Refund policy

At Mercer & Row, we want every order to arrive exactly as expected. If something isn’t right, we’re here to help.

Returns

You may request a return within 14 days of receiving your order.

Once your return has been approved, you will have 14 days to send the item back to us.

To be eligible for a return, items should be returned in the same condition in which they were received: unworn, unused, with original tags attached and, where possible, in the original packaging.

You’ll also need your order number or other proof of purchase.

To request a return, please contact us at Jylaessentials@gmail.com with your order number and reason for return.

Please do not send items back without first contacting us.

Return Shipping

Unless the item is faulty, damaged, incorrect or otherwise required by law, customers are responsible for the direct cost of returning their order.

We recommend using a tracked shipping service, as Mercer & Row cannot be responsible for return parcels that are lost in transit.

Damaged, Faulty or Incorrect Items

Please inspect your order when it arrives.

If your item is damaged, faulty, incorrect or not as described, contact us as soon as possible at Jylaessentials@gmail.com and include your order number and photographs where appropriate.

We will review the issue and arrange an appropriate solution.

Your statutory rights are not affected by this policy.

Exchanges

If you would like a different size or item, please contact us to discuss the available options.

Where an exchange cannot be accommodated, you may return the eligible item and place a new order.

Refunds

Once your return has been received and inspected, we will notify you of the outcome.

Approved refunds will be issued to your original payment method.

Please allow additional time for your bank or payment provider to process and display the refund after it has been issued.

Where required by applicable consumer law, standard outbound delivery charges will also be refunded. Additional amounts paid for premium or expedited delivery are not necessarily refundable beyond the cost of standard delivery.

Non-Returnable Items

Certain products may not be eligible for change-of-mind returns where an exemption applies under consumer law, including personalised or custom-made products and certain sealed goods that cannot be returned for health or hygiene reasons once opened.

This does not affect your rights where an item is faulty, damaged, misdescribed or otherwise covered by your statutory rights.

Sale Items

Sale and promotional items are subject to the same statutory consumer rights as full-price products.

Cancellations

If you need to cancel or amend an order, contact us as soon as possible.

We cannot guarantee that an order can be changed once it has entered processing or been dispatched. This does not affect any cancellation rights you may have under applicable consumer law.