Customer service
Shipping & Returns
From shipping rates to track & trace, from the returns procedure to your refund — everything in one place.
01 | Shipping
From order to delivery
We work exclusively with PostNL and process orders on working days. Order before 15:00 and your parcel leaves the same day.
PostNL delivers to the address you entered at checkout. Not at home? You will receive a message giving you the option to choose another delivery time or a pick-up point
As soon as your parcel is registered with PostNL you will receive an email with your track & trace code. Use it to follow your parcel in real time at postnl.nl.
Tip: free shipping - Order €35 or more and shipping is automatically €0. Two pairs of socks will usually get you there.
02 | Returns
Returning in five steps
Not happy with your order? You have 14 days from delivery to return it. We handle it through our returns portal, quickly and easily.
Go to merinolove.returnless.com and enter your order number and email address.
Choose which item(s) you want to send back and tell us why. This helps us improve our products.
Would you rather have a different size or colour? Then choose 'I would like to receive a voucher'. Want your money back? Then choose 'Refund'.
You will automatically receive a PostNL return label. Print it, stick it on the parcel and drop it off at a PostNL point. The €3.95 contribution is deducted from your refund.
Once we have received and checked your return, the amount is refunded within 14 days. In practice it is usually much faster, normally within 2–3 working days of arrival.
03 | Returns conditions
When you can return
Our returns conditions are fair and transparent. Check below whether your situation qualifies for a return.
| Situation | Return possible? | Explanation |
|---|---|---|
| Unworn, in original packaging | ✓ | Full right of return within 14 days |
| Tried on but not worn | ✓ | Allowed — take just one pair out of the packaging. Return unwashed. (Please note: our socks are not washed at the factory, so at first they run slightly large. After one wash they settle to size.) |
| Worn but unwashed | ✓ | Only in the case of a demonstrable manufacturing fault |
| Washed or worn socks | ✗ | Not returnable unless there is a manufacturing fault |
| Return after 14 days | ✗ | Outside the statutory returns period |
Faulty or not as described? Send a photo to info@merinolove.nl — we will then also cover the return costs and arrange a replacement or a full refund.
04 | Exchanges
A different size or colour
Need a different size after all, or have another colour in mind? Exchanging is just as easy as returning.
- Go to merinolove.returnless.com
- Select 'I would like to receive a voucher' in the returns portal
- Send the original product back
- Once we receive it, we send you a voucher
- Order your new pair using the voucher
An exchange costs €3.95 in return postage (sending the item back). The new pair is shipped free of charge if the total value comes to more than €35. Just under that? Then the standard €4.95 shipping cost applies.
Any price difference between products is settled during the exchange.
Another question?
We are happy to help
Cannot find your question here, or has something gone wrong? Get in touch, we reply within one working day.