Refund policy
At Merclelondon, we want you to feel comfortable shopping with us. If you are not satisfied with your purchase, our return policy provides a 30-day return period, subject to the conditions below.
This policy is in addition to, and does not limit, any mandatory consumer rights you may have under UK law.
1. 30-Day Return Period
You may request a return within 30 days of receiving your order.
To start a return, please contact:
Email: support@merclelondon.com
Please include:
- Your full name
- Order number
- Product(s) you wish to return
- Reason for the return
- Relevant photographs where appropriate, particularly for damaged or incorrect items
Our customer-service team will provide the appropriate return instructions.
2. Condition of Returned Items
For a standard change-of-mind return, products should be returned in a condition that allows them to be resold.
Where reasonably possible, items should:
- Be unworn
- Be unwashed
- Be free from significant damage
- Have original tags attached where applicable
- Be returned with relevant original packaging where reasonably possible
- Not contain strong odours, stains, or other signs of use beyond what would normally be necessary to inspect or try the item
Customers may handle clothing as reasonably necessary to determine its nature, characteristics, and fit.
Nothing in this policy removes statutory rights relating to faulty, damaged, misdescribed, or otherwise non-conforming goods.
3. Faulty, Damaged, or Incorrect Items
If your order arrives:
- Damaged
- Defective
- Incorrect
- Missing an item
- Significantly different from the product ordered
please contact us as soon as reasonably possible.
Please provide your order number and photographs where appropriate so that we can investigate the issue efficiently.
Where the issue is confirmed to be our responsibility, we will provide an appropriate remedy in accordance with applicable consumer law.
4. Return Costs
For eligible standard returns under our voluntary 30-day return policy, Merclelondon will provide the applicable return instructions.
Where a return is required because the product is faulty, damaged, incorrect, or otherwise does not conform to the contract, we will handle the return in accordance with applicable law.
Statutory cancellation and consumer rights are not restricted by this policy.
5. Refunds
Once an eligible return has been received and inspected, we will process the applicable refund.
Our normal target is to process approved refunds within 10 days.
Where applicable law requires a refund sooner, the applicable legal timeframe will take precedence.
Refunds are generally issued to the original payment method.
If the original payment method cannot receive the refund for a valid reason, we may contact you to arrange an appropriate alternative.
6. Refund Amount
For an approved return, the amount refunded will depend on the circumstances of the return and applicable law.
For statutory cancellation rights, customers are entitled to the applicable refund required by law, including standard delivery charges where required.
If a customer chooses a more expensive delivery service than the standard delivery option, any additional upgrade cost may not be refundable where permitted by law.
7. Diminished Value
Where permitted by applicable law, a refund may be adjusted if goods have been handled beyond what is reasonably necessary to establish their nature, characteristics, and functioning and this handling has caused a reduction in value.
This does not affect statutory rights relating to faulty or misdescribed goods.
8. Items That Cannot Be Returned
Certain products may be subject to specific legal exceptions to cancellation rights.
Where an exception applies, the relevant product information will identify it where required.
This policy does not attempt to remove any statutory right that applies to a particular product.
9. Exchanges
If you would like a different size, colour, or product, please contact customer service.
Depending on stock availability and the circumstances, we may provide instructions for returning the original item and placing a new order.
10. Return Address
Unless different instructions are provided by our customer-service team, returns are associated with:
Merclelondon
59 Beech Rd
Feltham TW14 8AH
United Kingdom
Please do not send a return without following the return instructions provided by our customer-service team, as this can delay processing.
11. Contact
Email: support@merclelondon.com
Phone: +44 203 500 7518
Monday–Friday: 09:00–17:00 GMT
Saturday–Sunday: Closed