Returns 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 UK you are eligible for free returns for items returned within 30 days.

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 QC 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?

To return an item to us log into the returns portal and request a Collect+ (for UK customers) 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.

 

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 packaging

Free gifts or promotional items are not returnable!

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 UK customers Merc offers free returns service via Collect+ for items returned within 30 days. After that you are liable for the return charge.

Customers living outside of the UK are responsible for any costs in returning items back to us.

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.
Under the EU Distance Selling Regulations, you have 7 working days (from the day after you receive your goods) to cancel the contract for your order with us. You must let us know in writing by email to Customer Services, stating your wish to cancel the contract and ensuring you quote the order number in all correspondence. We will refund you the original purchase price and any delivery charges if applicable. If you have already received the goods, you will need to return the entire order at your cost or via Collect+, a free returns service offered to UK customers.
 
International returns
Merc does not cover the cost of international returns by post. Please 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. 
 
Clearly mark on the delivery & returns note included with your order which items you are returning; the reason for returning them and whether you would like an exchange or refund.
 
Please ensure this form is enclosed inside your parcel before sending. 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.
 
The address to return items to is:
Merc Clothing Ltd
Returns Department
Unit 2 Royal London Estate
29-35 North Acton Road
NW10 6PE
UK
 
If you experience any difficulties with returning goods please call us on +44 (0)208 838 2444 or email customerservice@merc.com