Terms and conditions
Shipping Policy
– In the event of incorrect customer information or non-responsive customers, the Merchlist customer success team will carefully review the shipping details to ensure the accuracy of the delivery address and phone number before dispatching the product. If any discrepancies are found, the Merchlist team will contact the customer to confirm the correct delivery address. If the customer does not respond, the goods will be retained at the factory until communication is established. If no response is received from the customer within 5 days, the order will be canceled, and a refund will be issued.
If the shipping address is verified by the Merchlist team but the carrier encounters any issues with the address, such as insufficient details like house number or apartment number, the carrier will contact the customer to rectify the address. A final delivery attempt will be made, and if unsuccessful, the item will be held at the carrier’s office for 3 days for customer pickup. If the item is not picked up within this timeframe, it will be returned to the Merchlist Warehouse.
- In the case of an incorrect phone number, the Merchlist team will request the customer to provide the correct number via email before dispatching the product. If the provided number is validated, but the carrier is unable to reach the customer, the carrier will notify the Merchlist team to determine the appropriate next steps, which may include sending another email to the customer or suggesting pickup from the carrier’s office.
Return Policy
If a customer receives the wrong size of an item, they should contact Merchlist’s support via email to request a return. Merchlist will accept return requests made within 7 calendar days of receiving the item. The Customer Success Team at Merchlist will then contact the customer to facilitate the replacement process. It’s important to note that each customer will be eligible for only one replacement, as Merchlist will bear the associated costs.
If a customer receives a product with a factory defect, they should email support with proof of the defect to request a return. In such cases, Merchlist’s Customer Success Team will take one of the following actions:
- Contact the carrier to arrange a pickup while simultaneously arranging a replacement for the customer.
- Request the customer to either keep or dispose of the item while arranging a replacement.
The cost of the product and shipping will be covered by the supplier if the return request is received within 7 days of receiving the item.
If a customer wishes to return an item due to dissatisfaction with its quality, they should email support and provide a valid and stated reason for the return. Merchlist’s Customer Success Team will then assess the request and take one of the following actions based on the customer’s preference:
- If the customer requests a replacement, the Merchlist team will contact the carrier to arrange a pickup while simultaneously arranging a replacement.
- If the customer has requested multiple returns, the Merchlist team will contact the carrier to arrange a pickup while issuing a refund for the item.
In such cases, Merchlist and Lovin Dubai teams will discuss the matter and make a decision regarding whether to provide a replacement or a refund. If the customer only desires a refund, Lovin Dubai will be billed for the item by Merchlist. The returned item will be collected by Merchlist for potential re-use in case of similar future orders, in which case Lovin Dubai will not be billed for the item again.
Delivery Policy
Delivery within the UAE is expected to be completed within 2-3 working days, provided all information provided is accurate, and the customer remains responsive. However, for GCC countries, delivery may take up to 7 working days, depending on the busy season and the accuracy of the provided information, as well as customer responsiveness.