Return & Refund Policy
At Mercer Finch, we want you to feel confident buying from us. If something isn't right, we'll work with you to fix it.
Order Changes & Cancellations
Need to change your order? Contact us within 24 hours of purchase and we'll do our best to accommodate the request. After this window, orders move into processing and changes may not be possible.
Returns
We accept returns on eligible items within 30 days of your purchase date. This window is designed to account for shipping time, giving you sufficient time to receive and assess your order.
To be eligible for a return:
- Item must be unused and unworn
- Item must be in its original packaging and in re-sellable condition
- Request must be submitted within 30 days of your purchase date
Not eligible for return:
- Sale items (final sale unless confirmed faulty by our team)
- Free + Shipping promotional items (see section below)
- Items showing signs of wear, washing, or removal of tags
How to start a return: Email support@mercerfinch.com with your order number and reason for return. Do not send items back before receiving written approval — returns sent without prior authorisation cannot be processed. Once approved, we will provide the correct return address.
Return shipping costs are the customer's responsibility unless our team confirms a fault in writing prior to the return being approved. Original shipping charges are non-refundable.
Faulty or Damaged Items
We take quality seriously. If your item arrives with a clear manufacturing defect, is damaged on arrival, or the incorrect product SKU was dispatched relative to your order confirmation — contact us within 30 days of your purchase date at support@mercerfinch.com with:
- Your order number
- Clear photographs demonstrating the issue
Our team will review all claims against your original order details and the evidence provided. If the claim is verified, we will arrange a replacement at no cost. Refunds are issued only where a replacement cannot be provided.
Please note:
- Items that do not fit or are not to personal preference are not considered faulty
- Fit and sizing issues where the item corresponds to our published size guide are not eligible under this policy
- We strongly recommend using our size guide and contacting us before ordering if you are unsure of your size
All claims are subject to review and verification by our support team. Mercer Finch reserves the right to request additional information to assess a claim.
Refunds
Once we receive and inspect your returned item, we will notify you of the outcome. Approved refunds are processed to your original payment method within a few business days.
Haven't received your refund?
- Check your bank or credit card statement
- Allow a few business days for your bank to process
- Still nothing? Email support@mercerfinch.com and we'll look into it promptly
Order Not Received
If your order has not arrived within the expected delivery window, contact us and we will investigate:
- Domestic orders: Contact us after 28 days from the date of shipment
- International orders: Contact us after 45 days from the date of shipment
Mercer Finch is not responsible for delays or non-delivery resulting from:
- Incorrect or incomplete address provided at checkout
- Missed delivery attempts
- Customs delays or refusal to pay import duties
Orders refused at customs or undeliverable due to customer error are not eligible for a refund of shipping costs.
Free + Shipping Promotional Items
These items are non-refundable. If your item arrives damaged or with a clear manufacturing defect, contact us within 7 days of delivery with your order number and clear photographs. Our team will assess and arrange a replacement if the claim is verified.
Exchanges
We replace items confirmed faulty or damaged by our team. Exchanges are subject to stock availability. If your preferred size or colour is unavailable, we will work with you to find the best resolution.
Questions?
Contact our support team at support@mercerfinch.com. We typically respond within 1 business day.