Refund policy
We want you to be happy with your order. Since all our products are made-to-order, our return policy is a little different from traditional webshops.
Damages and Issues
If your item arrives damaged, defective, or incorrect, please contact us immediately at info@merchworks.dk with your order number and photos of the issue. We’ll make it right at no cost to you.
Non-returnable Items
Due to the made-to-order nature of our products, we are generally unable to accept returns or exchanges for size issues or change of mind. However, if you experience any issues with your order, please contact us and we will do our best to help.
Right of Withdrawal (EU Customers)
For EU-based customers: you have the legal right to cancel your order within 14 days after delivery. However, this right does not apply to customized or made-to-order items, which includes all merch sold in our shop unless explicitly stated on the item.
How Returns Work
If your return request is approved, we’ll provide you with the correct return address based on your location. Items sent back to us without prior approval will not be accepted.
Refunds
Once we’ve received and inspected your return, we’ll notify you about the outcome. If approved, your refund will be processed to your original payment method within 10 business days.
Customer Satisfaction
If there is any issue with your order, we are committed to resolving it quickly. This may include sending a replacement or issuing a refund depending on the situation.
Returns & Refunds – FAQ
What if my item is damaged or incorrect?
If your order arrives damaged, defective, or you receive the wrong item, please contact us within 7 days at info@merchworks.dk with your order number and photos. We’ll send you a replacement or issue a refund – at no extra cost to you.
Can I return an item if I ordered the wrong size or changed my mind?
Because all items are made-to-order just for you, we unfortunately cannot accept returns or exchanges for size issues or change of mind. Please check our size guides carefully before ordering.
Do I have a right of withdrawal? (EU customers)
Under EU law, customers normally have 14 days to return items. However, this does not apply to custom or made-to-order products. Since all our merch is printed individually per order, returns are only possible if the product is faulty or incorrect.
Where do I send a return?
If your return is approved, we’ll provide the correct return address based on your location. Items sent back without approval will not be accepted.
When will I get my refund?
Once we’ve received and inspected your return, we’ll notify you about the outcome. If approved, refunds are processed to your original payment method within 10 business days.