Frequently Asked Questions

General

Is there anywhere I can view the items before purchasing?

We have a growing number of stockists around the world. Visit the locations page HERE to find your local stockist.

Please note that not all stockists have displays.

 

Delivery within Australia

Can I leave delivery instructions?
Yes, however as we use Australia Post, we are unable to request parcels to be left on the premises. Australia Post’s standard process is to re-direct the parcel to your local post office and leave a collection card in your mailbox if no one was present to collect the delivery.

If you are in a unit, office building or have an unusual street address, please provide additional delivery instructions as this will help the delivery driver locate the destination.

Can I receive my parcel via express post?
Some areas of Australia are not covered in the Express Post network. To view the estimated delivery time for express post to your location, please visit the Australia Post website link below and enter the postcode 3042 as the ‘From’ field as well as your postcode in the ‘To’ field.

https://auspost.com.au/parcels-mail/calculate-postage-delivery-times/#/

Can I track my order?

Yes, you should receive an email from Australia Post when your order is dispatched, in transit and expected for delivery. The email is sent to the registered email address on your order.

Alternatively, you can contact our customer service team at sales@meir.com.au and quote your order number. We aim to respond within 4 business hours via email.

How long does it take for my order to be received?
Express Post can take 1 – 3 days and Regular Post generally takes between 3 – 5 business days, however we cannot guarantee delivery times as Australia Post is ultimately responsible.
Your tracking number will allow you to view the order’s delivery status on the Australia Post website.

If a product is on back-order, your order will be dispatched when all items are in stock by default.

If your order has some items on back-order and some items in stock, and you require immediately delivery of the items that are in-stock please contact us at sales@meircom.au

If you would like to know when an item is expected to be re-stocked, you can email sales@meir.com.au and a representative will respond shortly.

I only received part of my order, what happened?
Our warehouse can often send orders in more than one delivery – especially if you have items on back-order. All items which are in stock will be dispatched first, and each time an item becomes in stock again, there will be another delivery. This process will repeat until your order has been fulfilled completely.

If you would like an update on your order delivery, your tracking numbers or any other information, please 1800 012 122 anytime.

Something was missing or damaged in my delivery

Please email sales@meir.com.au or call our warehouse staff on +61 3 9080 8134

The item I want is on back-order. How long will I have to wait?
Generally, items that are on back-order have recently sold out. Meir manufactures stock on a fortnightly and monthly basis, so it’s common for items to have anywhere between two to four weeks delay, however, our 24-hour receptionist are happy to provide you with an exact date by emailing sales@meir.com.au

 

How much is shipping?
Shipping rates are calculated during checkout and are based on your location and the total weight of your order.

New Zealand customers can receive shipping information from our stockists here: http://meir.nz/meir-stockists/

What shipping methods are available?

Orders which are dispatched from our Australian warehouse will be sent with either Australia Post, DHL, Toll, TNT, EMS or Royal Mail, however the parcel may be passed on from one of these providers to your locally operated or government-operated postal service.

Payment

Privacy

We do not keep credit card information on file whatsoever and any information that is sent to us over email will be automatically discarded. Manual credit card payments should be processed over the phone as our customer service team enters the card information directly into the machine facility. Please see our privacy policy for more information here: https://www.meir.com.au/privacy-policy/

What is Afterpay?
Afterpay is a new and exciting way to shop!
Imagine a reverse lay-by system where you receive the goods now, but make four payment installments over time.

 

The maximum transaction allowance for Afterpay is $1,000, and at present not all Meir products are eligible.

 

Steps:
  • Select Afterpay at checkout,
  • Nominate the credit or debit card to schedule the payments,
  • Get approved instantly and securely.

 

Conditions:

  • Use a Visa/Mastercard
  • Over 18 years of age
  • Living in Australia

 

If you fail to make a payment, you will be charged a $10 late payment fee by Afterpay with a further $7 late payment fee added seven days later if the payment is still unpaid. Please see Afterpay terms and conditions here.

What payment options can I use?

We accept Credit Card (Visa & MasterCard), PayPal and Bank deposit.

We cannot accept payments by either Amex or Diners.

 

For security reasons, please do not email your credit card details to us. We do not keep credit card information on file whatsoever and any information that is sent to us will be automatically discarded.
Manual credit card payments should be processed over the phone as our customer service team enters the card information directly into the merchant facility.

Please see our privacy policy for more information here: https://www.meir.com.au/privacy-policy/

International orders

Are the products compatible with European homes?

Meir products are available for use in most Europen homes.

Currently, European orders are being processed by our Australian website (www.meir.com.au) or through our Netherlands distributor (www.mastello.nl).

International customers should provide product technical specifications to their builder, plumber or architect to ensure that products comply with your local plumbing fittings and sizes, particularly showers and spouts.

Specification drawings can be obtained from each item under the “specifications” tab.

Showers and spouts may require additional in-wall components depending on the setup and installation needs. Meir can supply these fittings from the links below:

 

Meir has attained the world renowned WaterMark and WELS certification in Australia, which ensures quality fixtures and ensures water efficiency. Please check with your local trade professional should you require any local standard such as WRAS, UPC or SABS.

 

 

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Are there international tax charges if I live outside of Australia?

International tax charges may be applicable depending on your country of residence, and payable through your local authority before you can receive your goods.
All customers are solely responsible for paying any necessary tax charges imposed by their local authority. Meir cannot charge international tax.

Customers are generally contacted by their government postal service or customs office seeking payment of tax charges as goods are in transit.

Item prices shown on www.meir.com.au/store will display either ex-tax or post-tax (GST) depending on your location. If you are based in Australia, you will see prices that include tax/GST, whereas if you reside outside of Australia, you will be viewing prices excluding Australian taxes.

Our Australian warehouse uses Australia Post for the majority of international deliveries and customer’s receive tracking and consignment information via email after an order has been dispatched.

An example scenario:

A customer from London places an order at www.meir.com.au and the total (including shipping) comes to AUD $1,000.00
The customer will be contacted by Royal Mail or the customs office when the goods are inbound into the UK
VAT is currently charged at 20% of the order total. The customer’s VAT charge may be worked out as follows:

AUD $1,000 converted to GBP as at the current rate (eg: 1/0.61) = GBP 610
20% of GBP 610 = VAT GBP 122

In this case, GBP 122 is payable prior to Royal Mail delivering the goods.

 

 

Disclaimer: All information above is of general nature, is subject to change and should not be relied upon. Please consult with your local taxation or governing body prior to making a decision on the above information.

Can I track my order?

Yes, you should receive an email from Australia Post when your order is dispatched, in transit and expected for delivery. The email is sent to the registered email address on your order.

Alternatively, you can contact our customer service team at sales@meir.com.au and quote your order number. We aim to respond within 4 business hours via email.

Do you ship to New Zealand?

Please make purchases through our New Zealand distributor at www.thekitchenhub.co.nz or www.meirblack.co.nz

Do you ship to South Africa?

Please make purchases through our South African distributor at www.flushbathrooms.co.za or www.meirblack.co.za

Do you ship to the Netherlands?

Please make purchases through our Netherlands distributor at www.mastello.nl or www.meirblack.nl

Do you ship to the U.S. or Canada and are Meir products compliant?
Unfortunately Meir products are not currently compatible with the U.S. or Canada as we use Australian and British-standard fitting scheme. We expect to have a range of products suitable for the U.S. either late 2017 or early 2018.

If you are confident that an item will work in your region, you may provide the item code to us via email (sales@meir.com.au) and our office can generate a manual order upon request.

Before ordering, we strongly suggest you consult with a builder or plumber and provide them with the product specification drawings, which can be obtained from the respective item’s page on our website under the “specifications” tab.

Do you ship to the UK?

Currently, all UK orders are being fulfilled directly from our Australian warehouse.

Meir’s UK office is scheduled to open in London by mid-2017, and local distribution will occur from the UK site www.meirblack.co.uk

 

International orders and shipping
International orders are dispatched in a single delivery and only when all items are in stock. Products in the order will continue to be allocated until all items are available, then dispatched.
If certain items are required urgently (which are in stock), it is recommended to place two separate orders; one order for items that are in stock, and a second order for items that are on back-order (or out of stock).

 

International customers should provide item specifications to their builder or plumber and consult with them prior to making a purchase to ensure our products are suitable as many countries require different plumbing fittings and sizes.

 

No shipping discounts, promotions or vouchers apply for international orders.

 

Something was missing or damaged in my delivery

Please email sales@meir.com.au or call our warehouse staff on +61 3 9080 8134

The item I want is on back-order. How long will I have to wait?
Generally, items that are on back-order have recently sold out. Meir manufactures stock on a fortnightly and monthly basis, so it’s common for items to have anywhere between two to four weeks delay, however, our 24-hour receptionist are happy to provide you with an exact date by emailing sales@meir.com.au

 

What countries do you ship to?

We ship worldwide excluding the U.S. and Canada.

Customers in the following countries will be required to purchase from our distributor network: Netherlands, South Africa and New Zealand.
You can view our global distribution network here: https://www.meir.com.au/locations/

Meir’s UK office will launch late 2017, providing a distribution to European customers.

 

What shipping methods are available?

Orders which are dispatched from our Australian warehouse will be sent with either Australia Post, DHL, Toll, TNT, EMS or Royal Mail, however the parcel may be passed on from one of these providers to your locally operated or government-operated postal service.

Warranty & Returns

Can I return an item if I change my mind?

Yes!

 

The process for returning a product is as follows:

  1. Read the important notes below,
  2. Complete the online lodgement HERE,
  3. Return the item(s) to the warehouse address below, or your place of purchase and include a print-out of your order summary or tax invoice,
  4. The item(s) must return to us within 30 days from the original purchase date,
  5. The customer is responsible for all costs to have the item returned.

 

Return address:

Meir Australia Pty Ltd
Att: Returns department
9/14 Concorde Drive
Keilor Park, VIC 3042

 

IMPORTANT NOTE:
Item(s) being returned for credit or refund must be received by our warehouse in brand new, unused condition and in original packaging with all parts and pieces. The item(s) must also be protected with sufficient packing materials to avoid transit damage. Returned items showing signs of damage or wear and tear will not be eligible for a credit or refund.

 

 

How do I claim on my warranty?
How do I claim on my warranty?

 

For all warranty claims, please complete the submission HERE

Full terms and conditions can be found here: https://www.meir.com.au/warranty-2/

For urgent or after-hours emergencies, please call +61 3 9448 2389

 

Australian businesses must abide by Australian consumer law. Customers have certain rights on their purchases and we are always willing to help customers achieve the best outcome. If you find that an item isn’t as described, doesn’t work as intended or has not functioned for a reasonable time (assuming the item hasn’t been misused or damaged), then you are eligible for a full refund, exchange of store credit.

Something was missing or damaged in my delivery

Please email sales@meir.com.au or call our warehouse staff on +61 3 9080 8134

What is the warranty on your matte black tapware, showers and accessories?
Each item’s warranty information can be found in the product description field under the “warranty” tab.

The majority of our products’ warranty can be defined as:

10 years – Domestic use
12 months – Parts and Labour
3 years – Cartridge (for mixer products)

Care instructions:
Do not use any chemical-based cleaners or rough surface materials such as scourers.
Only use a soft cloth with warm soapy water.

The warranty specified is for use in Australia and NZ. Countries outside of Australia and NZ may have varied plumbing regulations that do not meet the same high standards in Australia and therefore we cannot warrant parts and labour for all international orders.

Where can I order spare parts?

Please contact our sales desk at sales@meir.com.au

Will my black tapware scratch?
Like most things, black tapware will scratch if you try hard enough, however if you don’t abuse your tapware and follow simple care instructions, the black finish on your products can last for a lifetime and look at good as the first day you purchased it.

Black tapware tends to look better over the years as the electroplated coating resists soap scum and mould better than the chrome counter-party.

Unlike chrome, the matte black finish reduces the reflective elements such as lighting, so things like fingerprints are actually less noticeable.

Powder-coated products may scratch easier than electroplated products, so please take additional care if you have purchased a powder-coated item.

Care instructions:
Do not use any harsh chemicals or rough surface materials such as scourers. Use a soft/microfiber cloth with warm soapy water to clean your matte black products.

 

Cleaning

How do I clean my matte black kitchen or bathroom product(s)?

Do not use any harsh chemicals or rough surface materials such as scourers or adhesive tape.

A soft cloth with warm soapy water will keep the matte finish in new condition and will ensure your warranty is maintained.

Installation

Do I need to have my tapware or shower installed by a plumber?
We strongly suggest that a licensed tradesman installs all plumbing items. If an item is installed by a non-licensed person, your product warranty and possibly home & contents insurance may be void. If there are any damages caused during installation, a licensed plumber is responsible to pay for those damages.
Is there anywhere I can view the items before purchasing?

We have a growing number of stockists around the world. Visit the locations page HERE to find your local stockist.

Please note that not all stockists have displays.

 

Product & Technical

Do I need to use a shower mixer that has a diverter with my 2-in-1 shower rail?

No, all Meir 2-in-1 showers have an inbuilt diverter, so you will only need to use a single mixer or a set of taps (wall top assemblies) to control the shower.

Do Meir products comply with Australian Standards and carry the WaterMark seal?
All of our products meet Australian standards and carry the WaterMark imprint as well as any WELS certificate and rating that is applicable.
Does Meir offer other colours or special finishes such as Chrome or Aged Brass?

 

Yes. Meir produces a range of special finishes which are currently only available for commercial, multi-residential and international projects, however by mid-2017 there will be a range of different colours available for retail sale including such finishes as Aged Brass, Satin Chrome, Brushed Bronze, Rose Gold, Chrome, Champagne, White and our signature Matte Black.
Architects and interior designers can request a colour sample pack from your local Meir rep or business development manager.
Lead times may vary on special finishes by Meir.

 

 

special finishes by Meir including Aged Brass and Rose Gold

I have gravity-fed water. Will your products work in my home?

No, all Meir tapware products require Mains pressure and are not suitable for gravity-fed water systems, low pressure systems under 100kPa or high water pressure systems exceeding 1,000 kPa.

Some products look like they have different shades of black on the website
As we regularly design and introduce new products, our photography shoots on our black finish products can lag behind, and in these cases, we use either digital images of products photos from studios with different lighting which causes some products to look like they have a different colour than another.

Rest assured that all of our items undergo the same universal finishing process via electroplating. The plating process in nature also produces some slight variations in the finish as the vats are emptied and reused over and over again with other colours.

What do I do if I have high water pressure?

Seek assistance from licensed plumber or trades person as there are a number of options your plumber can implement to correct high water pressure. Meir mixer taps and other products should stay within the pressure range of 100 kPa to 1,000 kPa (or 1 – 100 Bar).

What is Electroplating?
Electroplating is a process that uses electric current to dissolved metal to form a metal coating.

Electroplating is harder wearing than powder coating, which is why Meir Australia uses the Electroplating process for over 95% of products.

Although Electroplating is more durable than powder coating, it is not scratch proof and care should be taken when cleaning and handling the products – just like chrome tapware.

What is Powder coating?
Powder coating is a type of coating that is applied as a dry powder. The powder coating does not require a solvent to keep the binder and filler parts in a liquid suspension form. The coating is typically applied electrostatically and is then cured under high heat temperatures. The powder may be a thermoplastic or a thermoset polymer.

Powder coating is sensitive in terms of wear and tear and generally comes with a limited 1 year warranty, however if you take good care of your products, the finish will last for years to come.

What is the minimum and maximum water pressure for Meir products?

What is the minimum and maximum water pressure for Meir products?

 

Meir’s mixer tapware products are designed to withstand high pressure while still allowing low-pressure systems to function.

Mains pressure systems are required; i.e. no gravity-fed or water-tank systems are compatible.

 

The recommended water pressure range is:

  • Australia: 100 kPa minimum – 1,000 kPa maximum.
  • Other countries: 1 Bar minimum – 100 Bar maximum.

 

Meir tapware should not be used for pressures outside of this range as they will not function as intended and may void warranties.

If unsure, please consult your builder, plumber, architect or trade professional before making a purchase.

What is WaterMark?
WaterMark™ is a product quality certification mark provided by independent certifying authorities in Australia and New Zealand. It confirms the product complies with the Plumbing Code of Australia & New Zealand and the relevant Standards, which relate to product quality, including health and safety, and warrant that it is fit for purpose.

WaterMark™ certification is mandatory for products to be legally installed in accordance with state and territory plumbing regulations. Products required to be certified are listed in the Plumbing Code and AS3500.000.

WaterMark certification is your guarantee that you are purchasing a high quality product, suitable for Australian and New Zealand conditions, which can be legally installed in your home.

The process to gain certification involves a detailed audit of the tapware factory. An applicant must demonstrate adherence to a strict quality control program for the supply of materials and the manufacturing process. The products themselves are also subjected to chemical analysis, strength testing and endurance testing (where, for example, the tap valves are opened and shut 50,000 times).

It is only after passing all of these audits that WaterMark certification is granted.

What type of flexible connector hoses are used in mixer taps?

Meir sources the highest quality European components and the hoses are no exception.

Mixer taps will include PEX flexible connector hoses manufactured by the world-renowned Spanish company Tucai.

 

 

Where are your products made?

Meir products are proudly Australian designed and components that go into our products are sourced from Europe; primarily Spain and Hungary.

We work with manufacturers in Australia and China for our Brass moulding and never compromise on quality.

Will my black tapware scratch?
Like most things, black tapware will scratch if you try hard enough, however if you don’t abuse your tapware and follow simple care instructions, the black finish on your products can last for a lifetime and look at good as the first day you purchased it.

Black tapware tends to look better over the years as the electroplated coating resists soap scum and mould better than the chrome counter-party.

Unlike chrome, the matte black finish reduces the reflective elements such as lighting, so things like fingerprints are actually less noticeable.

Powder-coated products may scratch easier than electroplated products, so please take additional care if you have purchased a powder-coated item.

Care instructions:
Do not use any harsh chemicals or rough surface materials such as scourers. Use a soft/microfiber cloth with warm soapy water to clean your matte black products.

 

Trade desk

Can I open a re-seller or trade business account?
Meir offers a range of options to re-sellers and trade account clients world-wide. Please fill in the appropriate form below:

 

Trade account application form: https://www.meir.com.au/trade-account-application/

 

Re-seller application form: https://www.meir.com.au/become-a-stockist/

 

Note: We are no longer accepting re-seller applications for New Zealand, South Africa and Netherlands.
(Updated 01.12.16)

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