Delivery Options Overview

We offer reliable delivery options to ensure your order arrives on time. For local orders within Sri Lanka, we use PickMe, providing fast and secure doorstep delivery. For international orders, we rely on trusted courier services such as Pronto and Domex, ensuring safe and efficient shipping with tracking available. We are committed to delivering your products with care and reliability, wherever you are.

1. Place Your Order

2. Order Confirmation

3. Packing & Dispatch

4. Delivery & Tracking

Return & Refund Policy

Thank you for shopping with us. We strive to provide high-quality products and services. Please carefully read our Return & Refund Policy below before making a purchase. By placing an order, you agree to the terms outlined in this policy.

1. Return Policy
We value your satisfaction; however, we do not accept returns for any items purchased from our website. All sales are final. We ask that you review the product descriptions, sizes, and specifications thoroughly before completing your purchase to ensure you are selecting the correct item.

  • No Returns: Once your order is placed and shipped, we cannot accept any returns, except in cases of defective or incorrect items.

  • Important Reminder: Please ensure that all details, including product size, color, and specifications, meet your requirements before proceeding with your order.

 

2. Refund Policy
Refunds are only available under the following circumstances:

  • Damaged or Defective Items: If you receive an item that is damaged or defective.

  • Incorrect Items: If the wrong item is shipped to you.

To request a refund, please contact us within 7 days of receiving your order. Kindly include the following in your request:

  • Order number

  • A detailed description of the issue

  • Clear photos of the item in question

Refunds will be processed to the original payment method within 7 business days after approval.

 

3. Exchange Policy
Currently, we do not offer exchanges for any products purchased on our website. If there is an issue with your order, such as receiving a defective or incorrect item, please contact us for assistance, and we will either issue a refund or work with you to find a satisfactory solution.

 

4. How to Contact Us
If you need to request a return, refund, or have any questions regarding our policies, please contact our customer service team at:

  • Email: contact@merchon.lk

  • Phone: +94724562361, +94771611823

  • Business Hours: Monday to Friday, 08:30 AM - 05:30 PM, Saturday: 08:30 AM - 01:30 PM

  • Response Time: We aim to respond to all inquiries within hours during business days.

FAQs

How do I place an order?

To place an order, simply browse our website and select the products you wish to purchase. Once you’ve made your selections, add them to your cart and proceed to the checkout page. You’ll be prompted to enter your shipping details, select a payment method, and confirm your order. Once your order is placed, you’ll receive an email confirmation.

What are the payment methods available?

We accept the following payment methods:

  • Bank Transfer

  • Credit & Debit Cards

  • Koko Payments

You can choose your preferred payment method at checkout for a smooth and secure transaction.

How long will it take for my order to arrive?

  • Local Orders (Sri Lanka): We use PickMe for domestic deliveries, and you can expect your order to be delivered within 2-5 business days depending on your location.

  • International Orders: For international orders, we use Pronto or Domex. Delivery timeframes may vary based on your location, but it typically takes 7-14 business days for international shipments.

Once your order has shipped, we will send you a tracking number so you can monitor your order’s progress.

Can I track my order?

Yes, once your order has shipped, you will receive a Job Number in your confirmation email. To track your order, simply visit our website and enter the Job Number in the tracking section to get real-time updates on your order’s status.

Do you offer returns or exchanges?

We do not accept returns or exchanges for any items purchased from our website. All sales are final. Please ensure you carefully review the product details, sizes, and specifications before placing your order.

Can I cancel my order?

Orders can only be canceled before they are shipped. Once your order is dispatched, cancellations are no longer possible. If you need to cancel an order, please contact our customer service team as soon as possible.

How do I request a refund?

Refunds are available only under the following conditions:

  • Damaged or Defective Items: If you receive a damaged or defective item.

  • Incorrect Items: If we accidentally ship the wrong item to you.

To request a refund, contact us within 7 days of receiving your order. You will need to provide your order number, a description of the issue, and clear photos of the item. Refunds will be processed within 7 business days after approval to the original payment method.

What shipping methods do you offer?

  • Local Orders (Sri Lanka): We use PickMe, a reliable local courier service, to deliver your order directly to your doorstep.

  • International Orders: For international shipments, we use trusted courier services such as Pronto and Domex. Both offer secure delivery with tracking information available to ensure your order arrives safely.

How do I contact customer support?

  • If you have any questions, need assistance, or wish to make an inquiry, you can reach us via:

    • Email: contact@merchon.lk

    • Phone: +94724562361, +94771611823

    • Business Hours: Monday to Friday, 08:00 AM - 05:30 PM, Saturday: 08:30 AM - 01:30 PM

    We aim to respond to all inquiries within hours during business days.