The Mercer Store offers returns for change of mind on all orders*, however the following requirements and exclusions apply:
Clothing should be returned unworn, unwashed and in new condition it was sent to you in with designer tag still attached. Footwear should be returned unmarked and in original, undamaged packaging with all addition accessories still included e.g. dust bags, shoe box etc. Soles must not show any signs of wear (please try on soft surface to ensure the soles remain unmarked)
*Exclusions (only eligible for return if faulty or damaged)
- Sale items, items purchased on sale or using a discount code (including any sale promotional code or flash sale code)
- Contact customer service at firstname.lastname@example.org within 7 days of receiving your order including your full name, order number and items to be returned.
- You will then receive an RA number and return instructions.
- Within 7 days of receiving your RA number, please return via trackable secure postage to address provided. Please note we do not cover returns and they will not be included in refund.
- We will then review your return and if your item meets our return policy requirements your refund and exchange will be processed. Please allow up to ten days.
The Mercer Store reserves the right to deny unauthorised returns that do not meet or follow our return policy and procedures.
*Exclusions do apply, please review our Return Policy.
Exchanges are subject to item availability. We cannot guarantee item availability, but will make all reasonable attempts to secure the exchange item. The customer is responsible for shipping costs back to The Mercer Store, but will not be required to cover shipping costs of the new item.
Refunds will be processed via original payment method only (unless store credit is requested) and all refunds are processed in the original currency of the order ($NZD). Any conversion loss will not be covered within the refund process. Store credit for returns/exchanges will be valid for 12 months from date of return, and cannot be used in conjunction with other store credit. The store credit is valid for a one time use only. Please note: The Mercer Store does not refund any initial shipping charges or additional charges, including customs, duties or sales taxes (these are not included in our prices).
For all faulty or damaged items, The Mercer Store offers repairs, replacement or full refund (including shipping costs).
Items damaged as a result of normal wear and tear or incorrect use/abuse, are not considered to be faulty or damaged.