HELP CENTER
Returns & exchanges
Changed your mind or need a different size? Here is everything you need to know about sending an item back.
Last updated 12 June 2026
Start a return
30-day return window
You have 30 days from the delivery date to return most items for a refund or exchange. Items must be unworn, unwashed, and in their original condition with all tags and packaging attached.
Returns started after the 30-day window may be declined, or offered as store credit at our discretion.
What can be returned
Most full-priced items in resaleable condition are eligible for return. For hygiene reasons we cannot accept returns on pierced jewellery, underwear, or grooming products once they have been opened.
Gift cards and items marked final sale are non-returnable unless they arrive faulty.
How to start a return
Arranging a return takes just a few minutes. Follow the three steps below and we?ll email a confirmation once your parcel is on its way.
1
Start online
Sign in to your account, open the relevant order, and select the items you would like to send back.
2
Pack it up
Place the items in their original packaging and attach the prepaid label to the outside of the parcel.
3
Drop it off
Leave the parcel at any partner drop-off point, or book a free collection from your door.
Refund timing
Once your return reaches our warehouse it is inspected within 2 business days. Approved refunds are issued to your original payment method and typically appear within 5 to 10 business days, depending on your bank or card provider.
Exchanges
Need a different size or colour? Start an exchange from your order page and we?ll reserve the replacement while your return is in transit. If the new item costs more you?ll only pay the difference; if it costs less, we refund the balance.
Faulty items
If something arrives damaged or develops a fault, contact us within 30 days of delivery with your order number and a photo. We?ll arrange a free return and send a replacement or full refund, including any original shipping you paid.
Contact
Still have a question about your return? Our support team is available Monday to Friday, 9am to 6pm. Email us or use the live chat in the corner of any page and we?ll be happy to help.
returns@mercato-store.example