Frequently Asked Questions

Shipping

1. How long is the delivery time for my order?

Orders are processed within 2-3 business days. Delivery time is 5-7 business days.

2. What are the shipping costs?

Standard shipping costs depend on the order value.
For orders between €0.01 and €59.99, shipping costs are €4.50.
Orders of €60.00 or more are shipped free of charge.

3. Can I track my order?

Yes! Once the item has been shipped, you will receive a tracking number via email that you can use to track your order.

Returns and Refunds

1. What is your return policy?

We accept returns within 14 days of receiving your order. Items must be unused, in their original packaging, and in the same condition as when delivered.

2. What should I do if I receive a damaged product?

If your item arrives damaged, please contact us by email at info@merlemagic.com. Please send us photos of the product and packaging within 24 hours . We will cover the return costs and send you a replacement item free of charge.  

3. When will I receive my refund?

Your refund will be processed within 10 business days of the return being accepted and credited to your payment method.

Exchanges and Cancellations

1. Do you accept exchanges?

Damaged, defective, or incorrectly delivered items can be exchanged. Please contact us within 14 days of receiving the goods to arrange an exchange. 

2. Can I cancel my order?

Yes, you can cancel your order before it is shipped. Otherwise, you will need to follow the return process.

General

1. What payment methods do you accept?

You can find the payment icons at the bottom of the webpage.

For more information, please see our payment policies.

2. How can I contact you?

You can contact us via:

Address: Farrenpointstraße 3 D, 83059 Kolbermoor, Germany

Phone: +49 8031 2331007

Email: info@merlemagic.com

Opening hours: Monday – Friday: 09:00 – 18:00