Product warranties
Faulty or Damaged Items
At Merino Kids, we take great care in creating natural, beautifully made pieces designed to keep little ones comfortable and cosy. We truly hope you love your purchase, but if something isn’t quite right, we’re here to help.
If you believe your item is faulty or damaged, please email us at hello@merinokids.co.uk with your order number and a brief description of the issue. Photos are always helpful, as they allow our team to review things quickly and guide you on the next steps. We kindly ask that you wait to hear from us before returning anything, so we can assist you properly.
You can email us 24 hours a day and we will respond as quickly as possible.
Weekend emails will normally be dealt with on Monday morning.
+44 (0)1276 409966
Multiple phone lines open
- Monday to Friday - 8am to 8pm
- Saturday - 9am to 5:30pm
- Sunday/Bank Holidays - 11am to 4pm
Once your item has been received at our warehouse, our team will carefully inspect it. If a fault is confirmed, we will arrange a repair or replacement where possible, or provide a refund, depending on stock availability.
If, after inspection, the item is not considered faulty, you may choose to have it returned to you at your expense, or we can arrange for it to be responsibly disposed of.
Returns can only be processed once received and inspected.
We always recommend checking your items when they arrive and getting in touch promptly if you have any concerns. Our team will always do their very best to put things right with care and efficiency.
