Shipping / Returns
Placing an Order:
UK Standard delivery (2-3 working days*) £3 using UKMail.
Europe Standard Delivery (7-10 working days) £20 using Royal Mail International Signed for service.
Weekends and UK Bank Holidays are not classified as working days. ALL ORDERS REQUIRE A SIGNATURE UPON RECEIPT.
*5-8 working days for Northern Ireland, North of Scotland, Channel Islands, Republic of Ireland and all other off-shore destinations using Royal Mail recorded delivery.
**Orders placed after 2pm will not be shipped until the next working day. UK Express Delivery is not available for Northern Ireland, North of Scotland, Channel Islands, Republic of Ireland and all other off-shore destinations.
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.
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.
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. We are unable to accept returns or exchange on pierced earrings.
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.
Returns & Refunds:
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.
To return goods please fill in the return form enclosed with your order and take your parcel to your nearest post office. Goods are returned to The Mercantile London at your own expense and risk. We recommend that you send the returns by recorded delivery proof of postage.
Goods should be returned to:
The Mercantile London
17 Lamb St
You will be notified by email once returned goods have been received by us and refund processed.
If there is no returns form with your order please contact us at email@example.com or call +44 (0)20 7377 8926
Please note that items can only be refunded to the original cardholder.
Faulty items or late returns:
For all faulty items or returns past the 14 return period please contact us at firstname.lastname@example.org or call +44 (0)20 7377 8926. Monday to Saturday 10am - 5pm for return advice.