Return and refund policy

Please read this policy carefully before placing your order. By completing your purchase, you agree to the terms outlined below. No exceptions will be made.

 

Return Timeframe

You have 60 days from the date of delivery to request a return.

Unfortunately, if more than 60 days have passed, we are unable to offer a refund or exchange.

 

Return Conditions

To qualify for a return:

  • The item must be unused, unworn, and returned in its original packaging.

  • Items that are hygiene-sensitive (e.g. personal wear) must be thoroughly cleaned before initiating a return.

 

Damage from Personal Use

Mill & Mercer is not responsible for any damage caused by:

  • Incorrect use

  • Negligence

  • General wear and tear

Only manufacturing defects are eligible for return under this policy.

 

Non-Returnable Items

For hygiene reasons, the following items cannot be returned:

  • Underwear

  • Lingerie

  • Other sealed personal products once opened

 

How to Request a Return

To start a return, please email us at support@millandmercer.com with the following details:

  • Your order number

  • Reason for return

  • A clear photo of the item (especially if damaged or defective)

  • Your contact information

 

Refunds

Once we’ve received and inspected your return, you’ll be notified via email of the outcome:

  • If approved, your refund will be processed within 60 days, and the amount will be credited to your original payment method.

 

Missing or Delayed Refunds

If you haven’t received your refund within 60 days:

  1. Double-check your bank or credit card statement.

  2. Contact your payment provider.

  3. If the issue persists, email us at support@millandmercer.com.

 

Return Shipping Costs

  • The cost of returning an item is the customer’s responsibility.

  • We recommend using a trackable shipping method, as we cannot be held responsible for returns lost in transit.

Return Address

Returns must be sent to our international fulfilment centre.

Shipping costs start from approximately £20, depending on your location.

 

Faulty or Incorrect Items

If you receive a damaged, defective, or incorrect product:

  • We will ship a replacement free of charge.

  • If the same issue occurs again, you will receive a full refund.

 

Order Cancellations

Orders may only be cancelled within 24 hours of being placed.

Due to our automated system, cancellations after this window are not possible.

 

Questions?

For further assistance, please contact our support team at:

support@millandmercer.com