns documentation are marked as “Returning goods to sender as not suitable”. Please be advised that you will responsible for the cost of the return postage and any re-delivery charges for exchanges if the item isn’t faulty.
We will be in touch as soon as your return arrives with our team and then again to confirm that we’ve processed your refund or that your new purchase is on its way to you. Refunds will be processed within 7-10 working days via the original method of payment. We are unable to guarantee the date the refund will credit your bank account as it will depend on your bank or credit card issuer.
How do I find out the size of products?
To help you find the perfect fit we put the the dimensions of each bag in each product page. We have also included some suggestions of what can fit in each bag.
Do you hold Sample Sales?
We occasionally hold sample sales that we used in events which you can keep notified about by following us on social media or by signing up to our newsletter.
Can I find out if you have a specific product available or if you will be bringing an old colour back?
Yes, please get in touch with us at email@example.com, we can check to see if we have any available for you.
Where are your products made?
We make our bags by hand in Italy.
Where do you source your coffee bags from?
We collect our coffee bags from bars and cafeterias in the historical centre of Bologna and other italian cities.
Do you offer a guarantee on products?
We currently offer a one year guarantee on all of our products.
We also repair and replace parts on products that are outside of that year but these are handled on a case by case basis.
Our team will see how we can help in the rare occurrence something goes wrong with your bag,
you can contact them at firstname.lastname@example.org