Terms of service

Last Updated: September 28, 2026

Welcome to Merclelondon.

These Terms of Service govern your use of the Merclelondon website and your purchase of products through our online store.

By accessing our website or placing an order, you agree to comply with these Terms, together with any other policies made available on our website.

Nothing in these Terms is intended to exclude or restrict any statutory rights that cannot legally be excluded or restricted.

1. About Merclelondon

Merclelondon is an online women's clothing webshop serving customers primarily in the United Kingdom.

Our contact details are:

Merclelondon
59 Beech Rd
Feltham TW14 8AH
United Kingdom

Email: support@merclelondon.com
Phone: +44 203 500 7518

Customer Service:

Monday–Friday: 09:00–17:00 GMT
Saturday–Sunday: Closed

2. Website Use

You may use our website for lawful purposes and in accordance with these Terms.

You must not use the website to:

• Break applicable laws
• Attempt to gain unauthorised access to our systems
• Interfere with website security
• Introduce malicious software
• Abuse website functionality
• Attempt fraudulent transactions
• Misuse another person's information
• Copy or reproduce website content without permission

3. Product Information

We make reasonable efforts to ensure that product descriptions, photographs, measurements, colours, and other information are presented as accurately as reasonably possible.

However, colours may appear differently depending on:

• Screen settings
• Device type
• Lighting
• Display configuration

Measurements may also have reasonable manufacturing or measurement variations where applicable.

Nothing in this section limits statutory rights where products are not as described.

4. Product Availability

Product availability may change without notice.

If an ordered product becomes unavailable before fulfilment, we may contact the customer regarding the order.

Where an order cannot reasonably be fulfilled, the applicable amount paid for the unavailable product will be refunded.

5. Prices

Prices are displayed on the website in the applicable checkout currency.

We make reasonable efforts to maintain accurate pricing information.

If a genuine technical or pricing error occurs, we may take appropriate steps in accordance with applicable law.

6. Placing an Order

When you place an order, you are submitting an offer to purchase the selected products.

Your order is subject to acceptance and successful payment.

An order confirmation does not necessarily mean that an order has been dispatched.

We may contact you if there is an issue affecting your order.

7. Order Cancellation

Customers may have statutory cancellation rights for online purchases.

Our voluntary 30-day return policy also provides additional return flexibility, subject to its conditions.

For further information, please review our Refund Policy.

8. Delivery

Our standard delivery information is:

Handling: 1–3 business days
Shipping: 4–9 business days
Estimated total delivery: 5–12 business days

Delivery times can vary depending on the destination city and other circumstances.

For further information, please review our Shipping Policy.

9. Returns and Refunds

Merclelondon provides a 30-day return policy in addition to applicable statutory consumer rights.

Approved refunds are normally targeted for processing within 10 days after the applicable return has been reviewed.

Where a mandatory legal deadline applies, that deadline takes precedence.

10. Customer Responsibilities

Customers are responsible for providing accurate information required to complete an order.

This includes:

• Correct name
• Correct shipping address
• Correct postcode
• Correct email address
• Correct telephone number

Customers should also review order information after checkout and contact us promptly if something appears incorrect.

11. Intellectual Property

Unless otherwise indicated, content on the Merclelondon website may include:

• Text
• Product descriptions
• Graphics
• Logos
• Images
• Website design
• Layout
• Branding
• Other materials

Such content may be protected by intellectual-property laws.

You may not reproduce, distribute, modify, publish, sell, or commercially exploit website content without appropriate permission, except where permitted by law.

12. Third-Party Services

Our website may use third-party services, including payment processors, delivery providers, analytics providers, hosting services, and other technology providers.

Third-party services may have their own terms and privacy policies.

13. Website Availability

We aim to keep our website available and functioning properly.

However, we do not guarantee uninterrupted or error-free availability at all times.

The website may occasionally be unavailable because of:

• Maintenance
• Updates
• Technical problems
• Security measures
• Hosting problems
• Events beyond our reasonable control

14. Limitation of Liability

Nothing in these Terms excludes or limits liability that cannot legally be excluded or limited.

This includes applicable statutory protections concerning faulty or misdescribed goods and other mandatory consumer rights.

To the extent permitted by law, Merclelondon will not be responsible for losses that are not reasonably foreseeable or that arise outside the scope of our contractual obligations.

15. Events Outside Our Reasonable Control

We may not be responsible for delays or failures caused by circumstances outside our reasonable control.

Examples may include:

• Severe weather
• Natural events
• Transport disruptions
• Courier interruptions
• Government actions
• Major technical failures
• Labour disruptions
• Infrastructure failures
• Other events outside reasonable control

This does not remove any consumer rights that apply under law.

16. Changes to These Terms

We may update these Terms when necessary.

The latest version will be published on this page with an updated date.

17. Governing Law

These Terms are intended to operate in accordance with applicable laws governing sales to customers in the United Kingdom.

Mandatory consumer rights applicable to customers will continue to apply.

18. Contact

For questions about these Terms:

Email: support@merclelondon.com
Phone: +44 203 500 7518