All items, including sale items, can be returned for a full refund within 28 days of placing your order, or seven days of receipt of the goods (whichever is the longer). Shipping costs are excluded. Please note earrings are non-returnable and non-refundable, unless faulty.
Returned products must be in new, unused and in unworn condition with all the original packaging and garment tags still attached. New and unused means that there are no marks on the item, or any wear on the tags. We do not accept any item with any indication that it was used. In such cases the item will be returned to the purchaser.
To return goods please fill in the return form enclosed with your order and take your parcel to your nearest post office. If there is no return form with your order please contact us at firstname.lastname@example.org or call +44 (0)20 7377 8926.
Goods are returned to The Mercantile London at your own expense and risk. We recommend that returns are sent by a signed for service. No refund will be issued unless the sender can prove delivery of returned goods if requested to do so. Most packages arrive safely but a small number are lost in transit. It is the senders responsibility to provide signed proof of delivery should the need arise.
You will be notified by email once returned goods have been received by us and the refund processed. Please note that items can only be refunded to the original cardholder.
The Mercantile London, 17A Lamb Street, London, E1 6EA
We endeavour to provide the best customer service possible. Should a problem arise, we will make every effort to resolve the issue. However, should the problem be unsolvable, or you prefer to amend or cancel your order, please contact us.
If you decide to cancel an order after the products have been dispatched and commenced their carriage to you by carrier or post, we may charge you for the carriage of those products. We advise you check the status of the order before you request cancellation. Any charges will be communicated to you before we confirm the cancellation.
You are entitled to cancel any payment at any time where fraudulent use has been made of your credit or debit card by another person acting on your behalf or as your agent and be re-credited by us to the extent that such sums are not reimbursed by the card-issuer.
Once we receive notification from you that you wish to withdraw from the contract (in accordance with these terms), any sum debited to the Mercantile from your credit card in relation to your order will be re-credited to that credit card account as soon as possible and in any even within 30 days of your order provided that the goods you wish to return are received by the Mercantile in the condition they were in when they were delivered to you. You will be liable for any charges incurred in returning the goods to the Mercantile.
If you wish to exchange an item for a different size please return the item to us as above, filling in the relevant section on the returns form. We will ship your alternative size once we have received your returned merchandise. If the alternative size is unavailable we will inform you and credit your card. We do not exchange items for alternative styles. If you would like to try something different we suggest you return the item for a refund and reorder the new item separately.
Earrings are non-exchangeable.
FAULTY ITEMS OR LATE RETURNS
For all faulty items or returns past the 28 day return period please contact us at email@example.com
or call +44 (0)20 7377 8926
Monday to Saturday 10.30am - 5.00pm for return advice.
*IN STORE RETURN POLICY*
Goods may be returned for exchange or credit only. Within 14 days of purchase date, providing the goods are in perfect original condition and are accompanied by the receipt or proof of purchase.
The credit will be valid for 90 days when issued and can be used both in store and online.
A REFUND WILL ONLY BE OFFERED IF GOODS ARE FAULTY