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FAQ

Placing your order

How can I place an order?


You can place an order directly on our website. You can also send over an email to hello@nadinemerabi.com and our sales team will be happy to assist you with your order. We can also take orders over the phone on +44 (0)161 834 9648.

How do I pay for my order?

We accept all major international credit and debit cards and PayPal.

Do you have a shop?

No, we are an online store with a design studio in Manchester. We do offer appointments at our studio so if you would like to visit please get in touch at hello@nadinemerabi.com.

Can my order be gift wrapped/include a message?

Yes, please email us details on hello@nadinemerabi.com referencing your order number and we can arrange gift-wrap at an extra fee. 

Selecting a Size

How do I know what size I am?

Please refer to our size chart here.

If you need any assistance selecting a size you can email us at hello@nadinemerabi.com and we can help you select a size.

How do I know if the length of the dress is right for me?

You can email your height and the dress you are interested in to hello@nadinemerabi.com and we will assist you. 

I’m unsure about my size, can you help me?

Of course, please email hello@nadinemerabi.com and our design assistant will help you select the perfect size for you.

What measurements should I send to you to get help with selecting a size?

To help select a size for you please let us know your bust measurement, under bust measurement, waist measurement and bum measurement a long with your height.

Delivery

What are your delivery charges?

UK Economy (2-5 working days) - Free
UK Express (1-2 working days) - £5
Worldwide Express (1-5 working days) - £10 / €13 / $14

Please note: For international shipments we are not liable for payment of Customs and Duty Charges

How long does it take to deliver?

We ship worldwide with DHL. All orders are normally dispatched within 24 hours. UK Economy – 5-10 days
UK/Worldwide Express – 1-2 days when ordered before 2PM on a working day.

Saturday upgrades are available, please email hello@nadinemerabi.com to arrange a Saturday delivery service.

How will I know my order has been dispatched?

As soon as your order has been dispatched we will send you an email with your tracking number.

I need my dress for a certain date, can you guarantee delivery?

We’ll do our very best! Please always email us on hello@nadinemerabi.com and let us know what date you need your dress for and we will be able to advise you on an exact date.

Do you offer Bespoke Service?

Yes we offer a fully and partially bespoke service. Please email hello@nadinemerabi.com for more information.

 Refunds & Exchanges

Can I exchange my dress?

Yes.

You can request an exchange for goods you have purchased on nadinemerabi.com up to 14 days after receiving your order.

Please use the Returns Centerto process your exchange. 

Can I get a refund? 

Yes.

You can request a refund for goods you have purchased on nadinemerabi.com up to 14 days after receiving your order.

Please use the Returns Center to process your refund. 

Please send back your order within 14 days of requesting your refund. 

How do I arrange to return my order?

Please visit the Returns Center to process your refund or exchange. 

Please note - Returns must be received in their original packaging, and must have the original swing tag in tact. Return and customs fees must be covered by the sender. 

You’ve received my dress back. How long until I receive my refund?

Refunds will be processed within 7 days and normally within 48 hours.

 

KLARNA

What is Klarna?

Klarna is a payment service provider that lets you split your payments into sections. You can read more about this here.

How does Pay Later in 3 work?

Pay later in 3 will allow you to spread the cost of your purchase over 3 equal payments. The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed by NADINE MERABI and instalments 2 and 3 are scheduled 30 and 60 days later, respectively.

Am I eligible for Pay Later in 3?

To use Pay later in 3 you must be at least 18. Whilst this option is widely promoted, Pay later in 3 is subject to your financial circumstances. When choosing Pay later in 3, our assessment will not affect your credit rating.

How can I increase my chances of being accepted in Pay Later in 3?

Klarna is unique and offers Pay later in 3 based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later in 3 by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have been accepted for a Klarna payment method before does not mean it will be offered for every order and in turn, as it is denied does not mean it will be denied for all future orders.

What do I need to provide when I make a purchase?

If you want to make a purchase with Klarna using Pay later in 3, you'll need to provide your mobile phone number, email address, current billing address and a debit or card card. The mobile number is required in case we need to reach you. All communications will be sent to your email address. It's very important that you give us the correct details, as otherwise you will not receive your payment schedule and any updated order information.

Will a credit search take place against me? 

Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor NADINE MERABI run credit searches against you that could impact your credit rating.

What are my payment options with Klarna? 

Payment for your Pay later in 3 will automatically be collected from the debit or credit card you entered at checkout. The first payment is taken when the order is confirmed. The second and third instalments are collected 30 and 60 days, respectively, after the first instalment.

What happens if I cancel or return my order?

As soon as NADINE MERABI have accepted your cancellation/return, Klarna will cancel any future scheduled payments as well as refund any amounts due.

What happens if I don't pay for my order?

Klarna will automatically attempt to collect your payment for your Pay later in 3 purchase at NADINE MERABI from the debit or credit card you entered at checkout. If we are unable to collect your payment on the scheduled due date Klarna will make one further attempt to automatically collect payment two days later. Should this last payment attempt fail, Klarna will issue you a statement for the full outstanding order amount which will become payable 15 days later. Klarna shall notify you when a payment is due two days in advance of attempting to collect your payment.

I've been asked to go to Klarna's site. Is this correct?

You can view all of your Klarna purchases and payment schedule simply by logging onto Klarna.com/uk.

What do I need to provide when I make a purchase?

If you want to make a purchase with Klarna you need to provide your name, address, email address and mobile phone number. For some orders you may need to provide your date of birth, too. All information will be sent to your email address, including payment reminders and links to your online statements. It's very important that you give us the correct details, as otherwise you will not receive the payment information.

Is my payment information safe?

Payment information is processed securely by Klarna. No card details are transferred to or held by NADINE MERABI. All transactions take place via connections secured with the latest industry standard security protocols.

Can I pay before the due date?

No, this is not currently possible for Pay later in 3 purchases.

Have you received my payment?

Klarna will notify you via email and push notification when a payment is due and when this has successfully be collected, or in the unlikely event of your payment failing. If a payment has been collected but you have not received payment confirmation, you can always check the status of your order and payments by logging in at www.klarna.com/uk. 

What happens to my statement, when I've returned the goods?

Once NADINE MERABI has received the return (partial or full) and you have received their confirmation of this, an updated statement with an adjusted payment schedule will be sent to you by Klarna if you've made a partial return. With a full return, we shall refund any payments collected and cancel any future scheduled payments.

I've received a statement, but I've not yet received my goods?

In the event that your goods have not been received please call NADINE MERABI to check on your order and delivery status. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment.

I have cancelled my order. How long will it take until I receive my refund?

As soon as the store has registered your cancellation or your return, the refund will be processed within 5-7 business days.

I haven't received an email with my statement/payment information.

You can log in at www.klarna.com/uk, where you will find all of your orders and payment schedule information.

I still have questions regarding payment, how can I get in touch?

Visit Klarna’s Customer Service for a full list of FAQ’s, live chat and telephone options.

 

 

Payment Card Industry Data Security Standard 

Security

We do not store personal or financial information in the payment process, nor do we share this information with 3rd Parties.

Privacy Policy

Alexander Merabi Ltd (we or us) is committed to protecting and respecting your privacy.

This policy sets out the basis on which any personal data we collect from you, or that you provide to us, will be processed by us. Please read the following carefully to understand our views and practices regarding your personal data and how we will treat it. By visiting nadinemerabi.com (our site), you are accepting and consenting to the practices described in this policy.

For the purpose of the Data Protection Act 1998 (the Act), the data controller is Alexander Merabi Ltd of Unit 9, 325 Ordsall Ln, M5 3LW.

Information we may collect from you

We may collect and process the following data about you:

  • Information you give us. You may give us information about you by filling in forms on our site, or by corresponding with us by phone, email or otherwise. This includes information you provide when you register to use our site, subscribe to our service, search for a product, place an order on our site, chat on a live system, sign up for our newsletter, leave reviews, participate in discussion boards or other social media functions on our site, enter a competition, promotion or survey, and when you report a problem with our site. The information you give us may include your name, address, email address and phone number, date of birth, gender, measurements, and financial and credit card information.
  • Information we collect about you. With regard to each of your visits to our site, we may automatically collect the following information:
  • technical information, including the Internet protocol (IP) address used to connect your computer to the Internet, your login information, browser type and version, time zone setting, browser plug-in types and versions, operating system and platform;
  • information about your visit, including the full Uniform Resource Locators (URL) clickstream to, through and from our site (including date and time); products you viewed or searched for, page response times, download errors, length of visits to certain pages, page interaction information (such as scrolling, clicks, and mouse-overs), and methods used to browse away from the page, and any phone number used to call our customer service number.
  • Information we receive from other sources. We are working closely with third parties (including, for example, business partners, sub-contractors in technical, payment and delivery services, advertising networks, analytics providers, and search information providers) and may receive information about you from them.

Cookies

Our site uses cookies to distinguish you from other users of our site. This helps us to provide you with a good experience when you browse our site, and also allows us to improve our site. For detailed information on the cookies we use and the purposes for which we use them, please see our cookie policy.

Uses made of the information

We use information held about you in the following ways:

Information you give to us. We will use this information:

  • to carry out our obligations arising from any contracts entered into between you and us and to provide you with the information, products and services that you request from us;
  • to provide you with information about other goods and services we offer that are similar to those that you have already purchased or enquired about;
  • to provide you, or permit selected third parties to provide you, with information about goods or services we feel may interest you. If you are an existing customer, we will only contact you by electronic means (email or SMS) with information about goods and services similar to those which were the subject of a previous sale or negotiations of a sale to you. If you are a new customer, and where we permit selected third parties to use your data, we (or they) will contact you by electronic means only if you have consented to this. If you do not want us to use your data in this way, or to pass your details on to third parties for marketing purposes, please tick the relevant box situated on the form on which we collect your data (the order form);
  • to notify you about changes to our service;
  • to ensure that content from our site is presented in the most effective manner for you and for your computer.

Information we collect about you. We will use this information:

  • to administer our site and for internal operations, including troubleshooting, data analysis, testing, research, statistical and survey purposes;
  • to improve our site to ensure that content is presented in the most effective manner for you and for your computer;
  • to allow you to participate in interactive features of our service, when you choose to do so;
  • as part of our efforts to keep our site safe and secure;
  • to measure or understand the effectiveness of advertising we serve to you and others, and to deliver relevant advertising to you;
  • to make suggestions and recommendations to you and other users of our site about goods or services that may interest you or them.

Information we receive from other sources. We may combine this information with information you give to us and information we collect about you. We may use this information and the combined information for the purposes set out above (depending on the types of information we receive).

Disclosure of your information

We may share your personal information with any member of our group, which means our subsidiaries, our ultimate holding company and its subsidiaries, as defined in section 1159 of the UK Companies Act 2006.

We may share your information with selected third parties including:

  • Business partners, suppliers and sub-contractors for the performance of any contract we enter into with them or you.
  • Analytics and search engine providers that assist us in the improvement and optimisation of our site.

We may disclose your personal information to third parties:

  • In the event that we sell or buy any business or assets, in which case we may disclose your personal data to the prospective seller or buyer of such business or assets.
  • If Alexander Merabi Limited or substantially all of its assets are acquired by a third party, in which case personal data held by it about its customers will be one of the transferred assets.
  • If we are under a duty to disclose or share your personal data in order to comply with any legal obligation, or in order to enforce or apply our website terms of use or terms and conditions of sale and other agreements, or to protect the rights, property, or safety of Leather to Love Forever Limited, our customers, or others.

Where we store your personal data

The data that we collect from you may be transferred to, and stored at, a destination outside the European Economic Area (EEA). It may also be processed by staff operating outside the EEA, who work for us or for one of our suppliers. Such staff may be engaged in, among other things, the fulfilment of your order, the processing of your payment details, and the provision of support services. By submitting your personal data, you agree to this transfer, storing or processing. We will take all steps reasonably necessary to ensure that your data is treated securely and in accordance with this privacy policy.

All information you provide to us is stored on our secure servers. Any payment transactions will be encrypted using SSL technology. Where we have given you (or where you have chosen) a password which enables you to access certain parts of our site, you are responsible for keeping this password confidential. We ask you not to share a password with anyone.

Unfortunately, the transmission of information via the internet is not completely secure. Although we will do our best to protect your personal data, we cannot guarantee the security of your data transmitted to our site, and any transmission is at your own risk. Once we have received your information, we will use strict procedures and security features to try to prevent unauthorised access.

Your rights

You have the right to ask us not to process your personal data for marketing purposes. We will usually inform you (before collecting your data) if we intend to use your data for such purposes, or if we intend to disclose your information to any third party for such purposes. You can exercise your right to prevent such processing by checking certain boxes on the forms we use to collect your data. You can also exercise the right at any time by contacting us at hello@nadinemerabi.com.

Our site may, from time to time, contain links to and from the websites of our partner networks, advertisers and affiliates. If you follow a link to any of these websites, please note that these websites have their own privacy policies and that we do not accept any responsibility or liability for these policies. Please check these policies before you submit any personal data to these websites.

Access to information

The Act gives you the right to access information held about you. Your right of access can be exercised in accordance with the Act. Any access request may be subject to a fee of £10 to meet our costs in providing you with details of the information we hold about you.

Changes to our privacy policy

Any changes we may make to our privacy policy in the future will be posted on this page and, where appropriate, notified to you by email. Please check back frequently to see any updates or changes to our privacy policy.

Contact

Questions, comments and requests regarding this privacy policy are welcomed and should be addressed to hello@nadinemerabi.com.

Size Guide
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If you still need help selecting a size, please message us at hello@nadinemerabi.com.
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