Welcome to The Mercantile London’s FAQ page. Here you’ll find answers to our most common customer queries—from delivery and returns to accounts, discounts, and our referral program. If your question isn’t listed here, please contact us.
Orders & Payments
Do I need an account to place an order?
No — you can checkout as a guest. However, creating an account allows you to track orders, save your preferences, and access your Rewards tab for referral credits.
What payment methods do you accept?
We accept Visa, MasterCard, American Express, Apple Pay, Google Pay, and Shop Pay. All payments are processed securely.
Can I cancel or amend my order once it’s placed?
If you need to make a change, contact us as soon as possible at info@themercantilelondon.com. While we can’t guarantee changes after dispatch, we’ll always do our best to help.
Is my payment information secure?
Yes. All transactions are encrypted, and your card details are never stored.
Shipping & Delivery
Do you offer international delivery?
Yes, we deliver both within the UK and internationally. Shipping rates and times vary by location and will be calculated at checkout.
How long does delivery take?
UK Standard: 3–5 working days
Next-Day (UK only): Available at checkout
International: Delivery times vary based on destination
How much does shipping cost?
Shipping fees are based on your location and selected delivery option. Full costs are shown at checkout.
How can I track my order?
Once dispatched, you’ll receive a confirmation email with your tracking number.
Returns & Refunds
What is your return policy?
You have 28 days from delivery to return or exchange your order. Items must be unused, in their original packaging, and with tags attached. Sale items marked "Final Sale" are non-returnable.
How do I return an item?
Please email info@themercantilelondon.com with your order number and reason for return. We’ll provide instructions. Customers are responsible for return postage unless the item is faulty.
How long does it take to process a refund?
Refunds are issued within 5–7 working days of receiving your returned item, back to the original payment method.
Order Issues
I received a damaged or faulty item — what should I do?
Email us within 48 hours of delivery, including photos and a description. We’ll arrange a replacement, refund, or credit.
My parcel hasn’t arrived — what should I do?
First, check your tracking link. If it’s outside the expected delivery window, contact us and we’ll investigate with the courier.
Products & Stock
Are your products authentic?
Yes. We carefully curate all items from trusted brands and independent makers.
Do you restock sold-out items?
Sometimes — it depends on the brand and availability. Feel free to reach out about specific pieces.
Gift Cards & Gifting
Do you offer gift cards?
Yes. You can purchase digital gift cards here.
Do you offer gift wrapping?
We offer simple wrapping and handwritten gift notes upon request. Add a note during checkout or email us.
Referral Program: Refer a Friend
How does the Refer a Friend program work?
It’s easy — for every friend you refer who makes a purchase, you both receive £10 off.
Here’s how:
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Log in to your account and open the referral widget (bottom right on site).
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Copy and share your unique referral link via email, social, or text.
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When your friend enters their email, they receive a £10 discount code for their first order.
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Once they place their order, you’ll receive your own £10 reward code via email and in your Rewards tab.
There’s no limit — refer as many friends as you like!
Account & Loyalty
Can I create an account with The Mercantile London?
Yes — and it’s recommended if you'd like to track orders, save preferences, or participate in our referral program.
Do you offer a loyalty or rewards programme?
While we don’t offer a points-based programme yet, our Refer a Friend system rewards loyal customers with £10 for every successful referral.
Discounts & Promotions
Do you offer discount codes?
Yes — we occasionally run promotions and exclusive offers. Sign up for our newsletter or follow us on Instagram to stay in the loop.
Can I use more than one discount code at checkout?
No — our system allows one discount code per order.
Environmental & Ethical Practices
Are your products sustainably sourced?
We support brands that value sustainability, craftsmanship, and ethical production. Many of our products are handmade or produced in small, responsible batches.
Contact & Store Information
Where are you located?
Address: 17A Lamb Street, Old Spitalfields Market, London, E1 6EA, UK
How can I contact you?
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Email: info@themercantilelondon.com
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Phone: +44 (0)20 7375 0022
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Or use our Contact Page
What are your store hours?
Please check Google Maps or our website footer for our current opening times.
Privacy & Security
Is my data secure?
Yes — all personal and payment information is protected. For details, see our Privacy Policy.
Do you share my information with third parties?
No — we don’t sell or rent your information. It’s used only to process your order and improve your experience.
Legal & Policies
You can view our full Terms of Service including information on liability, order acceptance, and data handling.