DELIVERY
What if I’m not home when my package arrives?
If no one is home when your package arrives, the delivery person will leave it in a safe place. If there isn’t a safe place to leave the package, the delivery person will contact you by email with pickup instructions.
This means you can save time going to your local post office and have more time to enjoy your new shopping!
*Please note that drivers will only leave packages in a safe place.
How do I track my order?
We’ll send you an email with tracking information when your order is ready to ship. You’ll also receive updates from our delivery partners throughout the delivery process. If your order contains multiple items, it may be shipped in multiple packages from different locations. In this case, you’ll receive an email when each package is ready to ship.
Why did I only receive part of my order?
Sometimes, the items you order will be shipped to you from different locations.
To deliver your order as quickly as possible, we may ship it in batches. If this happens to your order, we’ll notify you by email, and you can also track the logistics information of each package individually.
When will my order ship?
Most orders will be processed and shipped within 1-3 business days (Monday to Friday, excluding public holidays).
Do I need to pay customs duties or import taxes?
Any customs duties, taxes, or import charges on international orders are the responsibility of the buyer. These charges are not included in the settlement fees.
Can I change my shipping address after placing an order?
You can only request a change of address before the order is shipped. Once shipped, we cannot change the address.
What if my package is lost or delayed?
If the tracking information does not show updates or your package is delayed, please immediately email [email protected] with your order number and tracking information.
RETURNS
Can I return an item if I change my mind?
If you change your mind, we offer a refund or exchange for most items within 30 days of purchase.
Are there any items excluded from our return policy?
Some items (including those marked “Clearance” or “Price Reduction Clearance”) are not eligible for returns due to a change of mind.
However, if the item is defective or damaged and needs to be returned, you are entitled to Consumer Protection, which is not affected by this policy.
How do I get a refund?
We will try our best to refund eligible items to the original payment method.
What condition must the returned bag be in?
Returned bags must be unused, in brand new condition, and all original tags, dust bags, packaging, and hardware must be intact. Items with wear, scratches, stains, or odors will not be accepted.
Do I need to pay for return shipping?
Unless the item is defective, damaged, or we sent the wrong item, return shipping costs are borne by the customer.
Can I exchange it for a different style, color, or size?
Yes, you can exchange an eligible bag for a different style, color, or size within 30 days, depending on stock availability. If the new item is more expensive, you will need to pay the difference; if the new item is cheaper, we will refund the difference.
Can I return multiple bags in one package?
Yes, you can return multiple eligible items in one package to save on shipping costs. Please indicate your order number in the package.
What if my return is rejected?
If your return does not comply with our return policy (e.g., used, missing tags, damaged), we will notify you by email. We can then return the item to you or process it according to your wishes.
ACCOUNT
Why did I receive an error message saying my account has been banned? What should I do now?
Your online security is crucial to us. We have detected some suspicious activity on your account. To ensure your account security, you can unlock your account by resetting your password by clicking the “Forgot Password” link.
I forgot my password, what should I do?
Log in to your customer account without a password. Simply enter your email address, and we will send you a confidential login code.
How do I delete my account?
To delete your Mearivix account or exercise your rights related to your personal data, please contact our customer service department.
What are the advantages of creating an account on Mearivix?
After creating an account, you will have a personalized space to:
• Store your personal data;
• Track your orders and/or returns online;
• View your order history;
• Create and share your wish list.
Can I modify my online account?
You can view and change your information in the “My Account” section.
PRODUCT
How do I clean and care for my bag?
For genuine leather bags, please wipe away dust with a soft, dry cloth. For stains, gently use a leather cleaner. Avoid contact with water, direct sunlight, and harsh chemicals. Fabric bags can be spot cleaned with a mild detergent.
Is the bag waterproof?
Most of our bags have some water resistance, but are not completely waterproof. Light rain is usually fine, but we recommend avoiding prolonged immersion in water to protect the bag’s materials and hardware.
Are the hardware (zippers, buckles, chains) durable?
We use sturdy, durable, rust-resistant hardware to ensure the bags last. All bags undergo quality checks before shipping to ensure smooth zippers and secure shoulder straps.
How do I check if an item is in stock?
If you can add an item to your cart, it means it is in stock. If an item is out of stock, the product page will display “Out of Stock” or offer an alert option.
Are the colors on the website accurate?
We strive to display true colors, but slight color differences may occur due to factors such as screen brightness and lighting.
