We want you to love your order. If for any reason you're not completely satisfied, here's everything you need to know about returning or exchanging an item.
How to Request a Return or Refund
- Complete the returns form enclosed with your order.
- Package your item securely and include the completed form inside.
- Take your parcel to your nearest post office or courier service. We strongly recommend using a signed-for service for peace of mind.
- If you didn’t receive a returns form, please contact us:
- Email: info@themercantilelondon.com
- Phone: +44 (0)20 7377 8926
Return Conditions
- Items must be returned within 28 days of placing your order, or 7 days after receiving your goods — whichever is longer.
- Products must be unused, unworn, and in original condition, with all tags and packaging intact.
- Items showing any signs of wear or use will not be refunded and will be returned to you.
- Earrings are non-returnable unless faulty.
Refund Processing
- Refunds are issued to the original cardholder and cannot be transferred.
- Refunds are processed within 10 working days of receiving your return.
- You will receive an email confirmation once your refund has been issued.
- Return shipping costs are not refundable.
Exchanges
- To exchange an item for a different size, complete the exchange section on your returns form.
- Once we receive your return, we’ll ship the requested size (if available).
- If the size is unavailable, we’ll process a refund.
- We do not offer exchanges for different styles — please return the item for a refund and place a new order.
Faulty Items or Returns Beyond 28 Days
If you believe your item is faulty or your return exceeds the 28-day window, please contact us directly:
📧 info@themercantilelondon.com
📞 +44 (0)20 7377 8926
🕓 Monday to Sunday, 11:00am – 6:00pm
In-Store Returns
- Items purchased in-store may be returned within 14 days for exchange or store credit only.
- Items must be in perfect original condition with proof of purchase.
- Credit notes are valid for 90 days and may be used both in-store and online.
- Refunds are not offered in-store unless the goods are faulty.
Cancellations
- You may cancel your order by contacting us before dispatch:
- Email: info@themercantilelondon.com
- Phone: +44 (0)20 7377 8926
- If your order has already been dispatched, you may still return it following our returns process. We may charge you for the cost of return shipping.
- Once we confirm your cancellation, we’ll refund the full amount to your card within 30 days, assuming the goods are returned in original condition.
- If your card has been fraudulently used by a third party, you are entitled to cancel the payment and receive a full refund of any unauthorised amounts.
Returns Address
The Mercantile London
17A Lamb Street
London
E1 6EA
United Kingdom
Recommended Return Method
All returns are made at your own risk. We highly recommend:
- Using tracked or signed-for delivery
- Retaining proof of postage
- Ensuring your parcel is clearly marked with your order number
Circumstances Covered for Refunds or Returns
We accept returns and resolve issues under the following circumstances:
- Changed your mind? Return unused items within 28 days of your order (or within 7 days of delivery — whichever is longer).
- Ordered the wrong size? Use our exchange process to request the correct one.
- Received a faulty or damaged item? Contact us directly and we’ll help sort it quickly.
- Received the wrong item? Let us know and we’ll arrange a return or exchange at no extra cost.
- Your order didn’t arrive? Get in touch so we can investigate with the courier and issue a refund or replacement if needed.
- Want to cancel an order before it ships? Contact us as soon as possible and we’ll process the cancellation and refund.