Defoe Parka

Return & Refund Policy

At Merc, your satisfaction is our priority. We understand that sometimes you may need to return an item. In line with Distance Selling Regulations, we offer returns for unused items within 30 days of receipt of your original order.

Conditions for Returns

• Items must be unused, in their original packaging, and with all swing tags and labels securely attached.
• Items may be tried on for sizing but must not be worn.
• Returns with damaged packaging, missing tags, or unattached labels may be refused or subject to a restocking fee (UK £10 / EU €12 / US $12).
• Do NOT remove tags or damage packaging, as this voids your right to a refund or exchange.
• Items must be securely packaged to ensure they return to us in "as new" condition.

⚠ Please note: Sale items can be returned for store credit only. The value of your credit will reflect the purchase price paid.

For returns made after 30 days, we can issue a gift voucher (store credit) instead of a refund, provided all conditions are met.

Packaging Requirements

• Use a box or parcel bag — do not attach labels directly to the product’s packaging.
• Ensure items are securely wrapped for protection during transit.

Refund Process

• Returns are processed within 10 working days of receipt (processing may take longer during busy periods).
• Refunds take an additional 2–5 days to appear in your account, depending on your bank.
• If your order qualified for free delivery, a fee of UK £4 / EU €29.95 will be deducted from your refund (unless you choose store credit).
• Merc is not responsible for bank charges incurred during refunds.

Store Credit (Full Refund + Shipping)

If you opt for store credit instead of a refund, we will:

• Issue a full refund for your item(s) will be issued, including your original shipping cost if applicable.
  

This option provides better value and allows you to shop again hassle-free.

Faulty or Incorrect Items

• If you receive a faulty or incorrect item, contact us within 48 hours of receipt.
• Once confirmed, we will refund return postage costs.
• Items damaged through wear and tear are not considered faulty.

Important Notes

• Merc reserves the right to refuse refunds or exchanges for damaged, worn, or tampered items.
• Customers are responsible for all return shipping costs (we do not offer free returns).
• We no longer offer direct exchanges. For a different size, colour, or style, please place a new order and return the original for a refund.

UK Returns

• Use a Recorded Delivery service (e.g., Royal Mail Signed For) — returns remain your responsibility until received.
• Ensure items are carefully wrapped and resalable. Poorly packaged items may be refused.

International Returns (Including EU)

• Return shipping costs are the responsibility of the customer.
• Use your local postal service with recorded delivery and obtain proof of posting.
• Refunds cover the cost of returned items only. Duties, taxes, or fees must be reclaimed via your local customs office.

Customs Declaration:

• Mark returns as "RETURNED GOODS – NO COMMERCIAL VALUE."
• Incorrect declarations may result in rejection or additional customs fees (these are the customer’s responsibility).

Return Address

Merc Clothing Ltd – Returns Department
C/O Yellow Storage
380 Richmond Road
Kingston Upon Thames
KT2 5PR
United Kingdom

If you have any questions or need help with your return, please contact our, please don’t hesitate to contact our Customer Service Team. Thank you for shopping with Merc — we appreciate your support and look forward to serving you again!

Last updated: 15/08/2024