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FREQUENTLY ASKED QUESTIONS

ORDER ISSUES

I didn’t receive an order confirmation email

 

You should receive a confirmation email within half an hour of successfully placing your order. Should you not have received one, the first place to check is your junk or spam folder. 

If you still cannot see one, please use one of the contact options below and one of the team will be happy to check the status of your order and provide you with your order confirmation.

Can I change my order after it’s placed?

 

To make sure your merchandise reaches you as quickly as possible we always aim to pick, pack and ship your order as fast as possible. This means we can’t make any changes to your order after you’ve placed it. This includes changing the delivery address or delivery method. 

 

Should you have a critical issue with an order, we will try our best to rectify it before it leaves our warehouse but this can’t be guaranteed so please ensure your details are correct before placing an order.

 

Can I cancel my order after it’s placed?

 

To make sure your merchandise reaches you as quickly as possible we always aim to pick, pack and ship your order as fast as possible. This means if your order has already left our warehouse we cannot cancel it. You are of course within your rights to return the order to us once you receive it for a full refund.

 

Where's my order?

 

Most orders are delivered within 1-3 working days, however, in some instances, orders can take longer. You will receive a tracking email from, DHL once your order has been dispatched. 

If you are concerned about the whereabouts of your order, please contact us using one of the options below.

 

I’ve received a faulty item

 

We’re sorry to hear this! We are happy to sort any issues with faulty items straight away. Please contact us using the options below, alongside:

Your order number

The faulty item’s name

Description and imagery of the fault

 

We will usually replace faulty items free of charge, and, depending on the item and issue, we will arrange collection of the faulty item.

 

I’m not happy with a product I received

 

If you have received your order and are not happy with an item, or it is an incorrect fit we are more than happy to help try and rectify the issue. 

 

You are also within your rights to return it to us within 30 days for a refund.

DELIVERY

How long does delivery take?

 

Orders are usually dispatched within 3 working days of placing your order. Once dispatched your order is handled by our logistics partner, DHL and is usually delivered the next working day.

 

All orders are dispatched from our warehouse in the UK, most orders are currently received within 3-7 working days. You will receive an email with details on how to track your order.

Can I track my delivery?

 

Once we’ve dispatched your order, you will receive an email from DHL with details on how to track your order. Should you want to make delivery changes these will need to be done via DHL as we can no longer control the delivery once it has left our warehouse.

I missed my delivery!

 

Should you be out when your package is delivered y, DHL they will leave a missed delivery note and your package will be taken to your nearest DHL ServicePoint to collect within 7 days.

 

If the package is not collected in time, it will be returned to our warehouse where a refund of your purchase (minus shipping costs) will be given, subject to circumstances.

What countries do you ship to?

 

Generally, we can ship anywhere worldwide from our UK based warehouse. Should we be unable to deliver an order, we will contact you and fully refund your order.

Do I have to pay customs charges?

 

As a European Business, any orders delivered within the European Union are exempt from customs and import charges. 

 

However, if your order is being delivered outside the European Union, you may be required to pay customs and duty fees once the shipment reaches that country. 

 

Additional charges for customs clearance are borne by the recipient; we have no control over these charges and cannot predict what they may be. To find out whether you are likely to end up paying charges, please check your country’s customs and import policy.

Will I be charged VAT if ordering to a non-EU address?

 

For orders to Non-EU addresses, the products will normally be zero-rated and not subject to UK VAT, however to ensure fairness for all our customers, the amount charged for your order will not change.

My order is missing/items are missing from my order

 

On the very rare occasion that your order has gone missing, or you are missing items from your order we will investigate this with the delivery partner to resolve it for you. 

In order to speed up this process we request that you have your order number, shipment reference, details of any missing items and any supporting imagery ready when contacting customer service.

 

My order shows 'Return to Sender' status in tracking information. What does that mean?

 

If your order shows the status ‘Return to Sender’, it means that something went wrong with the delivery of your order by the carrier. Your order has been returned to our warehouse. 

In that case, your order will be processed as a return: as soon as the order has been received in our warehouse, you will be refunded within 7 to 10 working days. You can see when our warehouse received your order in your track and trace code. If it takes a long time before you receive your refund, please contact Customer Support. Don’t worry, you’ll always be refunded in this situation! 

 

At the same time, feel free to reorder from our webshop again. It is the fastest way to receive your items. 

If you want to receive your refund before reordering first, that's of course not a problem.

RETURNS

Am I able to exchange something I’ve bought?

 

At this moment in time, we do not offer straight exchanges/swaps. However, should you be unhappy with a product you are entitled to return it to us within 30 days where we can issue you with a refund.

How do I return an unwanted item?

 

You can return any item that you ordered from us within 30 days from the date you received your order for a full refund (excluding shipping). With the exception of faulty goods, the item(s) returned must be in their original and saleable condition. All packaging and labelling must also be included.

 

To return an item you have purchased from us, please complete the returns slip included in your order (or download a new one here). Our return address is:

 

Returns Department

Merchant Tailor

2, Television Centre, 101 Wood Ln, Shepherd's Bush, London W12 7FR

Do you offer free returns?

 

With the exception of faulty goods, at this moment in time, we do not cover the costs of returning the item to us.

 

We recommend sending the item via a recorded delivery method to allow you to track it. Unfortunately, we cannot accept liability for returned goods that never reach the warehouse or are damaged during their return.

What happens after I’ve returned my item(s)?

 

Once we receive your item back in our warehouse we will issue a refund to the value of the item returned. Upon receipt at our warehouse, standard inspection checks will be carried out in conjunction with the reason specified on the return note. Once approved we will send you a confirmation email and a refund will be processed.

 

Any refund will automatically be issued to the payment method you used to place your original order. This typically takes up to 10 working days, depending on your payment method issuer.

I've returned my item(s) but I've not received a refund

Refunds can take up to 10 working days. Once we have authorised the refund, this is down to your individual payment issuer and we have no control over it. If you still haven't received it after this time, please contact us using the options form.

How do I return a faulty item?

 

We are happy to sort any issues with faulty items straight away. Please contact us using the contact form and inclusive these points:

Your order number The faulty item’s name Description and imagery of the fault

We will usually replace faulty items free of charge, and, depending on the item and issue, we will arrange collection of the faulty item.

 

What should I do if my refund amount is incorrect?

 

We’re really sorry if we’ve made a mistake with your refund. Please contact us using the contact form and we will happily sort it for you as quickly as possible.

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