FREQUENTLY ASKED QUESTIONS (FAQ)
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Is each song of the music album an individual download file or is the full album one file?
Each song is an individual mp3 file. That means, if you purchase a music album of 12 tracks, you can download all 12 files of the album.
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On which devices can I play the digital music album?
You can download the purchased music album on any device that can play mp3 files:
Your computer, notebook, tablet, smartphone, mp3 player. We recommend to backup the files, e. g. on your personal external drive, so that you can still use them for listening in the future on a new device that you personally use for listening music.
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Can I listen to the music album offline?
Yes, once you have downloaded the album’s mp3 files on your device such as computer, notebook, tablet, smartphone or mp3 player, you can listen to it offline, that means without using internet access while listening.
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When can I download the purchased music album?
Right after completing your order at PayPal™ you will be automatically redirected to our Merita Laurél Shop and receive the link to the download site including your individual password to access the download site.
That means, you can download the music files right after completing the order, and you have time to do so for 48 hours from the date of the purchase, until your password turns invalid.
We recommend to download the files right after purchase.
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What can I do if I don‘t know how to download the files on my device?
Don‘t worry, on the download site we added a detailed step-by-step photo description of how to download the files on your device.
If you need further assistance, you can contact our customer service team by email to: support@meritalaurel.com and we gladly help you.
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What can I do if I accidentally delete the purchased music files on my device later than 48 hours after purchase?
To prevent from unintentionally deleting purchased files, we recommend to you to do a backup, e. g. on your personal external drive.
Unfortunately, we cannot refund or restore lost files later than 48 hours after purchase.
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Do purchased digital music albums have an expiration date?
No, once you have purchased a digital music album from Merita Laurél Shop you can use it without an expiration date if you keep the files saved on your device or backup.
E-BOOKS
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Which program / software do I need to read the e-book?
All our e-books in the Merita Laurél Shop are pdf files that can be read with free software on computers, notebooks, tablets and smartphones. The most common pdf software is Adobe Acrobat Reader that you can download and install for free here if you do not have it yet installed on your device.
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Is it possible to heighten the font size of the e-book?
Yes, even in the free version of Adobe Acrobat Reader you can adjust the font size ad libitum for a convenient reading experience.
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On which devices can I download and read the e-book?
You can download the purchased e-book on any device that can read pdf files: Your computer, notebook, tablet or smartphone. We recommend to backup the e-book file, e. g. on your personal external drive, so that you can still use it for reading it in the future on a new device that you personally use.
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Do purchased e-books have an expiration date?
No, once you have purchased an e-book from Merita Laurél Shop you can use it without an expiration date, if you keep the file saved on your device or backup.
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When can I download and read the purchased e-book?
Right after completing your order at PayPal™ you will be automatically redirected to our Merita Laurél Shop and receive the link to the download site including your individual password to access the download site.
That means, you can download the e-book‘s pdf file right after completing the order, and you have time to do so for 48 hours from the date of the purchase, until your password turns invalid.
We recommend to download the files right after purchase.
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What can I do if I don‘t know how to download the file on my device?
Don‘t worry, on the download site we added a detailed step-by-step photo description of how to download the e-book file on your device.
If you need further assistance, you can contact our customer service team by email to: support@meritalaurel.com and we gladly help you.
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What can I do if I accidentally delete the purchased e-book on my device later than 48 hours after purchase?
To prevent from unintentionally deleting purchased files, we recommend to you to do a backup, e. g. on your personal external drive.
Unfortunately, we cannot refund or restore lost files later than 48 hours after purchase.
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Can I read the e-book offline?
Yes, once you have downloaded the e-book’s pdf file on your device such as computer, notebook, tablet or smartphone, you can read it offline, that means without using internet access while reading.
AUDIO BOOKS
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On which devices can I play the audio book?
You can download the purchased audio book on any device that can play mp3 files: Your computer, notebook, tablet, smartphone, mp3 player. We recommend to backup the audio book file, e. g. on your personal external drive, so that you can still use it for listening in the future on a new device that you personally use for listening to audio books.
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Can I listen to the audio book offline?
Yes, once you have downloaded the audio book’s mp3 file on your device such as computer, notebook, tablet, smartphone or mp3 player, you can listen to it offline, that means without using internet access while listening.
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When can I download and listen to the purchased audio book?
Right after completing your order at PayPal™ you will be automatically redirected to our Merita Laurél Shop and receive the link to the download site including your individual password to access the download site.
That means, you can download the audio book file right after completing the order, and you have time to do so for 48 hours from the date of the purchase, until your password turns invalid.
We recommend to download the files right after purchase.
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What can I do if I don‘t know how to download the file on my device?
Don‘t worry, on the download site we added a detailed step-by-step photo description of how to download the audio book file on your device.
If you need further assistance, you can contact our customer service team by email to: support@meritalaurel.com and we gladly help you.
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What can I do if I accidentally delete the purchased audio book on my device later than 48 hours after purchase?
To prevent from unintentionally deleting purchased files, we recommend to you to do a backup, e. g. on your personal external drive.
Unfortunately, we cannot refund or restore lost files later than 48 hours after purchase.
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Do purchased audio books have an expiration date?
No, once you have purchased an audio book from Merita Laurél Shop you can use it without an expiration date, if you keep the file saved on your device or backup.
VIDEOS
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Which device do I need to stream the video bundle?
You can stream the videos on all common devices for video content that have internet access: Your computer, notebook, SmartTV, tablet or smartphone.
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Which program do I need to stream the video bundle?
You need no further software to stream our video bundles. All you need is internet access and an internet browser such as Google Chrome, Firefox, Safari or similar to access meritalaurel.com Website.
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What does it mean, a video „bundle“?
At Merita Laurél Shop we offer our videos as „bundles“, which means there is more than one single video to stream (usually between 3 and 12) to offer our customers a higher video quality for the 45-90 minutes total runtime video content of each bundle.
The videos are listed in chronical order, so you will easily be directed from beginning to end of each bundle.
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Can I download the videos?
No, our videos are streaming media and not for download.
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Can I watch the videos offline?
Unfortunately no, our streaming media such as video bundles require internet access while being streamed.
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When can I start streaming the purchased video bundle?
Right after completing your order at PayPal™ you will be automatically redirected to our Merita Laurél Shop and receive the link to the streaming site including your individual password to access the streaming site.
That means, you can stream the video bundle right after completing the order, and you have time to do so for 90 days on repeat from the date of the purchase, until your password turns invalid.
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Do purchased video bundles for streaming have an expiration date?
Yes, our video bundles for streaming are accessible for 90 days from the date of the purchase. That means, for 90 days you can stream the video bundles whenever you want to and as often as you want to. After 90 days your password to access the streaming site will be invalid.
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What can I do if I have a technical problem?
Please check if your internet connection is working. Reload the current page once again. If streaming the videos is still not working, you can contact our customer service by sending an email describing the problem (and, at best, attaching screenshots) to: support@meritalaurel.com and we try to get back to you as soon as possible, usually within two working days.
ORDERS
DIGITAL PRODUCTS
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How do I place an order?
It is easy and safe to order on our website. Once you have found the product you would like to purchase, select the “ADD TO CART” button of your preferred size and currency to place it in your Shopping Cart. The next step will be on the PayPal™ site where you can log in with our PayPal™ account or check out as a guest. Follow the directions through the checkout process to complete your order. Your order will not be placed until the very end of the checkout process when you will be asked what payment method you want, and you have added your name and address details and clicked on “PAY NOW”.
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How do I know if my order has been successful?
When you place an order on our website, PayPal™ will reply to you with an email confirming your order and all delivery and billing address details, including all the items you have ordered. Please check that all information is correct in this confirmation email as incorrect information can cause delays on your order.
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I have not received an order confirmation, what should I do?
If you placed an order with us but did not receive an order confirmation from PayPal™, it may be because an incorrect email address was provided. Please also check your junk mail to make sure the confirmation hasn’t been sorted there. Contact us at support@meritalaurel.com and check whether we have an order registered for you, and to correct your email address so that you can receive your order confirmation. It may also be because the order has not gone through. Kindly contact us before placing a new order to avoid duplicate orders.
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Can I make changes to my order after purchase?
Unfortunately, we cannot make changes to an existing order, but if you contact us immediately, we will try to cancel the order before it leaves our warehouse. Once your purchase is cancelled, you can create a new order for the correct products, which means you avoid duplicate orders.
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How do I access the download / streaming file(s)?
Right after completing your order at PayPal™ you will be automatically redirected to our Merita Laurél Shop and receive the link to the download / streaming site including your individual password to access the purchased item.
CLAIMS, WITHDRAWALS AND RETURNS
DIGITAL PRODUCTS
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Can I cancel / withdraw an order?
Since digital products offered for sale in the MERITA LAURÉL SHOP are considered "used" after receiving access to the download section, after downloading or opening, we have a strict no-refund policy for dissatisfaction with the product and do not accept exchanges, withdrawals, returns, credits or refunds.
PAYMENT
ALL PRODUCTS
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What payment method do you offer?
Our Merita Laurél Shop’s payment partner is PayPal™ . It is available worldwide SSL secure, and can be used with your PayPal™ account or you can order as a guest with most common credit cards.
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Is it secure to shop in the online shop?
Your data will be handled confidentially and encrypted with SSL (Secure-Socket-Layer) secure server software. The encrypted information of your order, your name, address, credit card or bank details cannot be read by any third party. Credit card payments will also be verified through the 3D secure procedure.
PHOTO ART PRINTS
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Is the photo print signed?
Yes, each photo print is signed by Merita Laurél o the back of the print.
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What kind of photo paper is used for the prints?
The photos are printed on high quality fine art matte paper.
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Is the print delivered with a frame?
No, a frame is not included when buying a photo print.
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How will the print be shipped?
If you buy a small print it will be shipped in a small cardboard box. If you buy a larger sized print it will be shipped in a tube / shipping sleeve.
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Are all photos taken by Merita Laurél?
Yes, all photos are photographed by Merita Laurél.
SHIPPING & DELIVERY
PHOTO PRINTS
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How do I place an order for a photo print?
It is easy and safe to order on our website. Once you have found the product you would like to purchase, select the “ADD TO CART” button of your preferred size and currency to place it in your Shopping Cart. The next step will be on the PayPal™ site where you can log in with our PayPal™ account or check out as a guest. Follow the directions through the checkout process to complete your order. Your order will not be placed until the very end of the checkout process when you will be asked what payment method you want, and you have added your name and address details and clicked on “PAY NOW”.
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How do I know if my order has been successful?
When you place an order on our website, PayPal™ will reply to you with an email confirming your order and all delivery and billing address details, including all the items you have ordered. Please check that all information is correct in this confirmation email as incorrect information can cause delays on your order.
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I have not received an order confirmation, what should I do?
If you placed an order with us but did not receive an order confirmation from PayPal™, it may be because an incorrect email address was provided. Please also check your junk mail to make sure the confirmation hasn’t been sorted there. Contact us at support@meritalaurel.com and check whether we have an order registered for you, and to correct your email address so that you can receive your order confirmation. It may also be because the order has not gone through. Kindly contact us before placing a new order to avoid duplicate orders.
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Can I make changes to my order after purchase?
Unfortunately, we cannot make changes to an existing order, but if you contact us immediately, we will try to cancel the order before it leaves our warehouse. Once your purchase is cancelled, you can create a new order for the correct products, which means you avoid duplicate orders.
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I have not received my order, what should I do?
Please check the tracking number that was emailed to you from Merita Laurél Shop whe the parel left our warehouse. If that does not work, please email us at support@meritalaurel.com with your order details and we will look into it immediately.
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Can I track my parcel?
You will receive an email with a tracking link as soon as your order leaves our warehouse. Make sure to also check your junk mail folder, since emails can sometimes end up there.
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Are taxes for customs included in the price?
No. Taxes for customs will be handled by your country’s custom service.
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What carrier will deliver my parcel?
All international parcels are shipped with DHL, national parcels are shipped with Deutsche Post and DHL.
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How long will delivery take?
Orders of photo prints usually leaves our warehouse within five (5) to eight (8) working days, unless otherwise agreed or stated in the order confirmation. The time period for the shipping carrier to send the package to the customer may vary depending on which country the package should be sent to. Below you can see the standard shipping times for different parts of the world.
* Germany: 1 - 2 business days
* Europe: 2 - 4 business days
* Rest of the world: 6 - 12 business days
Delivery times are calculated by the shipping carrier and apply to normal working conditions. Deviations may occur depending on current workload.
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What are the deliver charges from your shop?
Free shipping worldwide, excluding any import duties and fees.
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How will I know when my parcel has arrived?
The first attempt is always home delivery but if you’re not at home, the freight company will notify you by a note in your mailbox with more information. You can also check the location of the parcel with the tracking number that was provided when the order was fulfilled.
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What happens if I don’t pick up my parcel?
Uncollected parcels will be returned to us and we will charge you a fee for the returned parcel. The fee covers the double shipping costs as well as picking and packing.
EUR – 22 €
USD – 25 $
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I just received a confirmation email with the tracking number, but it does not seem that the parcel has started to be transported yet. Do I need to be worried?
No, probably not. If you received the tracking number recently it will take a day or two before any transport updates occur. Fulfilled orders are often handed over to the shipping carrier the next day.
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Can I cancel / withdraw a photo print order?
Yes, when purchasing a physical item like a photo art print from the Merita Laurél Shop you have a 14-day withdrawal period. This means that you have the right to cancel the purchase by notifying Merita Laurél Shop accordingly within 14 days from when your or your representative received the product ordered (withdrawal period).
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What do I do if a product is broken or incorrect?
If you receive a defective or incorrect product, we aim to help you as soon as possible. Send an email containing the following information to support@meritalaurel.com:
– Email address provided at purchase
– Customer name
– Item
– Attach a photo
Our customer service team will get back to you as soon as possible.
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Is there a fee for returns?
Yes, the customer is responsible for all return costs.
