Refund policy
At Merc we want you to be happy every time you shop with us. Occasionally though, we know you may wish to change your mind.
If you need to return an unused item you can do so within 30 days after delivery, for an exchange or refund as required. For customers in the United Kingdom you are eligible for free returns for items returned within 30 days.
The goods must be returned in the same condition as received and if possible with all packaging.
Once we receive your parcel, it will be processed within 10 working days (during busy periods this can vary). Please allow an additional 2-5 days for the credit to post to your account after email confirmation, as each bank's processing times varies.
Please note that we do not have any control over this part of the process. We are not liable for, and cannot take any responsibility for, any bank charges that you may incur during the refund process.
We will refund you the monetary value of the items returned to us, at the price you purchased them.
If you are returning an item because of an error on our part or because it is faulty, we will be happy to refund the costs incurred in sending it back to us. As a standard procedure, this happens only once we receive the garment back from you and our quality check team confirms that there is a manufacturing fault. Otherwise, you will be responsible for those charges.
Please note that items that are damaged because of normal wear and tear are not considered faulty.
Returns Procedure
How do I return?
United Kingdom returns
Returns for customers from United Kingdom are free of charge.
To return an item to us log into the returns portal and request a Collect+ return label
- Enter your order number and email address in the fields above and click Start
- Follow the instructions and select the items you want to return
- You will get a confirmation email with the shipping guidelines once the return request is approved.
International returns
Merc does not cover the cost returns from international orders. We suggest you return your items via the Post Office, not a courier service as your parcel could become stuck in customs and you will be responsible for any fees incurred.
For your protection we advise that you use a recorded delivery service and obtain a 'Proof of Posting Certificate'. We cannot accept liability for goods that get lost or damaged in transit back to us.
For UK and ROW returns (excluding EU) please send items to:
Merc Clothing Ltd
Returns Department
Unit 2 Royal London Estate
29 - 35 North Acton Road
NW10 6PE, London
United Kingdom
For returns within the European Union please send items to:
Merc EU Warehouse
Souto nº6
36388 Donas, Gondomar ( Pontevedra)
Spain
What items are returnable?
- You can return your items within 30 days of receipt of your shipment.
- The goods must be returned in the same condition as received
- Unwashed and unused
- If possible with all original packaging
Merc reserves the rights 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.
Are there any charges for return?
For United Kingdom customers Merc offers free returns service via Collect+ for items returned within 30 days.
Customers living outside of the United Kingdom are responsible for any costs in returning items back to us. Please see International Returns for more information.
How soon will I get my refund?
- Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
- If you are approved, then your refund will be processed, and a credit will automatically be applied original method of payment, within 10 working days.
If you experience any difficulties with returning goods please call us on +44 (0)208 838 2444 or email customerservice@merc.com