The Journey & The Return

Shipping & Delivery

Each Mēre&Ora piece is carefully inspected and prepared before beginning its journey to you.

International Orders

Free standard shipping is available for orders of US$150 and above. 

International orders may be subject to import VATs, customs duties, taxes and handling fees imposed by the destination country.

Where these charges are not collected at checkout, they may be payable directly to the local customs authority or delivery carrier before the order can be delivered. These charges are determined by local authorities and remain the responsibility of the recipient.

We recommend checking the applicable import requirements in your country before placing an order.

Delivery Responsibility

Mēre&Ora remains responsible for loss or damage during delivery until the order is received by you or by a third party designated by you. This does not apply if you independently appoint a carrier that was not offered by us.

Please make sure that your delivery address and contact details are complete and accurate.

If delivery cannot be completed because the address is incorrect, the carrier is unable to contact the recipient, or applicable import charges remain unpaid, the parcel may be returned to us.

Where permitted by applicable law, any actual return shipping charges, customs charges, or handling fees arising from an unsuccessful or refused delivery may be deducted from the refund.

Refusing delivery does not by itself complete a return request. Please contact us if you wish to withdraw from or return an eligible order.

Returns & Exchanges

We hope your Mēre&Ora piece feels right from the moment it arrives.

Every piece in our collection begins its journey with meticulous selection and inspection. We understand that a deep connection is formed the moment you choose a piece to be part of your story.

Because our pieces are made with natural materials and international returns involve significant shipping and handling, we encourage you to review all product details, measurements, materials, and images carefully before placing an order.

We do not offer free change-of-mind returns. We also do not offer direct exchanges for a different design or size. Where a return is accepted, you may place a new order separately.

Due to the unique, organic nature of natural gemstones and the distinctiveness of every handcrafted item, we maintain strict quality standards. We kindly ask you to inspect your order promptly after delivery and before wearing the item. Should your piece arrive with a structural defect or damage sustained during transit, we are committed to making it right and restoring the beauty of your initial encounter.

Change-of-Mind Returns

Except where required by applicable consumer law, Mēre&Ora does not accept returns or exchanges solely because a customer has changed their mind.

Consumers located in the European Union, European Economic Area, and the United Kingdom may exercise any mandatory statutory right to cancel an eligible online purchase within the applicable withdrawal period.

To exercise this right, you must notify us within 14 calendar days after the day you receive your order. After notifying us, you must send the item back within a further 14 calendar days.

If items from the same order are delivered separately, the withdrawal period begins after you receive the final item.

You do not need to provide a reason, although any feedback you choose to share is always appreciated.

How to Request a Return

To notify us of an eligible return, email admin@mereora.com and include:

• Your full name
• Your order number
• The item you wish to return
• The email address used for the order
• The reason for the return

We will acknowledge your request and provide the return instructions.

Contacting us allows us to identify and process your parcel correctly. It does not require you to obtain our approval before exercising a mandatory statutory right.

Condition of Returned Items

A returned piece must be complete, undamaged, and in a condition suitable for resale.

You may inspect or briefly try on an item only to the extent reasonably necessary to understand its nature, appearance, characteristics, and fit, in the same way that you would be permitted to do in a physical store.

Returned items must:

• Be free from damage caused after delivery
• Show no signs of wear beyond reasonable inspection or brief try-on
• Have no scratches, dents, bending, alteration, resizing, engraving, or broken components
• Be free from perfume, cosmetics, creams, chemicals, excessive skin residue, or other contamination
• Include all components, certificates, pouches, boxes, gifts, and accessories originally supplied
• Be returned in their original packaging where reasonably possible

Opening the delivery packaging or reasonably trying on an item will not, by itself, invalidate a statutory right of withdrawal.

However, if handling goes beyond what is reasonably necessary to inspect the piece and causes a reduction in its value, Mēre&Ora may make a reasonable deduction reflecting that loss in value, where permitted by applicable law.

Outside any mandatory statutory return right, we may decline a return if the item has been worn, damaged, altered, contaminated, or returned incomplete.

Return Shipping Costs

For a change-of-mind return, the customer is responsible for arranging and paying the direct cost of returning the item to Mēre&Ora.

We do not provide prepaid return labels for change-of-mind returns.

The returned parcel must be:

• Sent using a tracked shipping service
• Fully prepaid
• Securely packaged to prevent damage in transit
• Accompanied by valid proof of shipment
• Declared to customs as “returned goods,” where applicable

Please do not send parcels using cash on delivery or with unpaid shipping, customs, tax, or handling charges, as we may be unable to accept them.

We strongly recommend using an insured service for higher-value items and keeping your shipping receipt and tracking information until the return has been completed.

If an item is confirmed to be defective, damaged during delivery, or different from what you ordered, Mēre&Ora will cover the reasonable return shipping cost or arrange another appropriate solution.

Refunds

Once your return has been received, we will carefully inspect the piece and notify you of the outcome.

Eligible refunds will be issued to the original payment method.

Where required by applicable law, we will process the refund without undue delay and within the applicable statutory timeframe. We may withhold the refund until we have received the returned item or you have provided satisfactory evidence that it has been sent back, whichever occurs first.

For the eligible withdrawal of an entire order, the refund will include:

• The price paid for the eligible returned items
• The cost of the least expensive standard delivery option actually paid by the customer

If your original order qualified for free shipping, no outbound shipping amount was paid by you and therefore no outbound shipping amount will be refunded.

If you selected express, priority, or another upgraded delivery method, any amount above the cost of the least expensive standard delivery option will not be refunded.

We do not charge a restocking fee. However, where permitted by applicable law, a reasonable deduction may be made for a loss in value caused by handling beyond what was necessary to inspect the item.

Your bank or payment provider may require additional time to display the refund after it has been issued.

Damaged, Defective, or Incorrect Items

Please inspect your order promptly after delivery and before wearing the item.

If your piece arrives damaged, has a structural defect, is missing a component, or is different from what you ordered, please contact admin@mereora.com as soon as reasonably possible.

Please include:

• Your order number
• A clear description of the issue
• Clear photographs or a short video showing the item
• Photographs of the outer and inner packaging if the item was damaged in transit

We aim to respond within 48 hours.

Once the issue has been assessed, we will offer an appropriate solution, which may include repair, replacement, a price reduction, or a refund, in accordance with applicable consumer law.

For a confirmed quality issue, delivery damage, or incorrect item, Mēre&Ora will cover the reasonable return shipping cost.

Our request that delivery issues be reported promptly does not limit any mandatory statutory rights you may have.

What We Consider a Defect

A defect may include:

• Structural breakage present upon delivery
• A missing or incorrectly assembled component
• Significant damage sustained during delivery
• Receipt of an incorrect item, size, or specification
• A material difference from the product description

Damage caused after delivery through improper wear, pulling, impact, chemical exposure, unsuitable storage, unauthorized repair, alteration, or failure to follow our care guidance is not considered a manufacturing defect.

The Natural Character of Each Stone

Every natural stone carries its own pattern, tone, texture, and relationship with light.

Subtle differences in color, transparency, shape, pattern, surface texture, and internal inclusions—sometimes known as “veils”—are part of the natural character of gemstones. These variations make each piece individual and are not normally considered defects, provided that the item remains consistent with its description and suitable for its intended use. These are nature’s fingerprints and are not considered quality defects.

Personalized and Custom-Made Pieces

Where permitted by applicable law, change-of-mind returns may not be available for pieces that are:

• Made to your individual specifications
• Engraved or personalized for you
• Specially altered at your request
• Made using a stone, size, or design individually selected or supplied by you

A standard piece that is prepared after an order is placed is not automatically considered personalized.

These exclusions do not affect your rights if a personalized or custom-made piece is defective, damaged, or different from what was agreed.

*EU Customer Rights

If you are a consumer located in the European Union, you generally have the right to withdraw from an eligible online purchase within 14 days without providing a reason.

The withdrawal period expires 14 days after the day on which you, or a third party designated by you other than the carrier, takes physical possession of the goods.

To exercise this right, you must send us a clear statement before the withdrawal period expires. You may contact us by email or use our online withdrawal form.  To submit your withdrawal notice online, please use our dedicated EU Withdrawal Form.

After notifying us, you must send the goods back within 14 days.

For a change-of-mind withdrawal, you are responsible for the direct cost of returning the goods. Mēre&Ora will only cover return shipping when the item is defective, damaged during delivery, incorrect, or where we have expressly agreed otherwise.

Mēre&Ora believes that the most meaningful encounters are built on mutual appreciation. Before your piece reaches you, we have already invested our utmost rigor in its care. Thank you for joining us in protecting the purity of these natural treasures.