FAQ

How long does delivery take?

Orders are usually processed within 1 to 3 working days. After dispatch, the estimated delivery time is 3 to 8 working days within the United Kingdom.

Delivery times are estimates and may vary during busy periods or due to carrier delays.

Where do you ship from?

Some orders are shipped directly from our trusted suppliers. This may include suppliers located overseas, including China. We do this to make fulfilment more efficient and avoid unnecessary handling delays.

Do you offer free shipping?

Yes, we offer free delivery on all orders within the United Kingdom. At checkout, you can optionally add Insured Delivery (£2.95): we'll send you a free replacement if your order is lost or damaged.

Do you offer returns?

Yes, at Mercer & Loxley you have a 30-day cooling-off period from receipt of your order. Please contact us within 30 days at info@mercerloxley.co.uk.

How do I start a return?

Email us at info@mercerloxley.co.uk. Please include your name, order number, the reason for the return and photos if the item is damaged, faulty or incorrect. You will then receive the return address and instructions by email. Please do not send anything back before receiving the instructions.

Who pays for return shipping?

For change of mind returns, size changes or unwanted items, the customer is responsible for the return shipping costs. The return address is with our supplier in China; costs are indicatively £15 to £30 per parcel. Always send with a tracked service and keep your proof of postage.

If the item is defective, damaged or incorrectly delivered, we will reimburse the reasonable return shipping costs after consultation.

When will I receive my refund?

Once your return has been received and checked, we will refund the purchase amount to your original payment method within 14 days. Your bank or payment provider may need a few additional working days to complete the refund.

What if my item is faulty or incorrect?

Please contact us as soon as possible at info@mercerloxley.co.uk. Include your order number, a description of the issue and clear photos. We will review the issue and work with you on a suitable solution.

Which items cannot be returned?

For hygiene reasons, underwear and swimwear can only be returned if the hygiene seal is undamaged and in place.

Which payment methods do you accept?

You can pay with credit card, Apple Pay and Google Pay.

I have another question

Feel free to get in touch at info@mercerloxley.co.uk, we respond within 1 working day.