Policies and Procedures
Policies and Procedures
All returns must be discussed before hand and customer must reach out within 14 days of receiving item. Photos are required if the piece is claimed to be damaged and we reserve the right to ask for damaged pieces back. If Customer does not receive item they have 30 days after posted ship date to reach out and discuss options!
Custom pieces are able to be returned on a case by case basis, If you are unsatisfied please reach out via our contact form or email under Contact us within 7 days of your piece arriving. We will not accept custom orders back that have not been discussed beforehand. We will not refund custom orders unless discussed beforehand and we reserve the right based on the circumstances.
Your piece has a 1 year warranty unless specified otherwise at the time of sale. We cover damaged pieces and restringing as long as you can return all pieces to us. Always reach out to us before returning a product for repair, If your piece is custom made then it is handled on a case by case bases because some materials may not be available any longer. Custom pieces may have an additional charge if we must procure a rear or difficult piece, but we are always happy to work with you and answer questions! We pride ourselves on being upfront and transparent so please reach out if you have any questions before or after purchase.
All information you present is handled by Shopify and is not available to Rebecca Mercker Design with the exception of a shipping address. We do not have access to your card information at all. We do take your billing concerns seriously and will reach out to Shopify to address the concerns on your behalf.
All Orders are shipped within 2-3 days after order is placed and should arrive within 3-5 days after shipping. All orders are tracked and if over $50.00 insured, Please contact us for any further shipping information, or if you need your piece shipped sooner.
Each order contains a tracking number, this is a benefit of USPS so that you can always locate your piece or watch it's progress.
Shipping out of the U.S.A is by request only, by law we cannot pay VAT fees and any request to ship outside of the U.S.A comes with this understanding. We are only responsible for fees inside the U.S.A. Please contact your local government for information on additional fees you may encounter.