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FAQ's

SHIPPING

I - Q: HOW LONG I HAVE TO WAIT UNTIL MY ORDER IS SHIPPED?
A: Our handling time takes 1-4 business days. This means that your order will generally be sent out within this period.

II - Q: HOW DO I KNOW IF MY ORDER HAS BEEN SHIPPED?
A: When your items have been dispatched, you will receive a shipping confirmation with your tracking code. Tracking updates can take up to 24 h to show. Check yours HERE.

III - Q: WHEN WILL I RECEIVE MY ITEMS AFTER I PLACED MY ORDER?
A: After our handling time, shipping typically takes 10-15 business days and depending on how fast customs in your country processes the package. The duration depends on the shipping method and the destination country. Delays may occur due to Holidays and/or any unforeseen events.

IV - Q: WHY DID MY ORDER ARRIVE IN SEPARATE PARCELS?
A: Our orders are shipped from our warehouses that are located in Southeast Asia (Indonesia, and China), and the USA. Our stock is stored in more than one fulfillment center in order to grant a faster delivery. This means orders containing multiple items may be shipped separately. Please don't panic, if you don't receive all of your items at once, the rest is on the way.

V - Q: WHAT IF I ENTERED A WRONG E-MAIL?
A: Any errors in the address provided will result in your order being processed to the wrong address, and your shipment will be unable to deliver to you. Please reach us in a maximum time frame of 12 h after placing your order, our team will do their best to help you in the best way they can.

VI - Q: I WANT TO CHANGE OR CANCEL MY ORDER!
A: Once an order is placed, it can not be canceled. However, you are always welcome to reach our customer support at hello@mermana.com and our team will guide you trough.


PAYMENT

I - Q: IS MY PAYMENT SECURE?
A: To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.
If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with AES-256 encryption.

II - Q: WHICH CURRENCY ARE YOU USING?
A: All our products are listed in US dollars. If you are paying in a different currency, exchange fees might be applied.

III - Q: HOW CAN I PAY FOR MY ORDER?
A: MERMANA currently accepts the following methods of payment:
· Credit card
· Debit card
· PayPal


PRODUCT

I - Q: HOW CAN I TAKE CARE OF MY PRODUCT?
A: Our handcrafted with the best raw materials, our leather goods are 100% bovine leather tanned according to traditional techniques in order to maintain its natural beauty and softness. This means each skin is unique in its own specific coloring, texture, and the surface is susceptible to scratching. These are not defects, just the way genuine leather behaves.
Please keep your bag away from prolonged intense sunlight, heat, and humidity. Exposure to water, oil, makeup can, unfortunately, stain tanned leathers.
Avoid cleaning your bag on a daily basis, leave it for when it is extremely necessary, in that case, try softly dabbing the leather with a clean, dry cotton cloth and mild leather cream.

II - Q: WHY LEATHER?
A: Genuine leather is a natural product coming from the meat industry. It can be tanned, dyed, and embossed, and these techniques are applied before sewing. Leather items are usually hand-sewn by skilled artisans into beautiful art pieces. Its quality will last for years, and at the end of its life, it will decompose and lay in our soils, giving them nutrients to grow new forms of life. While artificial leather, which is made inside a lab using strong toxic chemicals that will become a low-quality piece that quickly wears out, will never fully decompose as plastic never breaks down, converting it into tinny small pieces that will stay on our planet forever.

Couldn't find what you were looking for? Pop us an e-mail at hello@mermana.com.