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Frequently
Asked Questions

We're involved in our customers' journey every step of the way. Please find our most frequently asked questions below. If you require additional support, do not hesitate to reach out.

We know that you will love what you ordered but if something doesn’t work out, we will gladly accept unworn/unwashed merchandise for return or exchange. Returns for refund will be honored for 30 days from date of receipt and a $5.99 return fee will be withheld from your original method of payment. Exchanges or returns for store credit will be honored for 60 days and there is no associated fee.

We are sorry to hear that your purchase wasn't a perfect fit. Our online portal will guide you through the return/exchange process. Click here then follow the prompts. Please contact us by phone (816-974-3115) or email customerservice@mersea.com for questions.

Our orders are filled every morning, so the time window for changes and cancelations is very short. Be sure to call (816-974-3115) or email customerservice@mersea.com immediately after placing your order, and we will do everything we can to accommodate your request. 

Please contact the retailer the item was purchased from directly. Your return or exchange will be subject to the discretion of the retailer from which you purchased the item.

Our orders are shipped with a packing slip that does not include pricing.  In the event the gift recipient would need to exchange the item, the packing slip acts as a gift receipt.

We are sorry that the gift didn't work out for you. To return your gift, please pack the item securely and return the package to us at:

MERSEA

14832 W 107th Street

Lenexa, KS 66215

 

Please enclose either the packing slip or a note with the following information: your name, shipping address, email address, phone number, name of person that gave you the gift along with what you want in exchange.  

 

Once received, we will reach out to you if more information is needed (for example, if it is not an even exchange). Otherwise, you can expect your replacement item(s) within 5 to 7 days of receipt.

Shopping for someone else but not sure what to gift them? Give them the gift of choice with a MERSEA E-Gift Card, which can be purchased here. Our E-Gift Cards are delivered by mail to YOU – the purchaser – so that you can control when and how it is delivered. The email contains instructions on how to redeem at checkout. Plus our gift cards have no additional processing fees, no expiration and never lose value!

Become a MERSEA insider and join our rewards program. Simply register for an account here. Start shopping and enjoy the exclusive offers for you—and your family and friends.

To redeem your points, sign in to your MERSEA account and click on Rewards at the top right of your screen, then select Redeem Points.

Get the latest on trends, new arrivals, special offers, and sale announcements just by signing up for our email updates. You only need to have a valid email address. To subscribe, enter your email address in the "Subscribe to the MERSEA Newsletter" field at the bottom right of our site.

If you no longer wish to receive emails for MERSEA, click the 'unsubscribe' link at the bottom of any email you received from us.

To unsubscribe from text, reply STOP.

We are sorry to hear that you are having trouble with your order. For your protection, our site is compatible with the most secure browser code. If you are using an old version of Google, Safari, Firefox, Internet Explorer (or other older browsers) it is possible that our site won’t work properly. Updating your browser usually solves this problem.  Sometimes you might need to update your computer, phone or ipad before you update your browser. Still having trouble? Contact us

Find all our locations here.

Please refer to our size guide.

On the website page of your new item, click on DETAILS to find the care instructions.

On the product page for the item that is out of stock, simply click the box that says “Get notified when back in stock” and add your contact information. When the item becomes available you will be notified by email.

Extending the life of your MERSEA candle

To extend the life of your MERSEA candle and prevent sooting, trim the wicks to ¼” before lighting and allow the wax to melt and pool to the edges with every light to prevent tunneling in the future. Do not burn candles for more than three hours at a time.

 

 

Common Sense Caution

Remove all packaging before burning candles. Burn within sight. Keep away from things that catch fire. Keep away from children and animals.

 

 

Product Variances

Many of our products are hand-poured, hand finished, and individually created. MERSEA  prides itself in using regional artisans from around the globe to create our offerings, therefore they may have variances in color, texture, and appearance.