Frequently Asked Questions
1. What does Merclelondon sell?
Merclelondon is an online women's clothing store offering a range of women's fashion pieces for different styles and occasions.
2. Where does Merclelondon deliver?
We primarily serve customers in the United Kingdom.
3. Is shipping free?
Yes. Standard shipping is offered as Free Shipping for eligible UK orders.
4. How long does delivery take?
Our general estimated delivery timeframe is 5–12 business days.
Orders normally require:
1–3 business days for handling, followed by approximately 4–9 business days for shipping.
Actual delivery times may vary depending on the destination city and other circumstances.
5. How long does order processing take?
Orders are normally handled within 1–3 business days.
This includes processing, preparation, packing, and dispatch.
6. How can I track my order?
Where tracking is available, tracking information may be provided after your order has been dispatched.
Please allow some time for tracking information to become active after dispatch.
7. Can I return my order?
Yes.
Merclelondon provides a 30-day return policy, subject to the conditions in our Refund Policy.
Customers also retain applicable statutory consumer rights.
8. How do I request a return?
Contact us at:
Please provide your order number and explain which product you would like to return.
Our customer-service team will provide the appropriate instructions.
9. What condition should returned clothing be in?
For a standard return, clothing should generally be unworn, unwashed, undamaged, and in a suitable condition for return.
Customers may inspect or try clothing as reasonably necessary.
10. What if I receive a damaged item?
Contact us as soon as reasonably possible.
Please provide your order number and photographs showing the problem where appropriate.
We will review the issue and provide an appropriate solution in accordance with applicable law.
11. What if I receive the wrong item?
Please contact our customer-service team with your order number and details of the item received.
We will investigate and provide appropriate instructions.
12. When will I receive my refund?
Our normal target is to process approved refunds within 10 days after the applicable return has been received and reviewed.
Where a different legal deadline applies, the applicable legal requirement takes precedence.
13. How will my refund be paid?
Refunds are generally made using the original payment method.
For PayPal orders, refunds may be processed through PayPal.
14. Do you accept PayPal?
Yes.
PayPal is an available payment method where displayed during checkout.
15. Can I change my shipping address after ordering?
Contact us as soon as possible if you notice an error.
We will try to assist, but an address cannot always be changed after an order has entered processing or been dispatched.
16. What happens if my package is delayed?
Please contact our customer-service team if your order appears to be significantly delayed.
We can review the available order and delivery information and assist where possible.
17. What if my tracking says delivered but I haven't received my order?
Contact us as soon as possible.
We may need to investigate the delivery with the relevant courier and may request additional information.
18. How can I contact Merclelondon?
You can contact us by:
Email: support@merclelondon.com
Phone: +44 203 500 7518
Customer service is available:
Monday–Friday: 09:00–17:00 GMT
Saturday–Sunday: Closed
19. Where are returns sent?
Our shipping and returns address is:
59 Beech Rd
Feltham TW14 8AH
United Kingdom
Please contact customer service before sending a return so that you receive the correct return instructions.
20. Are the delivery dates guaranteed?
No.
The stated 5–12 business day period is an estimated timeframe. Delivery can vary depending on the destination city, courier operations, seasonal demand, and other circumstances.