Returns and Refunds

Merciae Online Clothing Brand - Return Policy

Last edited on 8/29/23 

At Merciae, we are committed to providing you with high-quality clothing and exceptional customer service. We understand that sometimes you may need to return or exchange an item, and we have created the following return policy to make the process as smooth as possible. Please read this policy carefully before making a purchase.

1. Eligibility for Returns and Exchanges ( US orders only):

  • We accept returns and exchanges within 30 days from the date of purchase.
  • Items must be in their original condition, unworn, unwashed, unaltered and with all original tags attached.

2. Non-Returnable Items:

  • The following items are not eligible for return or exchange:
    • Orders made outside of the United States are non-refundable.
    • Intimate apparel (underwear, lingerie, etc.).
    • Items marked as "Final Sale" or "Non-Returnable."
    • Items that have been heavily worn, washed and used.
    • Consumables such as foods and liquids 

3. Return Process:

  • To initiate a return or exchange, please email us at houseofmerciae@gmail.com and follow the instructions provided.
  • Pack the item securely in its original packaging along with a copy of the packing slip or order confirmation email.
  • Ship the package to the address provided in the return email.
  • We recommend using a trackable shipping method for your return.

4. Refunds:

  • Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.
  • If your return is approved, a refund will be processed to your original method of payment within 10 business days. Please note that it may take some time for the refund to be reflected in your account, depending on your bank or credit card company's policies.

5. Exchanges:

  • If you wish to exchange an item for a different size, color, or style, please indicate your preference on the packing slip or in the return portal.
  • Exchanges are subject to availability. If the requested item is not available, a refund will be issued instead.

6. Return Shipping:

  • Customers are responsible for return shipping costs, except in cases where the item received was incorrect, damaged, or defective. In such cases, please contact our customer service team for assistance.

7. Damaged or Defective Items:

  • If you receive a damaged or defective item, please contact our customer service team within 7 days of receiving the item. We will provide instructions for returning the item and arrange for a replacement or refund.

8. International Orders ( PLEASE READ):

  • International customers are responsible for all return shipping costs, customs duties, and taxes associated with their order. Merciae will attempt to negotiate with the respective countries on behalf of the customer.

9. Contact Us:

  • If you have any questions or need assistance with your return, please contact our customer service team at houseofmerciae@gmail.com 

10. Changes to the Return Policy:

  • We reserve the right to modify or update this return policy at any time. Any changes will be posted on our website, and the effective date will be indicated.

Thank you for choosing to shop Merciae. We appreciate your business and are here to assist you with any return or exchange inquiries.