Processing Time

All orders are processed within 3 business days (Monday–Friday, excluding public holidays).

During peak periods, sales events, or high order volume, processing times may extend up to 7 business days.

Once your order has been processed, it will be shipped according to the selected shipping method at checkout.

Shipping Time

Shipping times vary depending on the destination and selected shipping option.

Estimated delivery time after dispatch is 2–4 business days.

Please note that these are estimated timeframes and are not guaranteed.

Shipping Origin & Carrier

All orders are shipped from the United Kingdom.

We partner with Global-e to handle international shipping and cross-border logistics to most global destinations.

Duties & Taxes (DDP / DDU)

Depending on your destination country, orders may be shipped as:

DDP (Delivered Duty Paid) – Duties and taxes are paid upfront at checkout.

DDU (Delivered Duty Unpaid) – Duties and taxes are payable upon delivery.

The applicable option will be clearly displayed at checkout based on your shipping country.

If duties and taxes apply under DDU terms, customers are responsible for payment before delivery.

Shipping Costs

Shipping rates vary depending on the destination country and selected shipping option.

All shipping costs are clearly displayed at checkout before payment is completed.

Tracking Your Order

Once your order has been processed and dispatched, you will receive tracking information via email or SMS (if provided at checkout).

Please allow up to 24 hours for tracking updates to appear in the courier system.

Address Changes

If you need to change your delivery address, please contact us immediately after placing your order.

We will do our best to accommodate your request. However, once an order has been processed or dispatched, we are unable to amend the delivery address.

In such cases, you may contact the courier directly to request a delivery adjustment.

Incorrect or Incomplete Address

Customers are responsible for providing accurate and complete delivery information at checkout.

If a parcel is returned to us due to an incorrect or incomplete address, you will be responsible for paying the shipping costs to resend the order.

We are not responsible for lost shipments resulting from incorrect or incomplete address details provided at checkout.

Rejected Shipments

If a customer rejects delivery of their shipment, the customer will be charged both the original shipping cost and the return shipping cost.

A flat administrative fee of £15 / €20 / $20 will also apply.

These amounts will be deducted from any applicable refund.

Delayed or Lost Parcels

Delivery times are estimates only. We are not responsible for courier-related delays.

A parcel will be considered lost only after 15 business days from dispatch for United Kingdom orders, or 21 business days from dispatch for Europe and Rest of World orders.

We are unable to issue replacements or refunds until this period has passed.

Damaged Parcels

If your order arrives damaged, please contact the shipping carrier immediately to report the issue and contact our customer support team for assistance.

Please keep all packaging materials and damaged goods, and if possible, take photographs of the parcel before opening it.

While we will assist you in filing a claim, we are not responsible for products damaged or lost during transit.

Delivery Restrictions

We do not ship to P.O. Boxes, Parcel Lockers, or APO/FPO addresses.

Orders placed with these address types may be cancelled.

Contact Us

If you have any questions regarding shipping, please contact our customer support team at customerservice@merc.com.