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Returns
Returning an order to us
Do you accept returns?
We are happy to accept returns within 30 days of receiving your item in the following circumstances:
The item has been purchased via the Merrrch.com website.
The item is returned in its original condition and unworn.
The item is safely packed to avoid damage in transit and contains either a copy of the original order/packing slip or a returns form (If you do not have a printer available please include a note in the returned parcel with your full name and order number).
Please note – if you return your item and the above conditions are not met, we will be unable to offer you a full refund.
Which items that can't be returned?
Personalised and customised items:
Items where custom text has been added
Items customised with a bespoke logo
Custom length leggings
Hygiene and our customers’ safety is super important, so certain items can’t be returned for refunds including:
Underwear
Socks
Face coverings
Swimwear
None of this affects your statutory rights. All items are inspected on return.
Where can I download a returns form?
Do you offer free returns?
As a small emerging business we are not currently able to offer free returns.
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.
How should I send my return?
Please make sure 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 – We recommend Royal Mail Tracked 48.
What if I'm returning items from outside of the UK?
If you are returning an item from outside the UK, please clearly mark the package ‘Returned Goods’, to avoid any customs charges. Merrrch cannot be responsible for any return custom charges made.
Refunds
How long will it take to receive my refund?
Please allow 5 working days after delivery for you return to be acknowledged in our systems. Our aim is to always process returns as quickly as possible although it can take a little longer at busy times, once your return has been processed at our warehouse you will receive an automated email acknowledging receipt of your return. Please keep hold of your proof of postage until you are satisfied your return has been completed. The refund will be made on to the same payment method used in your original purchase.
Exchanges
Can I exchange items?
Product exchanges are currently not possible.
Free gift promotions
Can I return an order that included a free gift?
Orders that include a “Free Gift Promotion” can be returned however if the total order amount after items are refunded does not meet the requirements of the promotion, the free gift would need to be returned to us, otherwise we reserve the right to charge customers the full price of the gift.