Frequently Asked Questions

Check out the FAQ below for the answers to the most common questions.

Payments & Discounts

Discounts are non-cumulative, which means that only one code may be used per order. If you want to use various personal vouchers or gift cards, please reach out to us directly beforehand.

If you forgot to add a discount code during checkout, please reach out to us directly during the following 24h after placing your order - our team will be able to help.

Discounts are non-cumulative, which means that codes won’t work on already discounted products.

Orders & Shipping

We offer flat rate shipping costs depending on your delivery area. Shipping in our home country - Slovakia is 3,90€. For the rest of EU it's 7,90€. For all orders above 100€ shipping is free of charge.

Our warehouse usually ships within 1-2 business days after the reception of your order. Please bear in mind that during special events, such as launches and sales, our warehouse team might need longer to process your order.

Estimated transit times depend on your delivery area:

  • Slovakia: 1-2 business days
  • Europe: 3-5 business days
  • Rest of the world: We are not shipping outside EU for now

Please bear in mind that these are an estimate, and cannot account for punctual delays due to the normal operation of the carrier.

We are currently not shipping socks outside European Union.

For now, we are not shipping to UK.

We can cancel or make changes to your order as long as it hasn’t been shipped yet - please reach out to us directly, as we will have to make any updates manually. Once an order is on the way, we cannot make any more changes.

Delivery addresses and contact details are automatically registered as provided by the customer during check-out. Please remember to give complete and correct information to ensure that your order gets delivered correctly, as these will be the details provided to the carrier as well. If the delivery fails due to incomplete or incorrect information, it will be the responsibility of the customer to cover any related costs.

Once your order is on the way, you will receive updates from the carrier about its progress - you will be able to access all available delivery options (like reschedule delivery date or delivery to a pick-up point) through them.

Delivery of an order can fail due to a number of causes outside ours or the carrier’s control:

  • Incomplete/incorrect delivery address
  • Customer not available after all delivery attempts are made
  • Failure to collect a package from a pick-up point
  • Unable to contact customer to finalize import proceedings
  • Customer rejects the delivery

Please bear in mind that in these cases the customer will be responsible for covering any related costs.

Easy Returns & Exchanges

We accept return and exchange requests during the following 14 days after the reception of your order. You will find all the information and the link to our online returns platform to register your request on our returns policy in footer.

We offer return labels at a flat rate through our online returns platform. You will be able to find all the information on our return policy in footer. If you wish to send a package back by your own means instead, please reach out to us directly beforehand so we can register and confirm your request (only available for EU customers).

No, because of hygienic reason socks cannnot be returned, however, feel free to contact us if you came across some defects and we'll try to solve your problem.

Email: info@merinobasics.store

Complaints

We try to pack each order carefully, but mistakes can happen! If your order was not fulfilled according to the products you selected during check-out, please reach out to us directly detailing your order number and pictures of the incorrect product you have received - our team will be able to help you, no problem.

We stand by the quality of our products, but due to the nature of production there may be a small number of units that present some kind of manufacturing defect. If you receive a product with such a problem, please reach out to us directly detailing your order number, a brief description of the issue, and pictures where we can see the state of the garment - our team will be able to register your claim for evaluation.

Shipping issues are unfortunate, but we will do our best to help. Please reach out directly both to us and your local branch of the carrier - we will be able to request more details and open a claim if necessary.