Frequently Asked Questions
General Enquiry
What is Merlot Studio HK?
We are the exclusive Hong Kong distributor for the well-known Korean brand Merlot Studio. Our flagship product line features the innovative cooling wear, Coore™ and Cooler™, specially designed to keep dogs comfortable and cool during the hottest days. Our collection is carefully curated to reflect the latest trends while meeting the practical needs of pets and their owners. Whether for daily walks, special occasions, or outdoor adventures, Merlot Studio offers a range of products designed to enhance your pet’s lifestyle.
Can I make a purchase as a guest?
Yes, you may proceed with your purchase as a guest. However, we recommend registering for a membership to enjoy exclusive benefits, personalized services, and member-only promotions offered by our platform.
About Our Products
How to choose the right size product for my dog?
Each product page includes a detailed size chart for your reference. We recommend referring to our "Size Guide" to accurately measure your pet’s neck girth, chest girth, and back length, then select the appropriate size based on the chart provided.
If your dog’s measurements fall between two sizes, we suggest choosing the larger size to ensure a more comfortable fit.
What are the materials and care instructions for the products?
Each product page includes information about the materials used, along with recommended cleaning and care instructions. Please follow the guidelines to help maintain the product’s quality and functionality.
How to use the product correctly?
Some of our product pages include detailed usage instructions for your reference.
Shipping, Delivery & Returns
Which areas in Hong Kong do you deliver to?
To provide a more convenient shopping experience, Merlot Studio HK offers delivery services throughout Hong Kong. Orders will be delivered to the address provided, including residential buildings, office locations, or SF Smart Lockers. Please note that delivery is not available to the following areas: outlying islands, Lantau Island, Ma Wan, Tung Chung, Discovery Bay, and any restricted zones or locations that require special permits or access, as well as other areas we may reasonably determine from time to time. To avoid confusion, we do not accept delivery addresses outside our stated service coverage. If you have specific delivery needs or further questions, feel free to reach out to us through our “Contact Us” page.
Do you offer delivery to Mainland China, Macau, or overseas?
We provide delivery services to Mainland China and Macau. As these regions fall under our overseas delivery scope, the shipping fee is set at HK$60.
We understand that many customers have needs for cross-border delivery, and if new regions or services are added in the future, we will announce them promptly on our official platforms. Thank you for your understanding and support!
What are the delivery methods?
Hong Kong Region*: Free shipping on orders over HK$399; a shipping fee of HK$30 applies to orders below this amount. To celebrate our opening, we are offering a limited-time promotion: from now until August 31, 2025, all Hong Kong orders enjoy free shipping with no minimum spend.
Mainland China & Macau: A flat shipping fee of HK$60 will be charged per order.
Do I need to pay a shipping fee?
*Hong Kong Region:
Enjoy free shipping on orders over HK$399; a shipping fee of HK$30 applies for orders below this amount. To celebrate our launch, we are currently running a limited-time promotion: From now until August 31, 2025, all Hong Kong orders will enjoy free shipping with no minimum spend required.
Mainland China and Macau Regions:
A shipping fee of HK$60 applies per order.
*Not applicable to areas where delivery services are unavailable, including outlying islands, Lantau Island, Ma Wan, Tung Chung, Discovery Bay, any restricted zones or areas requiring special permits or licenses for access, or other non-deliverable locations at our discretion.
How can I track my package after purchase?
Once your order is confirmed and dispatched, a tracking number from SF Express will be sent to you via email, allowing you to monitor the delivery progress at any time.
When will out-of-stock items be restocked?
At present, we do not have a definite restock date. The supply depends on arrangements from our headquarters in Korea. If you wish to reserve an item, please contact us through the “Contact Us” page and provide the style and quantity you want. We will notify you as soon as the stock is replenished. Thank you for your patience and support.
Purchase Inquiry
Can I purchase Merlot products that are not currently available in the Hong Kong official store??
We do not currently provide special order services. However, we welcome your comments and requests. If the demand for related products is high, we will consider introducing them to the Hong Kong market in the future.
How long does it take for me to receive my product after a successful purchase?
Hong Kong Region
• In-stock items: Usually delivered to the designated address within 3–5 working days
• If certain sizes are out of stock: Items will be air-shipped from Korea, with an estimated delivery time of around 14 days
Mainland China & Macau
• In-stock items: Usually delivered to the designated address within 7–10 working days
• If certain sizes are out of stock: Items will be air-shipped from Korea, with an estimated delivery time of around 14–21 days
Please note that delivery times may be slightly delayed during public holidays, due to weather conditions, or other unforeseen circumstances. For updates, kindly check your order status via the confirmation email or contact us directly.
Can I cancel or exchange my order?
Due to our store’s firm policy, we are unable to cancel, exchange, or refund any orders once they have been confirmed and entered into our processing system. We truly regret any inconvenience this may cause.
Please note that at Merlot Studio HK, we take great care in inspecting every item before it is packaged, making sure it is in perfect condition before being sent out. However, we must sadly inform you that once the package leaves our facility, any damage or loss that occurs during transit becomes the customer’s responsibility.
We completely understand how frustrating this may feel, and we sincerely wish we could offer more flexibility. If you have any questions or concerns—whether about your order, shipping status, or this policy—we are here to listen and help in any way we can.
You can reach us any time at:
merlotstudio.hk@gmail.com
Thank you so much for your kind understanding and continued trust.