Return & Refund Policy

Our goal at Mercer Finch is for customers to be happy with their purchase. But things may not always go as planned. If things don’t go as planned, contact us at support@mercerfinch.com and we will try to make things right for you. Mercer Finch will not accept any returns without receiving prior notice.

Order Modifications or Cancellation

After your order has been placed, you have 24 hours to contact our customer support team and request order modification, change of address, or a cancellation. After 24 hours, your order has already been placed in production and can no longer be modified.

Damaged/Incorrect Order

We try our best to ensure product quality and accuracy, but sometimes mistakes happen and we sincerely apologize in advance if/ when it happens. If either of these rare occurrences happens to you, please take a clear photo of the item(s) and email it to us within 15 days of reception of the items, along with your order number to: support@mercerfinch.com. Once we receive your email and verify the issue, we will get a replacement sent to you right away. Please note that if more than 15 days have gone by since your order has been delivered, unfortunately we can't offer you a refund or exchange, even if the items are faulty or damaged

Ordered Not Received

If your item has not arrived within 28 days (45 days for international) after you placed your order, please contact our support team and we will promptly take care of you.

As mentioned in our FAQ page, shipping times can be longer for certain countries such as Canada, US (Territories), Australia and UK, for example. We are currently working on providing quicker shipping times for all our customers, worldwide, but we do not have an estimated date for when that will be active.

IMPORTANT: Unfortunately, we cannot be responsible if a package is undeliverable because of missing, incomplete, or incorrect destination information. We do our best to avoid errors by verifying the shipping information with every customer in the order confirmation sent immediately after ordering. Costs to reship the packaged will be invoiced to the customer.

We are also not responsible for failed deliveries due to the addressee not being home during the time of delivery.

If you haven't received your order despite tracking being marked as "Delivered", please reach out the customer for assistance.

Customs duties

Customs policies vary widely from country to country. Please contact your local customs office for any information about customs policies that apply in your country.

We do not take any responsibility for any additional charges for customs clearance, import duties or local taxes and we have not control over what they may be. We are unable to reimburse any costs incurred in relation to these matters and do not accept any responsibility for delays as a result, regardless of the circumstances.

If packages are undeliverable for any reason, including customer's refusal to pay duties, we are not responsible for return shipping costs or for retrieving merchandise and the order will NOT be eligible for a refund. The buyer assumes all responsibilities of claims made with the shipping carrier and all duties/fees incurred on the shipment

Returns

Our policy lasts 15 days - if the 15 days have gone by since your order has been delivered, unfortunately we can't offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Sales item are not eligible for a return, exchange or credit not unless faulty. If you receive an item that is damaged or faulty, please contact support@mercerfinch.com and Customer Care team will be happy to assist you in repairing the faulty product.

To complete your return, we require a receipt of proof of purchase. Please note that you will be responsible for paying your own shipping costs for returning your item. Original shipping costs are non-refundable except in cases where we have made a shipping error.

To ensure a refund is processed for you, please contact us first @support@mercerfinch.com. Once complete, our friendly customer support team will email you back with the return shipping address. Please confirm the address with us before you return items.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)

If you haven't received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted. If you've done all of this and you still have not received your refund yet, please contact us at support@mercerfinch.com

Sales items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Free Plus Shipping Items

We offer free items with shipping fee. Please note that:

  • Offers are limited and only available for a short period of time.
  • Customers pay for the shipping fee.
  • No refunds are allowed, if you received a damaged or defective item please contact us within 7 days and we will send you a replacement.
  • We reserve the right to cancel any order for any reason.
  • This offer is not available for some international orders.

    Exchanges (if applicable

    We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@mercerfinch.com. Depending on where you live, the time it may take for your exchanged product to reach you may vary.

    Questions?

    Customer services is our #1 priority and we will do whatever we can to take care of you. We greatly appreciate your consideration to do business with Mercer Finch and please let us know if you have any questions. You can contact us at support@mercerfinch.com