Refund policy
At Merc, your satisfaction is our priority when you shop with us. We understand that occasionally, you might change your mind and want to make a return. In addition to the Distance Selling Regulations, you have the option to return unused item(s) within 30 days of receiving your original order.
In order to process your return smoothly, please return the item(s) in the same unused condition as it was received, and, if feasible, include all the original packaging. Keep in mind that item(s) without swing tickets and tags will not be eligible for return.
After receiving your return parcel, we will initiate the processing, which typically takes up to 10 working days. You will receive an email notification once the return is processed. Please allow an additional 1-5 days for the credit to appear on your original payment method, considering payment provider processing times. If a refund to your original payment method is not feasible, we may reach out to discuss alternative options.
Please understand that payment providers operate independently of us, and therefore, we cannot be held accountable for any additional charges that may occur as part of the refund process.
If you are returning an item(s) for a refund that you originally qualified for free delivery, we will subtract a contribution for our Postage and packaging cost, charged at the UK £4 / EU €11.95
When returning an item due to an error on our part or because it's faulty, we're pleased to refund the expenses incurred for sending it back to us. As a standard procedure, this refund will be processed once we receive the item and our quality check team confirms a manufacturing fault. Otherwise, you'll be responsible for the associated charges.
Please understand that items that are damaged because of wear and tear are not considered faulty. Merc reserves the right to refuse a refund or exchange if the goods returned are deemed to have been damaged, worn, or tampered with. This does not affect your statutory rights.
Returns Procedure
How do I return?
To create a new return request please visit this link https://www.merc.com/a/returns
- Enter your order number and email address or phone number associated with the order and press Start
- Follow the instructions and complete the request
- Once you submit your request, we will review it within a couple of days
- You will get a confirmation email with the shipping guidelines after the return request is approved
United Kingdom Returns
For customers located in the United Kingdom, returns are completely complimentary. You'll receive a prepaid Collect+ label. To learn more about Collect+, please visit their website at https://www.collectplus.co.uk/.
International Returns (Including EU)
Please note that Merc does not cover the cost of returns for international orders. We highly recommend using your local Post Office for the return process.
To ensure your item(s) safety, we strongly advise using a recorded delivery service and obtaining a Proof of Posting Certificate. We cannot take responsibility for item(s) that are lost or damaged during their return to us. In case of a lost or damaged parcel, you will need to file a claim with your delivery service for reimbursement, as we are unable to issue a refund from your original order.
Refund for international returns will only include the amount paid for the products and will not cover duties, taxes, or fees. You will need to reclaim these from your country’s customs office.
Customs Declarations: When completing customs information, make sure to declare your return as “RETURNED GOODS - NO COMMERCIAL VALUE” and mark the parcel as either “Returned goods” or “other” as available. Avoid marking it as a “sale” as it may result in rejection.
Accurate declaration is essential to prevent potential delays in UK customs or rejection and return to you. We cannot cover any customs fees associated with return parcels. This includes items declared as anything other than a return (e.g., sale) or those with an artificially high declared value. Returned goods must have zero commercial value. If customs retain your items due to inaccurate declaration, we will not have received them, and you will not be eligible for a refund.
Return Address:
Merc Clothing Ltd
Returns Department
Unit 2 Royal London Estate
29 - 35 North Acton Road
NW10 6PE, London
United Kingdom
If you require any assistance with your international return, please don’t hesitate to contact our customer support team. Thank you for choosing Merc, and we look forward to serving you in the future.
Last update 20/10/2023