INFORMATION QUESTIONS
FREQUENTLY ASKED QUESTIONS
Will My Order Cost More?
Merit Home is a UK-based company, meaning that UK customers will never have to spend any more than the RRP of any item you’d like. This means that UK customers don’t have to pay additional charges of VAT, import taxes, custom duties, or even a delivery fee – Merit Home will pay your delivery charges as a kindness.
Unfortunately, for reasons out of our control, EU and international customers are required to pay these charges of VAT, import taxes, and custom duties specific to your location. For more on this, we suggest that you speak to your local customs office. However, we will not ask you to pay a delivery fee – no matter your location, Merit Home will pay your delivery charges as a kindness.
Will I Need to Pay Fees At Customs?
If you happen to be based outside of the UK, all international deliveries will be subject to customs duties, VAT, fees and taxes specific to your country. For more information, please read our delivery page.
For EU customers: Before 1st January 2021, EU customers would have been charged UK VAT alongside the cost of goods at the point of ordering. Unfortunately, for reasons out of our control, orders placed after January 2021 will mean that Merit Home will only charge EU customers for the cost of your items, and then additional charges of VAT, import taxes, custom duties, etc., will be payable upon receiving the delivery in your own country. For more on this, we suggest that you speak to your local customs office.
Will I Have to Contact Customs or Pay Additional Charges If I Live in Northern Ireland?
At the moment, our items are delivered to Northern Ireland under Inco Terms DDP – this means that you can just sit back and relax; Merit Home will pay for all associated custom fees and import the goods.
The Import/Customs Fees Are Too High, What Should I Do?
If you do not wish to pay these charges, you can request a ‘return to sender’ through Merit Home. These return charges will however be the customer’s to pay, and can be deducted from the cost of the goods on return to Merit Home. The delivery fee will be non-refundable. We suggest that you speak to your local customs office before placing an order to find out expected fees.
Can I Still Apply For The EU FTA?
As the UK is no longer part of the EU, the EU FTA (Free Trade Agreement) no longer applies. A UK FTA is available for orders which items are of UK origin. This means that we are unable to apply your EU FTA to your invoice. For more on this, we suggest that you speak to your local customs office.
Will My Order Be Delayed?
Unfortunately, the production times seen on our products are not currently accurate in all cases. We are experiencing significant delays on standard lead times due to the combination of COVID-19 and Brexit. This varies hugely between brands and even individual products. We continue to monitor this situation and are working in collaboration with our suppliers to improve this.
Fortunately, our estimated times of delivery have not been greatly affected with the impact of the COVID-19 pandemic and Brexit. Our team work effortlessly to get our items ready for dispatch within 48 hours. In some cases, there may be slight delays due the matter of disruption our delivery partners experience with COVID-19 and Brexit.
If you are undergoing slight delays with our products, please don’t be alarmed. We are actively doing all we can to complete your orders as soon as possible.
Will There Be Any Changes to The Returns Policy?
Our standard returns policy has not been changed. For more information, please see our Terms & Conditions.
How Can I Speak to A Member of Staff?
Our dedicated Customer Care Team are available to call at 9am–5pm (GMT/BST) Monday to Friday, or send an email!
If you have any questions or worries regarding an existing order, please do not hesitate to contact us quoting your name and your order number.
Tel: 01639 813593 or 07919883837, available at 9am-5pm (GMT/BST), Monday to Friday (Merit Sleep Ltd, Company Registration Number: 10635958, VAT number 382 7678 48)
Email: hello@merithome.co.uk
INFORMATION ABOUT US
CONTACT US FOR ANY QUESTIONS
Dear customer, if you have any questions, please check our FAQ page. Still can’t find your answer? Contact one of our experts and we’ll get back to you as soon as possible. Our priority is your satisfaction, and any complaints and criticisms from you are very important to us, and we consider it an opportunity to improve the strategic principles of our services. Please send your complaints or queries to hello@merithome.co.uk, or fill up the below sections and send us your inquiry and we will get back to you shortly.
