Returns

At Mercer & Loxley, we want you to feel comfortable shopping with us. This Returns and Refund Policy explains how returns, refunds and our 30-day cooling-off period work.

This policy applies to purchases made through mercerloxley.co.uk.

30-day cooling-off period

At Mercer & Loxley you have 30 calendar days from receipt of your order to decide whether you want to keep the product. This is more generous than the statutory 14-day cancellation right under the UK Consumer Contracts Regulations 2013.

If you are not happy with your order, or if something is not quite right, please contact us within 30 days of receiving your order.

To start a return, email us at: info@mercerloxley.co.uk

Please include:

• Your full name
• Your order number
• The email address used for the order
• Which items you wish to return and the reason
• Clear photos if the item is damaged, faulty or incorrect

You can also use our Model cancellation form for this. Our team will confirm your request by email and send you the return instructions.

Return instructions and return address

Please do not send any items back before contacting us.

Once you have registered your return, we will email you the correct return address and instructions. Returns must be sent directly to our supplier's warehouse, located outside the United Kingdom (China). Parcels sent to any other address cannot be processed.

Please send the parcel within 14 days of registering your return to the return address provided.

Return shipping costs

The cost of returning items is entirely at the customer's expense, in accordance with the Consumer Contracts Regulations 2013. We do not provide a return label; you choose your own carrier and bear the cost of shipping yourself. As the return address is in China, these costs are indicatively £15 to £30 per parcel, depending on weight and carrier.

Exception: if the product arrives defective, does not match the description, or has been incorrectly delivered by us, we will reimburse the reasonable cost of return shipping after consultation via info@mercerloxley.co.uk.

If your order qualified for free shipping and a partial return brings you below the threshold, the original shipping costs will be offset against the amount to be refunded.

Tracking required

Always send your return with a tracked shipping service and keep your proof of postage. The risk of damage or loss during return shipping lies with you.

Your refund will be processed once the return has been received and checked by our supplier, or once you have provided valid proof of postage demonstrating that the parcel has been sent back.

Return conditions

Items must be returned:

• Unworn and unwashed
• In their original condition and packaging
• With all labels and hang tags intact
• Where applicable: with an undamaged hygiene seal

Items showing signs of wear, washing, use, damage, perfume, stains, makeup marks or alterations may be subject to a deduction in value. If products are used or handled beyond what is necessary to establish their nature, characteristics and functioning, this reduction in value may be deducted from the amount to be refunded.

Excluded from return

For hygiene reasons, the following items can only be returned if the hygiene seal is undamaged and in place:

• Underwear
• Swimwear

Products without an intact hygiene seal cannot be accepted for return and cannot be refunded.

The following are also excluded from change-of-mind returns:

• Gift cards
• Items clearly marked as final sale, to the extent permitted by law

Nothing in this policy limits your statutory rights as a consumer.

Faulty, damaged or incorrect items

If your item arrives damaged, faulty or incorrect, please contact us as soon as possible at: info@mercerloxley.co.uk

Please include your order number, a description of the issue and clear photos of the item and packaging. We will review the issue and work with you on a suitable solution: a repair, replacement or refund.

Your rights under the Consumer Rights Act 2015 are not excluded or limited by this policy.

Refund

Refunds are issued to the original payment method within 14 days of receiving your return, or after you have provided proof that the product has been sent back.

Please allow a few working days for your bank, card provider or payment provider to process the refund.

Alternative solutions

In some cases we can offer an alternative solution by mutual agreement, such as a partial refund where you keep the product, or an exchange for a different size or colour. Whether this is possible depends on the situation and product availability, and is always based on mutual consent. Contact us at info@mercerloxley.co.uk to discuss the options.

Order cancellations

If you need to cancel your order, please contact us as soon as possible at info@mercerloxley.co.uk.

If your order has not yet been processed or shipped, we will cancel it free of charge. If your order has already been processed or shipped, cancellation may no longer be possible and you can return the parcel after delivery in accordance with this policy.

Questions?

Unsure about a return? Send us a message at info@mercerloxley.co.uk and we'll be happy to help.