Do you have any question? Check our FAQs!
PRODUCTS & PERSONALIZATION
How do I maintain my products the best?
Check out our leather care page for all details. Please click here.
Do you sell leather care products in your store?
At the moment we do not yet sell our own care products. Anyhow we will maybe do so in the future. Please sign up for our newsletter to be the first to know!
Do you sell gift cards?
At the moment we do not yet sell gift cards. This option will be available soon. Stay tuned and sign up for our newsletter.
The product I was looking for is out of stock. How long does it take to restock?
We usually restock our products quickly. However it can take up to 8 weeks. If you want to have your item urgent, please contact email@example.com and explain to us which product you want and when you need it. We’ll find a solution! You can also sign up for our newsletter – we’ll keep you posted on restocking.
How can I personalize MERSOR products?
- First Step: Open the personalization tab on the left side of the product page
- Second Step: Click “Add personalization” and type in your individual text.
- Third Step: Select font size, position and color.
- Fourth Step: Add to cart
- Last Step: Please check all details in your cart
Please check our personalization guide for further information here.
I cannot edit the personalization fields. What’s wrong?
If you cannot edit the fields it’s because you probably did not check the “Add personalization”-box. If you checked the box and you can still not personalize your product, please contact us via firstname.lastname@example.org.
I want to buy a personalized item as a gift. Do you offer birthday and greeting cards?
We love gifts and know how important it is to write a card with it. We currently do not stock our own cards, but it will change soon. Sign up for our newsletter to be the first to know! In the meantime, please feel free to contact us via email (email@example.com) and describe to us what you need & your card text. We’ll help you out!
ORDER & PAYMENT
What payment methods do you accept?
We accept the following payment methods:
- Credit Cards: American Express, Visa, Mastercard
- Apple Pay
- Amazon Pay
- Klarna - Rechnung (in Germany only)
- Klarna - SofortÜberweisung (in Germany only)
My payment was declined. What can I do?
Please contact firstname.lastname@example.org for assistance.
How can I redeem vouchers & gift cards?
On the checkout page on the right side you can redeem your voucher code.
How long does the refund process take?
Refunds are processed within 10 business days. You will receive your refund via the same payment method that you used to pay for the product(s).
Can I cancel my order or change the shipping address?
The moment you place your order, we start processing it. So changes or cancellations after the order cannot be done. Please contact email@example.com for urgent matters.
SHIPPING & RETURN
Do you ship worldwide?
Yes, we do! We ship worldwide and for free within the EU. For countries outside the EU additional costs (customs, shipment, etc.) may apply, this means that you have to take on the costs. Please read the shipping and return page here for all details.
My country is not listed. How can I get MERSOR products?
If we do not currently ship to your country please contact us via email firstname.lastname@example.org. We will find a solution to bring you and your individual MERSOR product together!
How long does the shipment take?
Within Germany it takes between 1-3 business days. Please read the shipping and return page here for all countries and details.
Can I return non-personalized products?
Yes, we gladly accept return within 30 Days. Please read the return page here for all details.
Can I return personalized products?
Unfortunately we cannot accept personalized orders to be returned. The item is handmade just for you. However if the product arrived damaged, we also accept returns for personalized products. We personally check and document every shipment by hand before sending it out. Please read the return page here for all details.
How can I track my item?
Our logistic partner DHL handles our shipping. A tracking link directing you to the shipper’s portal will be sent to you via email once your order has shipped
Do you want to become a part of our MERSOR team? Please apply via email@example.com with your resume and tell us a bit about yourself!
You want to order in bulk for a company? Please contact us (firstname.lastname@example.org) describing your project and giving all details (quantities, budget, etc.). We offer customized orders!
If your question is still not answered contact us via email email@example.com or use the contact form online.