Refund & Return Policy

1. Overview

We want you to love your purchase from Mercury London.
If something isn’t right, we’ll do our best to make it right — while ensuring a fair and transparent process for both sides.

This Refund & Return Policy outlines when and how refunds, replacements, or returns are accepted.
By placing an order, you agree to the terms below.

2. Return Eligibility

We accept returns within 14 days of delivery if:

  • The item is unused, unworn, and in original packaging,

  • You can provide proof of purchase (order number or confirmation email), and

  • The item meets our inspection criteria after return.

If more than 14 days have passed since delivery, unfortunately, we cannot guarantee a refund or exchange.

3. Non-Returnable Items

For hygiene and safety reasons, the following cannot be returned:

  • Underwear, swimwear, earrings, and personal accessories,

  • Sale items, discounted bundles, or gift cards,

  • Items damaged due to misuse or poor handling.

4. Return Process

To request a return:

  1. Email support@mercurylondon.co with your order number and reason for return.

  2. Our support team will confirm eligibility and provide the return address (depending on your location).

  3. Once we receive and inspect the item, we’ll process your refund or replacement.

💡 We may offer a partial refund or store credit instead of a full return if it’s more convenient for you.

5. Return Shipping Costs

  • Returns due to defective, damaged, or incorrect items → we cover all shipping costs or offer a free replacement.

  • Returns due to change of mind, wrong size, or dislike → the buyer pays return shipping.

We recommend using a tracked delivery service for all returns, as we cannot refund items that are lost in transit.

6. Refund Approval and Processing

After receiving your returned item, we will:

  • Inspect it within 2–5 business days,

  • Notify you via email about the approval or rejection of your refund.

If approved, your refund will be automatically issued to your original payment method (Shopify Payments, PayPal, or Stripe) within 5–10 business days, depending on your bank or payment provider.

7. Late or Missing Refunds

If you haven’t received a refund after 10 business days:

  1. Check your bank or PayPal account again,

  2. Contact your payment provider — processing time can vary,

  3. If still unresolved, contact us at support@mercurylondon.co.

8. Exchanges

We only replace items if they are defective or damaged upon arrival.
If you need an exchange for the same item, please email support@mercurylondon.co within 7 days of delivery, and include clear photos for verification.

9. Partial Refunds (When Applicable)

We may issue partial refunds in certain cases, such as:

  • The product arrived slightly different from photos but still functional;

  • Minor packaging damage during transit;

  • You wish to keep the item at a discounted price rather than return it.

This allows for faster resolution and avoids unnecessary shipping costs for both sides.

10. Lost or Delayed Orders

If your order has not arrived within 30 business days from the shipment date:

  • Please contact us, and we’ll investigate with our logistics partners.

  • If the parcel is confirmed lost, you’ll receive a full refund or replacement.

Delays caused by incorrect addresses or customs inspections are not eligible for full refunds.

11. Incorrect Address Policy

Please ensure your shipping address is correct at checkout.
We are not responsible for orders that cannot be delivered due to an incorrect or incomplete address.

If an order is returned to us as undeliverable, we can reship it after receiving the correct address (shipping cost may apply).

12. Refund Exceptions

We reserve the right to refuse or limit refunds in cases of:

  • Abuse of the refund policy (e.g., excessive returns),

  • Fraudulent claims (false “item not received” disputes),

  • Clear evidence of item use or damage caused by the customer.

13. Contact Us

For all refund or return inquiries, please contact our support team:
📧 support@mercurylondon.co
We usually respond within 24–48 hours (Monday–Friday).