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 do need to return an unused item we guarantee to refund unworn or unwashed items when you return it in sellable condition, within 60 days of purchase for either an exchange or refund as required.
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 production 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.
To return an item to us simply fill out the delivery & returns note enclosed with your order.
The goods must be returned unused, in the same condition as received and if possible with all packaging within 60 days from order.
Please enclose the returns note inside the parcel explaining the reason for the return, stating whether you require a refund or exchange. Pack the parcel securely and return the package to Merc via the Post Office and for your protection we advise that you obtain a 'Proof of Posting Certificate'. Please do not use a courier service.
We strongly recommend you try the shoes on a carpeted surface before wear. Shoeboxes should be returned in the original outer packaging in order to ensure they are protected from damage, as they are considered part of the product, and your return may not be accepted if the box is damaged.
Where provided, belts and any packaging such as authenticity cards, dust bags and leather tags should be included with your return.
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.
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 - Mail Order Department
Unit 2 Royal London Estate
29-35 North Acton Road
If you experience any difficulties with returning goods please call us on +44 (0)208 838 2444 or email [email protected]