Get In Touch
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 email@example.com, or fill up the below sections and send us your inquiry and we will get back to you shortly.
Brexit and COVID-19 Update:
Over the course of the last year, circumstances have proved difficult for each and every one of us, but we have managed to process and deliver your orders just as usual. In some recent cases, matters such as hold-ups and back-logs have arisen with our shipping partners due to Brexit and the ongoing pandemic. Some inbound deliveries are also experiencing effects caused by Brexit’s paperwork and back-logs at ports. Nonetheless, our teams are constantly working to ensure that within 48 hours, your items are loaded and ready to go to then reach you safely, smoothly, and as soon as possible.
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 quickly as possible.
Here we answer some of our most frequently asked questions about Brexit. If your query isn’t included here, our knowledgeable team are on hand to help via email, over the phone on 01639 813593. Our members of Team are available 9am–5pm Monday to Friday.
You may find some of your queries to be answered here in a list of our most frequently asked questions concerning Brexit. If you find yourself still unsure, please don’t hesitate to contact a member of our team at firstname.lastname@example.org or 01639 813593, available at 9am-5pm (GMT/BST), Monday to Friday.
Merit Home is a company based in the UK, South Wales. As of yet, European-based or US-based websites for Merit Home are not available, but products can also be dispatched to the EU, US, and Canada with any currency through our UK website.
Q: 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.
Q: 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.
Q: Will I Have to Contact Customs or Pay Additional Charges If I Live in Northern Ireland?
Currently, we are delivering under Inco Terms DDP to Northern Ireland. This means that Nest will import the goods on your behalf, you do not need to do anything, and all associated customs fees are paid for by us.
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.
Q: 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.
Q: 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.
Q: 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.
Q: 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.
Q: 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, available at 9am-5pm (GMT/BST), Monday to Friday
Our customers say
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