{"id":173,"date":"2025-04-22T14:46:03","date_gmt":"2025-04-22T12:46:03","guid":{"rendered":"http:\/\/merino.local\/en\/?page_id=173"},"modified":"2025-11-03T16:01:56","modified_gmt":"2025-11-03T15:01:56","slug":"faq","status":"publish","type":"page","link":"https:\/\/my-merino.com\/en\/faq\/","title":{"rendered":"FAQ"},"content":{"rendered":"\n
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FAQ<\/h1>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n
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Order<\/h3>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n
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  • How can I contact customer support?<\/div><\/div>

    Please use our online form or just send an e-mail to info@my-merino.com<\/p>\n<\/div><\/li>

  • What to do if defective or incorrect item received?<\/div><\/div>

    We have strict quality control during production process and before shipment, but of course mistakes happens. Please contact us at info@my-merino.com with shortly described problems adding photos. Please note we can clearly identify and distinguish when an item has been deliberately damaged or stretched due to wearing a size that is too small, wrong take off and when there is a genuine fault in the knitting. To find out more about our returns please read our Returns Policy for details.<\/p>\n<\/div><\/li>

  • My promo code does not work.<\/div><\/div>

    Promo codes have expiry date. Each code can be used once. Please contact us if your code is up-to-date, wasn\u2019t used before and still doesn\u2019t work.<\/p>\n<\/div><\/li>

  • Do you have any promo codes?<\/div><\/div>

    Yes, we have. However, we do not participate in such marketing tricks as Black Friday, we periodically send discount codes to our regular customers. For example, X-mas holidays or at the beginning of the new season. Be sure we don\u2019t left behind our regular customers.<\/p>\n<\/div><\/li>

  • How long takes my money back?<\/div><\/div>

    Max. 5 working days after receiving your return.<\/p>\n<\/div><\/li>

  • Can I return my sweater?<\/div><\/div>

    Simply fill out the return form that comes with your order and send us back your item(s). We will process your request within 5 working days after receiving your package. Unfortunately, we aren\u2019t able to refund shipping costs. To find out more about exchanges and returns, please read our Returns Policy.<\/p>\n<\/div><\/li>

  • Are my payment informations secured?<\/div><\/div>

    Yes, it is. To avoid problems we use only save and legitimate providers for handling payments. You can choose Klarna, PayPal and Visa. Your entire payment operation will be processed on the selected operator’s platform.<\/p>\n<\/div><\/li>

  • Do I need to open an account to order from My.Merino?<\/div><\/div>

    Yes, you do. Being registered at my-merino.com, you will be able to enjoy the benefits, for example our special actions and promo codes based on your purchase history.<\/p>\n<\/div><\/li><\/ul><\/div><\/div><\/article><\/section><\/div>\n<\/div>\n<\/div>\n\n\n\n

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    Shipment<\/h3>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n
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    • Do I have to pay duties and taxes when ordering ouside UE?<\/div><\/div>

      If your order is shipped within the European Union (EU)<\/strong>, no additional duties or VAT apply. The final price at checkout already includes all applicable taxes.
      \nFor deliveries outside the EU<\/strong>, local import duties and customs charges may vary and depend on your country\u2019s trading relationship with the EU. These fees are not included in our prices and remain the responsibility of the customer.
      \nIf your country does charge import duties on items imported from the EU, our delivery partner will contact you and arrange payment directly in your country.<\/p>\n<\/div><\/li>

    • How do I track my order?<\/div><\/div>

      Tracking number will be\u00a0sent\u00a0to you right after the parcel leave our warehouse. If for some reason you don\u2019t have it, please check spam folder of your inbox or just send an e-mail to info@my-merino.com. We will send the number to you.<\/p>\n<\/div><\/li>

    • Where do you ship to?<\/div><\/div>

      We ship to most European countries, US, Canada, Japan, Australia and N.\u00a0Zealand. If your country is not available on our checkout, get in touch with\u00a0us, and\u00a0we will arrange alternative shipping.<\/p>\n<\/div><\/li><\/ul><\/div><\/div><\/article><\/section><\/div>\n<\/div>\n<\/div>\n\n\n\n

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      Delivery<\/h3>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n
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      • Cost of delivery for sample destinations (price: EUR)<\/div><\/div>
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        kg<\/td>\r\nEU<\/td>\r\nUK<\/td>\r\nNO<\/td>\r\nCH<\/td>\r\nUS<\/td>\r\nCA<\/td>\r\n<\/tr>\r\n
        2<\/td>\r\n0<\/td>\r\n9<\/td>\r\n22<\/td>\r\n22<\/td>\r\n16<\/td>\r\n21<\/td>\r\n<\/tr>\r\n
        5<\/td>\r\n0<\/td>\r\n9<\/td>\r\n37<\/td>\r\n37<\/td>\r\n35<\/td>\r\n36<\/td>\r\n<\/tr>\r\n
        10<\/td>\r\n0<\/td>\r\n12<\/td>\r\n60<\/td>\r\n60<\/td>\r\n62<\/td>\r\n64<\/td>\r\n<\/tr>\r\n<\/tbody>\r\n<\/table>\r\n<\/figure>\r\n\r\n\r\nReturns on customer\u2019s expense.<\/div><\/li>
      • How much takes delivery time?<\/div><\/div>

        Preparing an order for shipment usually takes 1\u20133 business days (counted from the moment the payment is received).<\/p>\n

        Poland \u2013 approx. 1\u20133 business days from dispatch,
        \nEU countries \u2013 approx. 3\u20137 business days from dispatch,
        \nNon-EU countries \u2013 approx. 7\u201321 business days from dispatch (may be longer due to customs clearance).<\/p>\n

        Estimated time frames may vary depending on the delivery option or customs procedures.
        \nIf a delay occurs, we will inform you as soon as possible.<\/p>\n<\/div><\/li>

      • How much is delivery cost?<\/div><\/div>

        This is variable depending on location and is calculated automatically upon checkout, so you will be able to see the amount just prior to purchase completion.<\/p>\n<\/div><\/li>

      • What delivery options are available?<\/div><\/div>

        For international parcel, we work with UPS
        \nFor domestic market: UPS, InPost<\/p>\n<\/div><\/li>

      • Where is my order?<\/div><\/div>

        Tracking number will be sent to you right after the parcel leave our warehouse. If you did not receive it, please contact us at info@my-merino.com. We will send it to you.<\/p>\n<\/div><\/li><\/ul><\/div><\/div><\/article><\/section><\/div>\n<\/div>\n<\/div>\n\n\n\n

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        Product description<\/h3>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n
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        • How can I prevent pilling?<\/div><\/div>

          Pilling is a natural part of the wool\u2019s life cycle, caused by the friction of the fibres. A scale of that effect strictly depends on yarn quality and the way you treat your sweater. While there is no way of preventing pilling, you can easily minimize it. For more details, please also refer to section Quality \/ Care in details<\/p>\n<\/div><\/li>

        • How do I determine the right size for me?<\/div><\/div>

          Finding the right size can be stressed when shopping online. We suggest you to place your favourite garment flat, measure it and compare with the measurements of the garment you want to purchase. Choose the size that matches best.<\/p>\n<\/div><\/li>

        • How do I wash and care my sweater?<\/div><\/div>

          Always follow care label instruction. Each product in our shop got care info in description that guide you with details. Even if machine wash is allowed, we always recommend handwashing just to extend your sweater factory look. For more details, please also refer to section Quality \/ Care in details<\/p>\n<\/div><\/li>

        • What are mother of pearl buttons?<\/div><\/div>

          Buttons made from the inner layer of certain mollusc shells, primarily from pearl oysters, abalone, or mussels. Often found in luxury, bespoke garments and knitwear where details matter. Due to natural variation no two buttons are exactly alike.<\/p>\n<\/div><\/li>

        • What is Extrafine Merino Wool?<\/div><\/div>

          Extrafine merino wool refers to a particularly soft, high-quality grade of 18.6-19.5 microns yarn, which directly affects how soft and luxurious the wool feels. Extrafine is exceptionally soft and skin-friendly wool, perfect for high-end or performance garments. It’s a mark of comfort and quality in knitwear.<\/p>\n<\/div><\/li>

        • What are French shoulders<\/i>?<\/div><\/div>

          French Shoulders (aka European Shoulders) is a fancy seam shifted towards the back, so the seam is not at the top of the shoulder. Often found in luxury, bespoke knitwear where details matter. Benefit of that pullover construction is much better body shape and more elegant look.<\/p>\n<\/div><\/li>

        • What is Fully fashioned?<\/div><\/div>

          A fully fashioned sweater refers to a sweater that has been knitted to shape during the manufacturing process, rather than being cut from a larger piece of fabric and sewn together. This technique is considered much more premium in knitwear manufacturing. These sweaters often last longer and maintain their shape better over time. Less fabric waste makes the process more sustainable.<\/p>\n<\/div><\/li><\/ul><\/div><\/div><\/article><\/section><\/div>\n<\/div>\n<\/div>\n\n\n\n

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          Ethics<\/h3>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n
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          • Is My.Merino environmentally responsible?<\/div><\/div>

            Follow the Nature, our brand motto, defines our approach to the product and environment. Our production, located in Poland, follows the restrictive rules governing the EU production and labour market. All My.Merino styles are made of natural yarns only. Carefully sourced from mills and suppliers that prioritize transparency, fair labour, and certifications like GOTS, OEKO-TEX and FSC. An entire knitting process, mostly based on green energy, eliminates cutting from a larger piece of fabric. It helps us to get less textile waste and makes production more sustainable. But we do not stop to achieve near-zero emissions in each step of creating our product, from hang tag to ready-made garment.<\/p>\n<\/div><\/li><\/ul><\/div><\/div><\/article><\/section><\/div>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

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