Terms of service
These Terms of Service explain the rules that apply when you visit merenlo.co.uk, browse our store, place an order or use any service provided through our website.
By using our website or placing an order, you agree to these Terms of Service. If you do not agree with these terms, please do not use our website.
These Terms of Service do not affect your statutory rights.
1. About Merenlo
Merenlo is a UK-focused online fashion retailer operated by BJ-Ecom B.V., a company registered in the Netherlands.
Store name: Merenlo
Operated by: BJ-Ecom B.V.
Website: merenlo.co.uk
Email: support@merenlo.co.uk
Registered business address
J.L. van Rijweg 50
2713 JA Zoetermeer
Netherlands
Chamber of Commerce (KvK): 89168402
VAT: NL864899269B01
2. Use of our website
You may use our website for personal shopping, browsing products, placing orders and contacting customer support.
You must not use our website:
- For unlawful, misleading or fraudulent purposes
- To interfere with the security or normal operation of the website
- To copy, scrape or misuse website content without permission
- To submit false, inaccurate or misleading information
- To attempt unauthorised access to our systems, accounts or checkout
We may restrict access to our website or cancel orders where misuse, fraud or suspicious activity is detected.
3. Product information
We aim to present product information, images, colours, descriptions, prices and availability as clearly and accurately as possible.
Product colours may appear slightly different depending on your screen, device settings or lighting. Product availability may change without notice.
We do not make unverified material, performance or manufacturing claims. Product information should be read together with any details shown on the relevant product page.
4. Prices and currency
Prices are shown in the currency of your market:
- United Kingdom: GBP (£). UK orders are paid in GBP at checkout.
- Republic of Ireland: euro (€). Ireland orders are paid in euro at checkout.
Unless stated otherwise, the currency shown on the storefront and at checkout is the currency used for payment.
If your card or payment account uses another currency, your bank or payment provider may apply exchange rates or additional charges. Those charges are set by your bank or payment provider, not by Merenlo.
We may update prices, offers or product availability from time to time. Changes will not affect an order that has already been accepted, unless there has been an obvious pricing error.
5. How to place an order
Orders on Merenlo can be placed in English.
To place an order:
- Select a product and the required colour, size or other available variant.
- Add the product to your cart.
- Review the products, variants, quantities and prices in your cart.
- Proceed to checkout.
- Enter or confirm your contact, billing and delivery information.
- Review the available delivery option, delivery charge and total price.
- Enter or select your payment method.
- Review the order before selecting the final payment button.
Before submitting the order, you can identify and correct errors by returning to the relevant checkout step or editing the products and quantities in your cart.
The final checkout button clearly indicates that placing the order creates an obligation to pay.
After the order is submitted, we send an electronic order acknowledgement to the email address provided during checkout.
If you notice an error after submitting an order, contact support@merenlo.co.uk as soon as possible. We cannot guarantee that an order can be changed after processing or dispatch has started.
The Terms of Service and applicable store policies are available on the website and can be saved or printed for future reference.
6. Orders
When you place an order, you are making an offer to purchase the selected item or items.
After placing an order, you should receive an order confirmation email. This confirms that we have received your order, but it does not guarantee that the order has been accepted or dispatched.
We reserve the right to refuse or cancel an order where:
- Payment cannot be authorised
- The item is unavailable
- The order information is incomplete or incorrect
- There is an obvious pricing or product information error
- Fraud, misuse or suspicious activity is suspected
- We are unable to deliver to the provided address
If an order is cancelled after payment has been taken, we will issue a refund to the original payment method.
7. Customer information
You are responsible for providing accurate and complete information when placing an order, including your name, email address, phone number, billing address and shipping address.
If your shipping details are incorrect or incomplete, your order may be delayed, returned or undeliverable. If you notice an error, contact us as soon as possible at support@merenlo.co.uk.
We cannot guarantee that changes can be made once an order has started processing or has been dispatched.
8. Payments
Payments are processed securely through Shopify Payments and supported payment providers.
Accepted payment methods may include:
- Visa
- Mastercard
- Apple Pay
- Google Pay
- PayPal
- Shop Pay
- Maestro, where available and supported
We do not store full card details on our website.
Please only rely on payment methods that are shown at checkout. If a payment method is not shown at checkout, it is not currently available for your order.
9. Shipping
We currently ship to England, Scotland, Wales, Northern Ireland and the Republic of Ireland.
Shipping cost:
- United Kingdom: Standard shipping costs £7 for orders below £50. Orders of £50 or more qualify for free shipping.
- Republic of Ireland: Standard shipping costs €7 for orders below €50. Orders of €50 or more qualify for free shipping.
Our estimated shipping timeline is:
- Processing time: 1–3 business days (Mon–Fri)
- Delivery time after dispatch: 6–12 business days (Mon–Fri)
- Total estimated delivery time: 7–15 business days (Mon–Fri)
Tracking information is sent by email after dispatch where tracking is available.
Delivery times are estimates and may vary during busy periods, public holidays, courier delays or where shipping information is incomplete or incorrect.
For more information, please see our Shipping Policy.
10. Returns and refunds
This policy has two separate return routes:
- Statutory cancellation right — for goods covered by UK distance-selling rules or Irish/EU consumer cancellation rules (depending on your destination), you may cancel within 14 days after you receive the goods without giving a reason. Contacting us is notification, not discretionary approval. The applicable Irish/EU statutory withdrawal information, available withdrawal methods, return procedure and refund rules are set out on our Right of Withdrawal page and in our Return & Refund Policy. An EU Model Withdrawal Form is also available there, but you are not required to use that form.
- Voluntary 30-day Merenlo return policy — an extra option from delivery; days 15–30 are voluntary only and may require items to be unworn, unused, unwashed and returned with original tags where applicable.
Customers are responsible for return shipping costs unless the item arrived damaged, defective or incorrect, or the law requires otherwise.
Please contact support@merenlo.co.uk before sending anything back so we can provide the correct return address and practical return instructions. For statutory cancellations, that administrative step does not limit your cancellation right.
Refunds are issued to the original payment method. Full details, including the Model Cancellation Form and standard outbound delivery refund under the statutory right, are in our Return & Refund Policy.
Nothing in these Terms affects your statutory rights.
For full details, please see our Return & Refund Policy.
11. Damaged, defective or incorrect items
If your order arrives damaged, defective or incorrect, contact us as soon as possible at support@merenlo.co.uk.
Please include your order number, the email address used at checkout, a short description of the issue and clear photos of the item and packaging where relevant.
If the issue is confirmed, we will help with the next steps in line with our Return & Refund Policy and your statutory rights.
12. Order changes and cancellations
If you need to change or cancel an order, contact us as soon as possible at support@merenlo.co.uk.
We will do our best to help, but we cannot guarantee changes or cancellations once an order has started processing or has been dispatched.
13. Reviews and customer content
If you submit a product review, message, image or other content to Merenlo, you are responsible for making sure the content is accurate, lawful and does not infringe the rights of others.
We may moderate or remove content that is offensive, misleading, irrelevant, unlawful, promotional, spam-like or otherwise unsuitable for our website.
By submitting content, you allow us to use it in connection with our store, products and customer experience, where appropriate.
Full details on how reviews are collected, labelled, moderated and reported are in our Customer Review Policy.
14. Intellectual property
All website content, including text, images, branding, design elements, graphics and layout, belongs to Merenlo or our content providers unless stated otherwise.
You may not copy, reproduce, distribute, modify or use our website content for commercial purposes without written permission.
15. Third-party services and links
Our website may use third-party services to help operate the store, process payments, measure website performance, provide marketing, collect reviews or support order fulfilment.
Our website may also include links to third-party websites. We are not responsible for the content, policies or practices of third-party websites.
For more information about how personal information is handled, please see our Privacy Policy and Cookie Policy.
16. Website availability
We aim to keep our website available and working properly, but we cannot guarantee uninterrupted access.
We may update, suspend or restrict parts of the website from time to time for maintenance, security, technical improvements or business reasons.
17. Limitation of liability
Nothing in these Terms of Service limits or excludes liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, faulty goods or goods that are not as described.
Subject to the above, Merenlo is not responsible for losses that were not reasonably foreseeable, losses caused by misuse of the website, or business losses where products are purchased for personal consumer use.
UK guidance explains that unfair consumer contract terms cannot be enforced, including terms that try to avoid responsibility for faulty goods or goods that are not as described.
18. Changes to these Terms
We may update these Terms of Service from time to time to reflect changes to our website, products, services, policies or legal requirements.
The latest version will be available on this page. Continued use of our website after changes are posted means you accept the updated terms.
19. Governing law
These Terms of Service are governed by the laws of England and Wales for United Kingdom customers, and by the laws of Ireland for Republic of Ireland customers, unless mandatory consumer protection rules require a different result.
20. Contact us
If you have questions about these Terms of Service, contact us at:
Merenlo is operated by BJ-Ecom B.V.
Registered business address
J.L. van Rijweg 50
2713 JA Zoetermeer
Netherlands
Chamber of Commerce (KvK): 89168402
VAT: NL864899269B01
Email: support@merenlo.co.uk
Phone: +44 7863 792998
Support hours: Monday–Friday, 9:00 AM–6:00 PM GMT/BST
Need help?
Contact Merenlo support with your order number and the email used at checkout.