Frenquntly Asked
Questions
43 Church Road, Port Talbot,
SA12 8SU, United Kingdom
Phone number: +441639813593
Email Address: hello@merithome.co.uk
Q: WHERE IS MERIT SLEEP LTD) BASED?
Merit Sleep Ltd is a UK-based company.
Q: HOW WILL MY ORDER BE DELIVERED?
Merit Home will ship your order using the fastest, safest, and most reliable methods possible. Dispatch methods are listed on the product page, as well as throughout the checkout process. We will select the most appropriate dispatch method and carrier based on your location. It is not possible to choose a carrier or dispatch method.
Dispatch Methods (UK Mainland Deliveries)
Standard UK Delivery: Small/medium products are delivered through parcel couriers such as UPS and DPD Local. Upon dispatch, we will notify you via email with the tracking number and estimated day of delivery. UPS and DPD Local will deliver between Monday and Friday – rest assured, your parcel is trackable at every stage of its delivery.
Oversized and Fragile Items UK Delivery: Some medium/large items under the weight of 20kg that require some extra protection during delivery will be delivered by Fragilistics, a carrier specialised in fragile items. Upon dispatch, our trusted delivery partner will contact you with detailed delivery instructions, and a suitable estimated delivery date and time (between Monday and Friday).
Note: All items purchased that are readily in stock will be sent out to you within one to two working days. All orders placed after 2pm (GMT) for in-stock items will be processed the next working day. If you have ordered multiple items, you will receive them all in one delivery.
Q: HOW MUCH IS THE DELIVERY COST?
We currently offer free delivery on all our items, no matter your location.
Q: DO I NEED TO BE HOME FOR THE DELIVERY?
Standard UK Delivery: Our couriers (UPS/DPD Local) require a signature when they deliver, so yes, someone will need to be at home.
You are however able to reschedule the set delivery date on our delivery partners’ websites with the provided tracking number by Merit Home. For help re-scheduling your delivery day, please don’t hesitate to contact us. Your courier will nonetheless attempt to redeliver your order, so don’t be alarmed if you missed your delivery on the first attempt.
Oversized and Fragile Items UK Delivery: When placing your order, please ensure that you have included your full delivery address details, including an accurate postcode, mobile phone number, and an up-to-date e-mail address. You will be contacted by our courier, Fragilistics, to arrange a suitable date and time for delivery, and you’ll also be notified via text and e-mail. If the delivery fails due to the failure of providing these details, then a re-delivery charge will be required. If then the order is cancelled, a failed delivery charge will be deducted from your refund.
Q: WILL THE DELIVERY COURIER CALL BEFORE DELIVERY?
Unfortunately, the couriers will not call, but they will send out an email once your order leaves the depot. (Check your junk/spam mail if you can’t see it in your inbox.) They will provide a two-hour delivery slot to save you waiting all day.
Q: DO I HAVE TO PAY FOR THE RETURN?
Yes. We offer free delivery to your address, but if you are not satisfied with your items, you will need to pay for the courier – the fee will be deducted from your refund. Check out our return policy for more information.
Q: WHAT IS THE RETURN PROCESS?
Let us know if you want to return your item, and then we will provide you with the details you need to return the purchased item.
Q: WHEN WILL I KNOW MY GOODS HAVE BEEN DISPATCHED?
Standard UK Delivery (UPS/DPD Local): You will receive a confirmation email and text message with tracking details from all courier dispatches.
Courier Dispatches European & International (TNT): You will receive a confirmation email with tracking details for all courier dispatches.
European & International Freight Orders: You will be notified shortly before dispatch for all international freight orders travelling by air and/or sea.
Oversized and Fragile Items UK Delivery (Fragilistics): Once we have received your order, we will contact Fragilistics to arrange for your delivery. We will email you with a notification and finalise any additional delivery details. Our specialised delivery partner will then contact you directly to arrange a suitable day and time for all UK dedicated deliveries.
Please note that customers are required to provide us and Fragilistics with a 48 hour notice at most to cancel an existing booking. Failure to do so will result in being charged the current delivery charge to be paid to our delivery partner, along with the additional charge for a re-arranged delivery. If no one is home to accept the delivery at the pre-agreed time, this will be classed as a failed delivery, and a failed delivery charge will be required to be paid by customers.
Q: HOW MUCH WILL DUTIES & TAXES COST FOR MY INTERNATIONAL DELIVERY?
Each country has their own taxes and duties percentage rate. We suggest that you speak to your local customs office before placing an order to find out expected fees. You, as the customer, are solely responsible for paying these fees, so please find out about your country customs rules and regulations before placing an order.
Please note that from 1 January 2021, all orders travelling outside the UK will be subject to pay VAT at their countries rate upon import due to Brexit. This will be payable along with duties upon receiving your order. All of our international orders are shipped according to the Incoterms® 2020 standards and travel by the Delivered At Place (DAP) terms unless pre-agreed at the time of order.
It is your responsibility as the buyer (importer) to ensure the correct rate of VAT and duties are paid upon import; we advise you to check the values your country’s import rules and regulations with your local customs office.
International Shipping Details
Lead times stated on the product page are for UK mainland deliveries only. European and worldwide destinations will take slightly longer. Our standard shipping on small/medium items will mean your items will arrive within 2 to 9 working days (depending on the final destination), providing your items are readily in stock and being delivered by our preferred courier partners: TNT Express, DPD, and UPS.
For larger orders, fragile products, and oversized items that are unable to be delivered through couriers, we will use different methods that ensures your goods will arrive safely within four to six weeks after dispatch. Your order will be palletised and transported by sea freight once dispatched from our warehouse. Preparation of export documentations can sometimes cause slight delays (approximately five to ten working days) whilst goods are awaiting dispatch from our warehouse. Please be assured that we are actively working to keep delays to a minimum.
Important Information about Extra Fees & Tax
International deliveries with us do not include customs and clearance fees, duties and taxes, road tax, quarantine, and fumigation fees which are payable by the customer prior to delivery. Failure to make payment will result in delays (of which Merit Home are not responsible for), and ultimately the return of the goods and further costs accrued.
Please ensure that you are familiar with your countries import rules and regulations. For more information, we suggest that you speak to your local customs office before placing an order.
Unfortunately, we are able to deliver most, but not all, products listed on our website internationally for various reasons such as warranties, logistics, packaging and legal reasons. If your order is affected by this, we will contact you directly to discuss the options available to you.
Please note: All our international orders are shipped according to the Incoterms® 2020 standards and travel by the Delivered At Place (DAP) terms unless pre-agreed at the time of order.
Such factors may require alternative delivery methods which may incur additional charges. If you have any concerns regarding delivery access, please call us on 01639 813593.
Q: HOW MANY PIECES MAKE UP THIS CLOCK?
The clock is coming in one piece and there is no assembly involved.
Q: DOES THE CLOCK MAKE TICKING SOUNDS?
The clock does not make ticking sounds. It is very quiet.
Q: DO YOU HAVE TO TAKE THE CLOCK OFF THE WALL TO CHANGE THE BATTERY?
Yes, the part that has the ticker will need to be removed, but it’s a piece of a cake.
Q: ARE BATTERIES INCLUDED WITH THE CLOCK?
Batteries are not included with the clock.
Q: CAN THIS CLOCK BE USED OUTDOORS?
This clock cannot be used outdoors.
Q: DOES THE CLOCK HAVE A CHIME?
The clock does not have a chime.
Q: HOW THICK IS FRONT THE GLASS?
All the wall mirrors are made of 4mm glass and table clocks are made of 6mm glass.
