Terms of service
Merenlo | United Kingdom
These Terms of Service govern your use of www.merenlo.co.uk and purchases made through the Merenlo online store.
Please read these Terms together with the policies linked throughout this page. When you place an order, the Terms and applicable policies in effect at that time form part of the information governing your purchase.
Nothing in these Terms limits or excludes statutory consumer rights that cannot lawfully be restricted.
1. About Merenlo
Merenlo is an online fashion store operated by BJ-Ecom B.V., a company registered in the Netherlands.
Store name: Merenlo
Legal operator and contracting seller: BJ-Ecom B.V.
Website: www.merenlo.co.uk
Registered business address
BJ-Ecom B.V.
J.L. van Rijweg 50
2713 JA Zoetermeer
Netherlands
Chamber of Commerce (KvK): 89168402
VAT number: NL864899269B01
Customer correspondence address
21 Eccleston Pl
London, SW1W 9NF
United Kingdom
The customer correspondence address is not the designated product return address. Our current return centre is identified in the Return & Refund Policy.
Email: support@merenlo.co.uk
Telephone: +44 7863 792998
2. Countries We Serve
Merenlo currently accepts new orders for delivery within the United Kingdom, including:
- England
- Scotland
- Wales
- Northern Ireland
We do not currently offer delivery to addresses outside the United Kingdom.
The available delivery destinations are confirmed during checkout.
These Terms apply to the current UK-only sales arrangement. Orders placed under earlier market arrangements remain subject to their applicable contractual terms and statutory protections.
3. Using Our Website
You may use our website for lawful purposes, including browsing products, placing orders, tracking deliveries and contacting customer support.
You must not use our website:
- For unlawful, fraudulent or misleading activities.
- To interfere with its security or normal operation.
- To attempt unauthorised access to customer accounts, checkout systems or other infrastructure.
- To knowingly submit false or misleading information.
- To distribute malicious software or other harmful content.
- To infringe intellectual property or other legal rights.
We may take reasonable measures to protect our website, customers and business from fraud, abuse and security threats.
4. Product Information
We aim to provide accurate information about products offered through Merenlo.
Product pages may include descriptions, photographs, sizes, colours, prices, availability and other relevant characteristics.
Please review the product information and available variants carefully before ordering.
Product colours may appear slightly different depending on device displays, lighting and screen settings. This does not permit goods supplied to materially differ from the description or characteristics forming part of your contract.
Product availability may change.
Adding a product to your shopping cart does not reserve that item or guarantee its availability.
5. Prices and Currency
All prices for orders placed through Merenlo's UK storefront are displayed in British pounds sterling (GBP / £).
The product price, applicable delivery charge and total payable amount are displayed before you complete your purchase.
Any additional mandatory charges payable by the customer must be disclosed before the order is placed.
If your card or payment account operates in another currency, your bank or payment provider may apply its own exchange rate or additional charges.
We may update prices for future orders. Price changes do not retrospectively alter the agreed price of an order already accepted.
If an obvious and genuine pricing error occurs, we will handle the situation fairly and in accordance with applicable consumer law.
6. Placing an Order
Orders can be placed through our website in English.
To place an order, you will normally:
- Select the desired product and available variant.
- Add the product to your shopping cart.
- Review the selected items, quantities and prices.
- Proceed to checkout.
- Provide the necessary contact and delivery details.
- Review the shipping charge and total payable amount.
- Select an available payment method.
- Review and submit your order.
You can normally correct errors before placing an order by returning to the relevant checkout step or updating your cart.
The final checkout action must make clear that placing the order creates an obligation to pay.
7. Order Confirmation and Acceptance
By submitting an order, you make an offer to purchase the selected products.
After your order is submitted, we will normally send an electronic acknowledgement to the email address provided during checkout.
An order acknowledgement confirms that the order has been received. It does not by itself guarantee that every item can be supplied.
We may decline or cancel an order where a legitimate reason exists, including:
- Payment authorisation failure.
- Genuine product unavailability.
- Materially incomplete delivery information.
- An obvious pricing or product-information error.
- Delivery to a destination we do not serve.
- Reasonable evidence of fraud or unlawful activity.
If we cancel an order after receiving payment, the amount due will be refunded to the original payment method.
8. Payment Methods
Merenlo uses Shopify Payments and other supported payment services available through its checkout.
Depending on your device, browser and transaction eligibility, payment options may include:
- Visa
- Mastercard
- Apple Pay
- Google Pay
- Maestro, where supported
- PayPal
- Shop Pay
The payment methods actually available for your order are those displayed at checkout.
Some payment options, particularly digital wallets, depend on technical compatibility and payment-provider eligibility.
For more information, visit our Payment Methods page.
Payments should only be completed through Merenlo's official checkout unless we expressly provide another legitimate payment arrangement for a particular transaction.
9. Shipping Destinations and Costs
Merenlo offers standard delivery within the United Kingdom.
The following shipping charges apply:
| Order Value | Standard Shipping |
|---|---|
| Below £50.00 | £7.00 |
| £50.00 or more | Free |
Shipping charges are displayed during checkout before payment is completed.
Delivery availability may depend on the destination address and carrier coverage.
For more information, see our Shipping & Delivery Policy.
10. Processing and Delivery Times
Our current standard UK delivery estimates are:
| Delivery Stage | Estimated Time |
|---|---|
| Order processing | 1–3 business days |
| Transit after dispatch | 6–12 business days |
| Total estimated delivery | 7–15 business days |
Order cut-off: 5:00 PM GMT/BST, Monday to Friday.
Orders placed after the cut-off time or on non-business days normally begin processing on the next business day.
Business days are Monday through Friday, excluding applicable public holidays.
Delivery estimates are not guaranteed dates unless a specific date has been expressly agreed.
Any statutory rights relating to delayed or non-delivered goods remain unaffected.
Under applicable UK consumer law, delivery must normally occur within the agreed period or, where no period is agreed, without undue delay and no later than 30 days after the contract is concluded.
11. International Fulfilment
Merenlo may use international fulfilment and logistics partners to process and dispatch orders.
Not all products are necessarily stocked or dispatched from within the United Kingdom.
International fulfilment arrangements do not reduce your consumer rights.
Applicable mandatory charges and any additional import-related amounts payable by the customer must be disclosed before the purchase is completed.
12. Delivery Responsibility
Where Merenlo arranges delivery, responsibility for the goods normally remains with Merenlo until they are delivered into your physical possession or that of another person identified by you to receive them.
Different rules may apply if you independently appoint a carrier not offered by Merenlo.
If your parcel is lost, damaged or not delivered while responsibility remains with Merenlo, please contact us so that we can investigate and provide any remedy required by law.
13. UK Statutory Cancellation Rights
For most eligible online purchases, UK consumers have the right to cancel their contract without providing a reason.
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the normal cancellation period ends 14 calendar days after the day on which you, or a person nominated by you other than the carrier, receives the goods.
Special starting rules apply where goods are delivered separately.
To exercise this right, you must clearly inform Merenlo of your decision before the applicable cancellation period expires.
You may contact:
You may use a model cancellation form, but doing so is optional.
Following a valid cancellation notification, goods that must be returned should normally be sent back no later than 14 calendar days after you informed us of your decision.
For ordinary change-of-mind cancellation, customers may be responsible for direct return shipping costs where lawfully applicable and properly disclosed before purchase.
Further information, including the model cancellation form, return arrangements, refund timing and statutory exceptions, is available in our Return & Refund Policy.
Exercising a valid statutory cancellation right is not subject to discretionary approval.
14. Merenlo's Voluntary 30-Day Return Policy
In addition to statutory cancellation rights, Merenlo offers a voluntary return period of up to 30 calendar days from delivery for eligible goods.
This additional commercial policy is subject to the conditions set out in our Return & Refund Policy.
For returns made solely under the voluntary policy, products must normally be unused, unworn, unwashed and in their original condition, with original tags attached where applicable.
These commercial conditions do not restrict your statutory cancellation rights or rights relating to faulty or non-conforming goods.
A return made after the first 14 days is not automatically a voluntary return if the statutory cancellation right was already exercised within the applicable period.
For full details, consult our Return & Refund Policy.
15. Return Address
The designated Merenlo customer return centre is located in China.
Return address
South Gate 1, 4th Floor
Sujia Aihua Second Floor Factory
No. 1511 Jingang Avenue
Fucun Town, Jindong District
Jinhua City
Zhejiang 322000
China
This is the physical return address for goods returned to Merenlo's designated return centre.
It is separate from our registered business address and customer correspondence address.
You do not need to contact customer service merely to obtain the return address.
We recommend retaining proof of postage and including your order number where possible.
For detailed return instructions, please read our Return & Refund Policy.
16. Faulty, Damaged or Incorrect Goods
Your statutory rights relating to goods that are faulty, damaged, incorrectly supplied, not as described or otherwise non-conforming are separate from ordinary change-of-mind returns.
Under the Consumer Rights Act 2015, goods must satisfy applicable requirements, including being of satisfactory quality, fit for purpose and as described.
Depending on the circumstances, you may be entitled to a refund, repair, replacement, price reduction or another statutory remedy.
If there is a problem with an item, contact:
Please include your order number and a description of the issue.
We may request photographs or other relevant information where reasonably helpful, but this will not be used to improperly restrict your statutory rights.
Where Merenlo is legally responsible for return or remedy costs, those costs will not be passed to the customer.
17. Refunds
Refunds are processed back to the original payment method used for the order.
Refund timing depends on the circumstances and the applicable statutory or voluntary return arrangements.
When a valid statutory cancellation applies, refunds will be handled in accordance with the Consumer Contracts Regulations, including applicable requirements concerning standard outbound delivery costs.
Where legally permitted, reimbursement for returned goods may be withheld until the goods have been received or evidence of return has been supplied, whichever occurs first.
Merenlo does not charge a refund-processing fee for exercising statutory cancellation rights.
Your bank or payment provider may require additional processing time before the refunded amount appears in your account.
For detailed refund rules, see our Return & Refund Policy.
18. Order Changes and Cancellation Before Dispatch
If you need to correct or change an order, contact us as soon as possible.
Email: support@merenlo.co.uk
We will attempt to accommodate reasonable requests where operationally possible.
However, changes may not be possible once an order has entered processing or transit.
If an order is already in transit, the customer may still receive the parcel and need to return it under the applicable cancellation or return procedure.
These operational limitations do not remove statutory cancellation rights.
19. Promotions, Discounts and Offers
Merenlo may offer promotional discounts, limited-time offers, bundle offers or other purchasing incentives.
Promotional conditions will be made available in connection with the relevant offer.
Unless expressly stated otherwise:
- Offers apply only during their stated validity period.
- Eligibility requirements and exclusions must be communicated clearly.
- Discounts are calculated according to the applicable promotional conditions.
- Promotions cannot necessarily be combined with other offers.
- A promotional discount does not reduce statutory consumer rights.
Any stated discount, reference price or promotional saving must be genuine and consistent with applicable consumer-protection rules.
If a separate promotional terms page is published, any additional conditions must be clearly communicated before they become applicable to a purchase.
20. Customer Reviews and Submitted Content
If you submit a product review, photograph, message or other content to Merenlo, you are responsible for ensuring it reflects your genuine experience and does not violate applicable law or third-party rights.
We may moderate or remove content where reasonably necessary, including content that is fraudulent, abusive, misleading, unlawful, spam-like or infringing.
Review moderation will not be used to create a misleading impression of customer feedback.
Nothing in these Terms requires a customer to submit a positive review or prevents the lawful expression of genuine feedback.
21. Intellectual Property
Unless otherwise stated, Merenlo's website content, branding, text, graphics, design and other protected materials belong to BJ-Ecom B.V., Merenlo's relevant licensors or their respective rights holders.
You may access and use the website for normal personal shopping and informational purposes.
You may not reproduce, distribute, commercially exploit or modify protected content without the relevant permission where doing so would infringe applicable intellectual-property rights.
22. Third-Party Services
Merenlo uses third-party providers to support website operations, payment processing, fulfilment, analytics, marketing, customer service and shipment tracking.
Third-party services may operate under their own terms and policies where applicable.
For information about the processing of personal information, please consult our Privacy Policy and Cookie Policy.
The use of third-party providers does not remove Merenlo's responsibilities as the contracting seller.
23. Privacy and Personal Information
Merenlo processes personal information as necessary to operate the online store, handle orders, provide customer support and perform other purposes explained in its Privacy Policy.
Where consent is required for particular processing activities or non-essential cookies, it will be managed in accordance with applicable data-protection and electronic-communications requirements.
Please review our Privacy Policy for further information.
24. Website Availability
We aim to maintain a functional and accessible online shopping experience.
However, we cannot guarantee that the website will always be uninterrupted or free from technical problems.
We may temporarily restrict access to parts of the website for maintenance, security updates or other legitimate operational reasons.
This does not remove rights associated with contracts already concluded.
25. Liability
Nothing in these Terms excludes or restricts liability where such exclusion or restriction would be unlawful.
In particular, these Terms do not limit liability for:
- Death or personal injury caused by negligence.
- Fraud or fraudulent misrepresentation.
- Statutory consumer rights relating to faulty, unsafe or non-conforming goods.
- Any other liability that cannot lawfully be excluded or limited.
Where permitted by law, Merenlo is not responsible for losses arising solely from commercial or business activities unrelated to a personal consumer purchase.
These Terms must not be interpreted as removing remedies that applicable UK consumer law guarantees.
26. Events Outside Our Reasonable Control
Unexpected events beyond our reasonable control may affect website operations, processing or delivery.
Examples may include significant transport disruptions, severe weather, technical failures and other extraordinary circumstances.
We will take reasonable steps to address such events and communicate material issues where appropriate.
This provision does not exclude statutory rights relating to late delivery, non-delivery, cancellation or refunds.
27. Changes to These Terms
We may update these Terms to reflect changes in our website, services, business operations or applicable legal requirements.
Updated Terms will be published on this page with a revised date.
Changes will not retrospectively alter the contractual terms applicable to an order already placed unless required by law or expressly agreed in a legally valid manner.
28. Severability
If any provision of these Terms is determined to be invalid, unlawful or unenforceable, the affected provision will be applied or removed only to the extent necessary.
The remaining provisions will continue to apply.
This does not reduce any mandatory consumer protection.
29. Governing Law and Disputes
Merenlo serves consumers throughout the United Kingdom.
Nothing in these Terms deprives a consumer of mandatory protections available under the law applicable to their purchase.
Applicable consumer-law protections may differ between England and Wales, Scotland and Northern Ireland.
Consumers retain their rights to bring proceedings in courts having jurisdiction under applicable law.
We encourage customers to contact us first if a problem arises so that we can attempt to resolve it directly.
This does not prevent consumers from exercising legal rights, seeking independent advice or pursuing an available legal remedy.
30. Contact and Complaints
If you have a question, complaint or concern about these Terms or an order, please contact:
Merenlo Customer Support
Email: support@merenlo.co.uk
Telephone: +44 7863 792998
Customer support hours
Monday–Friday, 09:00–18:00 GMT/BST
Legal operator
BJ-Ecom B.V.
J.L. van Rijweg 50
2713 JA Zoetermeer
Netherlands
Customer correspondence address
21 Eccleston Pl
London, SW1W 9NF
United Kingdom
Chamber of Commerce (KvK): 89168402
VAT number: NL864899269B01
The registered and correspondence addresses are not designated product return addresses.
For returns, use the return centre stated in our Return & Refund Policy.
When contacting us about an existing order, please include your order number and the email address used during checkout where possible.
31. Related Policies
For further information about shopping with Merenlo, please refer to:
- Shipping & Delivery Policy
- Return & Refund Policy
- Payment Methods
- Privacy Policy
- Cookie Policy
- Contact & FAQ
Merenlo is operated by BJ-Ecom B.V.
These Terms are intended for Merenlo's current United Kingdom sales arrangement and do not exclude or restrict mandatory statutory consumer rights.
Need help?
Contact Merenlo support with your order number and the email used at checkout.