RETURNS & REFUND POLICY
At Merritt London, we want you to feel confident when shopping with us. That is why we offer a 30-day money-back guarantee, giving you 30 days from the date your order is delivered to request a return.
This policy is offered in addition to your statutory consumer rights.
REQUESTING A RETURN
You can request a return within 30 days of delivery through our Return Request page or by contacting us at info@merrittlondon.uk.
To help us process your request quickly, please provide:
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Your full name
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Your order number
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The email address used to place your order
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Your reason for returning the item, if you would like to provide one
Providing a reason is appreciated, but not required.
Once your return request has been registered, we will provide clear return instructions and the correct return address.
Please do not send your return before receiving these instructions.
RETURN CONDITION
We understand that you may need to try an item on to decide whether it is right for you.
Returned items should be unworn beyond reasonable try-on, unwashed and in their original condition. Where possible, please return the item with its original tags and packaging.
If an item has been handled beyond what is reasonably necessary to inspect or try it on and this has reduced its value, an appropriate deduction may be made where permitted by law.
RETURN SHIPPING
For change-of-mind returns, including items that do not fit as expected or are simply no longer wanted, return shipping costs are paid by the customer.
Change-of-mind returns are handled through our international returns facility in Asia. The full return address and clear instructions will be provided once your return request has been registered.
Keeping change-of-mind return postage with the customer allows us to continue offering Free Standard Delivery on all UK orders.
We strongly recommend using a tracked postal service and keeping your proof of postage until your refund has been completed.
We do not charge any restocking fees.
DAMAGED, FAULTY OR INCORRECT ITEMS
Please inspect your order when it arrives.
If an item is damaged, faulty, not as described or you have received the wrong item, please contact us as soon as possible at info@merrittlondon.uk.
We may ask for photographs or additional information so that we can assess the issue and find the most suitable solution.
Where your statutory consumer rights apply, Merritt London will cover reasonable return costs where required.
EXCHANGES
If you would like to exchange an item for a different size, colour or style, please contact us at info@merrittlondon.uk.
Please include your name, order number, email address used for the order and the item you would like to exchange.
We will always do our best to help you find the most suitable solution and will provide you with the appropriate instructions.
Exchanges are subject to product availability and cannot be guaranteed.
For change-of-mind exchanges, return shipping costs are paid by the customer.
ORDER CHANGES & CANCELLATIONS
Orders enter processing shortly after they are placed.
If you have placed an order incorrectly, selected the wrong size or colour, entered incorrect details, or would like to make a change, please contact us as soon as possible at info@merrittlondon.uk.
Please include your order number and the email address used to place your order.
We will always do our best to amend or stop your order before dispatch, but we cannot guarantee that changes or cancellations can be completed once processing has begun.
If your order has already been processed or dispatched, it may need to be delivered before it can be physically returned to us.
This does not affect your statutory cancellation rights.
UNDERWEAR AND HYGIENE ITEMS
For health and hygiene reasons, sealed underwear or other hygiene-sensitive items cannot be returned once the hygiene seal has been removed, unless the item is faulty or your statutory consumer rights otherwise apply.
REFUNDS
Once your return arrives at our returns facility, it will be inspected and, if everything is in order, your refund will be processed within 1 business day of arrival.
Your refund will always be issued to the original payment method used for your order.
Once your refund has been processed, you will receive a confirmation email from us.
Depending on your bank, card issuer or payment provider, it may take several additional business days for the refunded amount to appear in your account.
Where your statutory cancellation rights apply, refunds will always be processed within the timeframes required by UK consumer law, including where proof that the goods have been returned means a refund becomes due before the parcel reaches our returns facility.
Optional Express Delivery charges are not refundable beyond the cost of our basic delivery service, which is Free Standard Delivery.
YOUR RIGHT TO CANCEL
For most goods purchased online, UK consumers have a statutory right to cancel their order without giving a reason. This right begins when the contract is formed and normally ends 14 days after the goods are received.
After notifying us that you wish to cancel, you normally have a further 14 days to return the goods.
Our 30-day money-back guarantee gives you additional time to request a return and does not limit your statutory consumer rights.
NEED HELP?
If you have any questions about a return, exchange, cancellation, refund or your order, please contact us at:
We are always happy to help.