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Help
FAQs
Orders
How do I place an order?
We like to make placing an order with us as simple and stress free as possible.
Firstly, browse our website, add any items you would like to purchase to your cart and checkout. At checkout you will be able to select a shipping method and add any promotional codes that are available. Payment can be made securely using Debit/Credit card or PayPal. Once your order is completed you will receive an email confirming your order.
Unfortunately we are unable to take orders via telephone or email.
How do I know my order was successful?
You will receive an automated email confirming your order was successful and is ready to be processed by our despatch team.
Once your order has been shipped you will receive another email confirming your order has left our warehouse.
How can I cancel or change my order?
We are able to change or cancel orders in accordance with the Distance Selling regulations. If your order has been placed, but not despatched, we will make the change or cancellation straight away wherever possible. Please email our customer service team for assistance.
Please note we can make no guarantees to change orders prior to shipping but we will try our best to do so.
If you have already received your goods then we are happy to cancel or make changes in accordance with the UK Distance Selling Regulations subject to our Returns Policy. Please see the returns section below for more information.
My order is incorrect/missing an item?
If you have received your order and you are missing one of your items or have received an incorrect item then please contact our customer service team here.
Please quote your order number and provide us with the name of the item so that we can look into this for you and get the error amended as quickly as possible.
Do I need an account to place an order?
All customers wishing to place an order will need to create an account with us so that we can successfully process an order. Please note that all your personal information is kept securely and in the interest of our customers we do not store any card information.
Are all items on your website in stock?
If the item you would like to purchase is available on our website then this means we have the item in stock. However, due to the amount of orders we receive it is not possible to eradicate all discrepancies, on very rare occasions an item may be sold out but still available to purchase, if this is the case we will inform you via email as soon as possible.
I’ve not received my order, where is it?
If you haven’t received your order 7-10 working days after receiving a despatch notification email please drop us a message on our contact form so that we can track the parcel. Don’t panic we’ll do our best to sort out any delivery issues.
Promotional codes & free gifts
We occasionally advertise special promotional codes via our website, social media channels and through the post. These will always be advertised with certain terms and an expiry date. For more information please see our terms and conditions.
On occasions we may add free gifts to orders, gifts are added subject to availability. Unfortunately we are unable to exchange any free gift you receive for another item or credit.
Payments
What payment methods do you accept?
Payments can be made securely using Debit/Credit card via our payments processor Stripe or PayPal.
In the interest of security we do not store any debit/credit card information.
When will payments be taken from my account?
Payment is usually taken as soon as the order has been placed. It can take up to 5 working days before the funds show as having left your account.
Shipping
What shipping methods do you use?
All of our parcels are despatched in the UK via Royal Mail. For larger orders we may use a courier service. All parcels must be signed for. We select the best shipping method available based on the size and weight of your parcel and reserve the right to use an appropriate shipping method on all orders. We do not currently offer express delivery.
How much is delivery?
UK Delivery is FREE
Other shipping destinations including EU and international delivery are calculated at checkout based on the size and weight of the parcel.
On occasions we may offer promotional codes to receive special discounts on delivery.
How do I track my order?
When an order is shipped we get a unique tracking number so that we can correctly identify when your order has been delivered and signed for. If you have placed an order with us and it has already been despatched, you can request a tracking number here.
If your order has been sent via Royal Mail please track your parcel by using the following link:
If you order has been by courier via Parcelforce please track your parcel by using the following link:
What if I’m not at my address when my order is delivered?
If Royal Mail attempt delivery when you are not in a card will be left with details on how to arrange re-delivery or collect from a local postal sorting office. Failing this you can contact us for a tracking number here.
If your parcel is not collected from your local sorting office it will be returned to us, once we receive it we will be in touch via email or telephone.
If a UPS delivery cannot be completed they will return your parcel to their depot, a card will be left with full details on how to arrange redelivery or collection. UPS usually attempt to deliver up to 3 times before returning the parcel to us. Once we receive the parcel we will contact you via email or telephone. Please note different procedures apply for different countries.
Please note – when collecting your order from a postal sorting office or courier depot you may be required to provide photo ID and a proof of address.
Do you ship internationally?
Yes of course, we ship to 65+ countries worldwide. If your country is not currently listed as a shipping destination, please contact us.
Can I amend my delivery address?
If you have made a mistake with your address when placing your order please contact us immediately so we can try to rectify your details. Please quote your order number when doing this to speed the process up.
Please note if your order has already left our warehouse then we are unable to amend the shipping details.
If your order cannot be delivered due to the address being incomplete or being refused at the address we will contact you directly, this will not be until the item is returned to us.
How long will it take to get my parcel?
For our latest delivery time click here
Can someone else sign for my parcel?
It does not have to be the addressee that signs for your parcel. A signature is logged for security reasons, any signature provided at the delivery address will be taken as proof of delivery.
Will I be required to pay customs and import charges?
Any customs or import charges that occur are the responsibility of the recipient, these will be charged at the point of delivery. Unfortunately we have no control over these charges as all charges will vary depending on the destination where the parcel is going to be delivered.
Returns
Do you accept returns?
Click here for our latest returns information.
Can I return personalised/customised items?
For orders on Merrrch that are personalised/made to order we can not accept returns on products that are either ordered in error, are incorrect sizing or no longer required. All orders processed for personalised items are final as these items cannot be resold.
However, your happiness is paramount. If for some reason an item is faulty, simply complete our online returns authorisation form so that we are aware that you will be returning items to us.
Items should be sent back to us and will only be considered for refund/exchange if unused, unworn, unwashed and with all tags (If applicable) attached. Postage for items sent back is paid by the customer unless there is a fault with the item or the wrong item has been sent to you. Once we have received the item back and after inspection any valid refunds together with return postage will be refunded.
Can I exchange an item?
At this moment in time we do not offer exchanges, if you wish to change the size, colour or style of your item a new order will have to be placed. Please accept our apology for any inconvenience this may cause.
How do I know you have received my return?
We try to process all returns within 5 working days of receiving them this is not always possible during busy periods. An email will be sent once the return process has been completed.
How do I return an item?
Full details of how to notify us that you would like to return an item can be found here.
We recommend all return packages are sent with a trackable, insured service, ensuring your items are well packaged, as we cannot take responsibility for items damaged or lost in transit. Postage for items sent back is paid by the customer.
Do I have to pay for return postage?
Unfortunately we are unable to cover any cost you may incur when returning an item unless the item is faulty or incorrect.
How long does it take for the funds to go back in my account?
As soon as the refund is processed the amount of time it takes to appear back in your account is usually 2-3 working days however this is sometimes longer, and beyond our control. If you do have a concern please contact our customer service team who will do their best to help resolve the matter.
I’ve not been refunded the full amount?
If you have returned your item(s) for being unsuitable we are only able to refund the item(s) cost. This will not include the original delivery cost.
Should your item(s) be faulty a full refund will be issued including the original delivery charges and the return delivery cost.
Products
Are more sizes available?
The sizes shown on our website are the only sizes available. Please keep checking the item as a return may be made and added to our website.
The item I ordered in now in the sale, can I get a refund for the difference?
As an online business our prices change in accordance with trends, customer demand and stock availability we are, therefore, unable to refund the difference in price when an item you have purchased goes into sale, although we do appreciate how frustrating this can be. You are more than welcome to return the item for a full refund and then re-order the item at its markdown price, provided it is returned in accordance with our returns policy. Please note, we cannot guarantee that another customer won’t purchase this item before you get chance to do so.
Will you be getting a restock?
Where possible we will restock popular items, as soon as we receive a restock this will be added to our website.