Refund policy
Returns & Exchange Policy — Merlin Fashion
Every Merlin Fashion piece is made fresh, just for you. We print or stitch it the moment you order — nothing sits in storage, and no one else has worn it. It reaches you brand-new — the way you deserve.
Because each piece is made just for you, our returns and exchanges work a little differently from a normal shop. Here's how, step by step.
1. We check with you before we make it
As soon as you order, we'll message you on WhatsApp to check your size, color, and design. We only start making your piece once you reply "yes." That way, you get exactly what you wanted the first time — so please take a second to look it over before you reply.
Also, please make sure your WhatsApp number and email are correct at checkout. This is how we reach you and keep you updated. If they're wrong, we can't contact you — and we can't make or ship your order until we do. It only takes a second to check, and it keeps your order moving.
2. How do I exchange for a different size?
A size can feel different once you try it on. If you need another size, you have a full 365 days from delivery to swap it.
Here's how it works:
- You pay 60% of the new item's price, and we'll make your new size and send it over.
- You keep the first piece — nothing to send back.
- Even if that design has sold out, we'll still make your new size.
This swap is a one-time thing per item. Honest mistakes happen, and we're glad to help the first time — which is why we always check your size on WhatsApp before we make it.
3. What if my order arrives faulty or wrong?
We stand behind every piece. If your order turns up with a real fault — a print problem, loose stitching, or the wrong item — we'll sort it out at no cost to you.
Just contact us within 30 days of delivery and send:
- A short unboxing video (filmed as you open the parcel),
- Three clear photos: the whole item, a close-up of the fault, and the inside size tag.
Once we check it, we'll make you a brand-new replacement, completely free — nothing to send back. If that design is gone, we'll give you another piece of the same value, or a store credit code sent to your email or WhatsApp — good for 365 days, and you can use it on anything across our hoodies, t-shirts, sweatshirts, and caps.
4. Can I return it if I change my mind?
Because every piece is made just for you, we can't give a refund or credit if you simply change your mind. But since we always confirm your full order on WhatsApp first, this hardly ever comes up — and that's exactly why we do it.
5. Do you offer refunds?
Since each item is made to order, we don't give cash refunds. Faulty items are always replaced for free, and everything else is handled the way we've described above.
6. Are sale items returnable?
Anything bought on sale or clearance is final — it can only be claimed if it turns up faulty, using the same 30-day steps above.
7. How do I reach Merlin Fashion?
To start a swap or report a problem, email us at info.merlinfashion@gmail.com with:
- Your order number,
- A quick note on what you need (size swap, fault, or wrong item),
- A screenshot of your WhatsApp order confirmation,
- For a fault, your video and three photos.
Our team will reply within 1–2 business days and walk you through it.
We look after every honest customer with real care. In the rare case of a fake claim or misuse of this policy, we can decline it.
Our promise to you
At Merlin Fashion, we don't just sell pieces — we build a family. Every order makes you part of it. We'll always look after you, and as we grow, we'll keep making things even better for you.