Returns

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 your statutory right of withdrawal for online purchases within the EU.

How to return
1. Register your return via info@mercerloxley.co.uk or the contact form, within 30 days of receipt. Include your order number and which items you wish to return. You can also use our Model withdrawal form for this.
2. You'll receive a confirmation and return instructions by email.
3. Send the parcel within 14 days of registering your return to the return address provided. Shipping costs are at your own expense.
4. We'll receive your return, check the condition of the items, and refund the purchase amount within 14 days to your original payment method.

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

If products are used or handled beyond what is necessary to establish their nature, characteristics and functioning, a 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
- Bikinis and swimwear

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

Return shipping costs
The cost of returning items is entirely at the Consumer's expense, in accordance with Article 6:230s paragraph 2 of the Dutch Civil Code. We do not provide a return label; you choose your own carrier and bear the cost of shipping yourself.

We recommend sending with track & trace, as the risk of damage or loss during return shipping lies with you.

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.

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

Alternative solutions
In some cases we can offer an alternative solution by mutual agreement, such as a partial refund where you keep the product. Whether this is possible depends on the situation and is always based on mutual consent.

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