GENERAL INFORMATION​

FREQUENTLY ASKED QUESTIONS

What should I do if I receive a damaged or the wrong product?

If you receive a damaged or incorrect product, here are the general steps you should take:

Contact Customer Support:
Reach out to Mersa's customer support team just emailing support@mersa.ae or calling +971 50 778 7001 between 9 am and 6 pm, Monday to Saturday (excluding Sundays and public holidays).
Provide your order number and details about the issue, including whether the product is damaged or incorrect.

Document the Issue:
Take clear photos of the damaged or incorrect product, including any damaged packaging.
If there's visible damage to the shipping box, document that as well. This documentation will be useful for the company's records and for any potential shipping insurance claims.

When the order payment is taken off my bank account?

The timing of when the payment is taken from your bank account depends on the payment method you used and the policies of the seller. Here are some common scenarios:

Credit/Debit Card:
For credit and debit card payments, the amount is typically authorized or "pre-authorized" at the time of purchase. The actual charge may happen when the order is shipped or shortly before, but this can vary by company.

Buy Now, Pay Later Services:
If you used a "buy now, pay later" service, the payment will follow the terms and schedule outlined by that service.

Can I change or cancel my order?

To modify or cancel your order, contact our customer support promptly Reach out to Mersa's customer support team just emailing support@mersa.ae or calling +971 50 778 7001 between 9 am and 6 pm, Monday to Saturday (excluding Sundays and public holidays).

Review our cancellation policy for any applicable conditions.

What is your return and exchange period?

It is 15 days from the date of delivery or collection.

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