FAQ

Can I change my order?

We register orders very quickly, but we are always in touch. Write to us at info@lingeriemerci.com and we can change anything in the order after it has been placed.
We can change:

  • Delivery method
  • Delivery address
  • Number of goods
  • Color or size of goods

We can also combine multiple orders into one.

My order is still not delivered, what should I do?

The safety of our customers remains our top priority during this challenging time, so shipping is now taking a little longer than usual.

Are you waiting for a parcel? Please check your expected delivery date using the tracking number on the delivery company’s website before contacting us. Please note: the date is approximate, so delivery may be slightly delayed. We do our best to ensure that you receive your order as soon as possible.

1. Check your expected delivery date
Your expected delivery date is indicated by the tracking number on the website of the delivery company, you can check the date by the tracking number in your order confirmation letter. Please wait until this period expires.

2. Check order tracking
Your shipment confirmation email included a link to track your order. Check the location of the parcel on it, perhaps it is already waiting for you at the local post office?

3. Check your details
Log in to your Personal Account and make sure that you have entered the correct delivery address, correct recipient name and contact phone number.

4. Check received messages
Check your email (including your Spam folder) and SMS to make sure you haven’t missed a customs clearance email or shipping information. We also advise you to ask everyone who lives with you at the same address if the courier handed them a package in your name.

5. Contact us
If your expected delivery date has already passed and you still have not received your package, please contact us the next day after the expected delivery date. Send us a message via the contact form on our website or via our social media pages Instagram, or info@lingeriemerci.com. We will do our best to help you.

What to do if your order is delayed?

What if your order is not delivered by the estimated delivery date on your order confirmation email?

STEP 1
Check the correctness of the specified delivery address of your order and the relevance of your contact information in your Personal Account.

STEP 2
Check if you missed an SMS, an email message, or a delivery attempt notification from the courier. Your package may be waiting for you at your local post office or delivery depot, or you may need to arrange for redelivery.

STEP 3
Go to the delivery company website, enter your track number and check the delivery date.

STEP 4
Ask people living with you at the same address, if they accepted the package on your behalf.

STEP 5
If you still cannot find your package, please contact us the day after the expected delivery date with your order number.

My order status is “in process”, when will it be shipped?

If the status of your order shows “processing”, it means that we are trying to collect your order as soon as possible in order to send it to you.
Sometimes this status may be a little longer than usual. But don’t worry, we do our best to ensure that your order arrives on time.
On average, the collection of an order does not take more than 4 days, not including the day of payment ( if it is from 00:00 to 08:00 ), if one item is missing or our products are out of stock at the factory, there may be production delays due to a missing elastic band, straps, the manager will immediately contact you to clarify all the details.
You will receive another email as soon as we ship your order.

What should I do if I received a defective or defective product?

We strive to deal with issues related to the receipt of defective goods immediately.
If you find any defect, please contact our Customer Service. You will need to provide the following information:

  • Your order number
  • Name of the defective item
  • Description of a defect, photo

We will deal with this issue immediately.

What should I do if I received the wrong or erroneous product?

We strive to resolve issues related to receiving the wrong item as soon as possible.
If you receive an item that is not what you ordered, please send it back to us. We will refund your money for it as soon as we receive it.
Be sure to keep your shipping receipt in case we need to take a look at it.
If the size of the bra does not suit you, we can exchange / return the product.
Please note that all shipping costs are paid by the buyer.

The product is missing from the received order, what should I do?

1. Check if your order has been sent in multiple packages
Items may have been sent in separate packages, so please check your email to see if you have received a message that your items will arrive separately.

2. Check the invoice
If your order was sent in different parcels, then the invoice for each parcel will indicate exactly those goods that are included in this parcel. Please check the invoices for all packages you receive to make sure you haven’t missed anything.

3. Contact us
If any product is missing, please contact us via the contact form on our website, via Instagram or via mail info@lingeriemerci.com. You will need to provide the following information:

  • Order number
  • Name of missing item

Exchange and return

Return Policy

All products, except panties if there was no defect, may be returned within 14 days of delivery for a refund or exchange. Please, check Size Guide before purchase.
Return shipping and any reverse duties are the responsibility of the customer. Outbound shipping fees from the original order are not refundable.
Returned products must be unworn, unwashed, in their original condition and with all tags and liners attached. We ask that you wear underwear when first trying-on your purchase. We reserve the right to refuse returns that show signs of wear or do not meet the above criteria.

Exchange Policy

If you want to exchange a product for a different size (except panties), we will send you a new item as soon as we receive your original order.
Exchange shipping and any reverse duties are the responsibility of the customer. Resending is paid separately by the customer. Outbound shipping fees from the original order are not refundable.

How to request a Return or Exchange

To return or exchange, please contact us by mail info@lingeriemerci.com indicating your order number.

Refunds

Once your return is received and inspected, we will notify you if your return is accepted or declined. This process can take up to 7 business days from the date we received your returned product.
If your return is accepted, your refund will be processed and applied to the original method of payment.
Please note that refunds can take up to 30 days to appear on your bank account due to varying processing times of financial organizations.

Delivery and payment

Delivery

We offer free shipping on all orders over 120€ across Europe and 220€ worldwide.
Please note that order processing takes up to 3 business days, excluding payment day and weekends.
You can track your order with the tracking information provided in your shipment notification e-mail.

Free delivery

Europe
Orders from 120€: free delivery in 2 to 8 business days via Poczta Polska GLOBAL Expres or DHL Parcel Connect.
Orders up to 120€: cost of delivery is 9,99€. Delivery in 2 to 8 business days via Poczta Polska GLOBAL Expres or DHL Parcel Connect.

World
Orders from 220€: free delivery in 6 to 21 business days via Poczta Polska GLOBAL Expres.
Orders up to 220€: cost of delivery is 9,99€. Delivery in 6 to 21 business days via Poczta Polska GLOBAL Expres.

Poland
Orders from 50€: free delivery in 2 to 5 business days via Poczta Polska GLOBAL Expres or DHL Parcel Connect.
Orders up to 50€: cost of delivery is 3,99€. Delivery in 2 to 5 business days via Poczta Polska GLOBAL Expres or DHL Parcel Connect.

Express delivery

Europe
Cost of Express delivery is 19,99€. Delivery in 1 to 3 business days via DHL Express. Processing begins that same day.

World
Cost of Express delivery is 24,99€. Delivery in 2 to 4 business days via DHL Express. Processing begins that same day.

Payment

We accept the following payment types for online purchases:

International

  • Visa
  • MasterCard
  • MaestroApple Pay
  • Google Pay

Poland

  • BLIK
  • Przelewy24

The pricing quoted on the site includes VAT (where applicable) at the rate in the delivery country on the day on which you place your order on the site. The prices quoted exclude shipping charges The final price of your order will be communicated to you in your order summary before placing your order.