Dispute Resolution

Effective Date: August 20, 2026

Meraki & Co. Jewelry, operated by Meraki Official Jewelry Store, is committed to resolving legitimate customer concerns fairly, promptly, and in good faith.

We encourage customers to contact us directly first so we can review the concern and provide an appropriate resolution whenever possible.

Step 1: Contact Our Customer Support Team

For any order, payment, delivery, product, engraving, refund, or transaction dispute, please contact us through one of the following channels:

Email:
hello@merakijewelryofficial.com

Mobile:
0952 471 8443

Facebook:
https://www.facebook.com/merakicollectionofficial

Instagram:
https://www.instagram.com/merakiandcojewelryofficial/

Our customer support team is available daily from 6:00 AM to 12:00 midnight.

For faster assistance, we recommend messaging us through our official Instagram or Facebook pages, as these are our most active customer-service channels.

Information We May Request

To help us investigate your concern properly, we may request:

Customer name
Order number
Mobile number used for the order
Product ordered
Payment method
Payment or transaction reference
Waybill or tracking number
Photos of the item
Photos of the packaging
Screenshots of relevant communications
Unboxing video, when available
Other supporting information relevant to the concern

Providing complete information helps us review the matter more efficiently.

Step 2: Review and Investigation

Once a concern is received, we may review relevant records including:

Order confirmation
Payment records
Customer-approved engraving or personalization details
Customer communications
Product photographs
Quality-control records
Packing records
Courier and waybill information
Tracking history
Proof of delivery
Proof-of-delivery photographs or confirmation, when available
Other relevant transaction or fulfillment records

We may contact the customer for additional information if reasonably necessary to complete the investigation.

Step 3: Resolution

If our investigation confirms that an order was:

Incorrectly fulfilled
Defective upon receipt
Incorrectly engraved due to an error by Meraki & Co. Jewelry
Materially different from the confirmed order
Lost or mishandled under circumstances for which an appropriate remedy is required
Otherwise covered by applicable Philippine consumer law

we will provide an appropriate resolution.

Depending on the circumstances, the resolution may include:

Repair
Replacement
Exchange
Correction of engraving or personalization
Refund
Partial refund
Reshipment
Another mutually agreed solution

The appropriate remedy will depend on the nature of the concern and applicable consumer rights.

Personalized, Engraved & Made-to-Order Products

Personalized, engraved, customized, and made-to-order items are created according to the customer's confirmed specifications.

A dispute, refund, or replacement request may generally be declined when the product was correctly produced according to the information approved by the customer and the concern is solely due to:

Change of mind
Incorrect spelling submitted or approved by the customer
Incorrect date, number, or personalization detail submitted by the customer
Incorrect size selected by the customer despite accurate sizing information being provided
Preference for another design, color, size, or engraving after production
The recipient no longer wanting the item

If the error was caused by Meraki & Co. Jewelry, we will provide an appropriate resolution.

Claims That May Be Declined

After investigation, a claim may generally be declined if the available evidence reasonably establishes that:

The correct product was delivered in acceptable condition.
The product matches the confirmed order and approved customization details.
The concern is solely due to a change of mind.
Damage occurred after successful delivery because of improper handling, misuse, accident, improper care, exposure to harsh chemicals, or unauthorized modification.
The concern relates to normal wear and tear.
Sterling silver has naturally oxidized and the issue is consistent with the normal characteristics of silver.
The claim materially conflicts with available order, courier, delivery, or transaction records.

Nothing in this policy is intended to remove or restrict consumer rights that cannot legally be waived under applicable Philippine law.

Shipping & Delivery Disputes

If a dispute involves delivery, we may coordinate with our courier partner and review available information such as:

Tracking history
Waybill information
Delivery attempts
Recipient contact attempts
Delivery date and time
Proof of delivery
Delivery photographs, when available

If a parcel was returned because the customer provided an incorrect or incomplete address, could not be contacted, repeatedly missed delivery attempts, or refused a correctly fulfilled order, applicable reshipping fees may be charged.

If the delivery issue resulted from an error by Meraki & Co. Jewelry or another circumstance for which the customer is entitled to a remedy, we will provide an appropriate resolution.

Payment Disputes

If you believe that a payment was:

Unauthorized
Charged more than once
Charged for an incorrect amount
Successfully paid but not properly reflected
Associated with an order that was not received
Otherwise incorrect

please contact us as soon as possible so we can review the transaction.

Customers should never send passwords, PINs, OTPs, CVVs, or complete card credentials to our customer-service team.

Card Disputes & Chargebacks

For transactions made using credit cards, debit cards, or other electronic payment methods, customers are encouraged to contact Meraki & Co. Jewelry first so we have an opportunity to investigate and resolve the concern.

If a customer files a payment dispute or chargeback through a bank, card issuer, or payment processor, Meraki & Co. Jewelry may provide relevant transaction and fulfillment documentation where permitted, including:

Customer order confirmation
Payment records
Customer communications
Approved personalization or engraving details
Shipping records
Waybill information
Tracking history
Proof of delivery
Fulfillment or packing records
Relevant photographs

We reserve the right to contest a chargeback or payment dispute when our records reasonably demonstrate that the transaction was authorized, the order was properly fulfilled, or the claim is inconsistent with available evidence.

Fraudulent or Abusive Claims

Meraki & Co. Jewelry reserves the right to investigate claims that appear fraudulent, misleading, abusive, or materially inconsistent with available records.

We may decline requests that are not supported by the facts of the transaction, subject to applicable law.

This provision is not intended to discourage legitimate customer complaints or the exercise of lawful consumer rights.

Internal Resolution Period

We aim to review and resolve concerns as promptly as reasonably possible.

Customers are encouraged to allow up to seven (7) calendar days for our internal investigation and resolution process, depending on:

Complexity of the concern
Availability of supporting documents
Courier investigation requirements
Payment-provider coordination
Need for product inspection

More complex cases may require additional time, but we will aim to keep the customer informed of material updates.

Further Escalation

If a concern cannot be resolved through our internal process, the customer may pursue any remedy available through:

The applicable payment provider
Bank or card issuer
Appropriate government agency
Alternative dispute-resolution mechanism
Court or other lawful forum

as permitted under applicable Philippine law.

Contact Information

Meraki & Co. Jewelry
Operated by Meraki Official Jewelry Store

Email:
hello@merakijewelryofficial.com

Mobile:
0952 471 8443

Facebook:
https://www.facebook.com/merakicollectionofficial

Instagram:
https://www.instagram.com/merakiandcojewelryofficial/

Customer Support Hours:
6:00 AM to 12:00 midnight, daily

Business Address:
Unit 5401, Corporate Finance Plaza
Ruby cor. Topaz Road
Ortigas Center, San Antonio
Pasig City, Philippines