Shipping Policy

Processing & Dispatch

• Orders are processed within 3 business days (excluding weekends and holidays) after payment confirmation.
  
• Once dispatched, a confirmation email with a tracking number will be sent to you.
  

Shipping Methods & Destinations

• We offer standard, expedited, and international shipping options.
  
• Free shipping is available on all orders.
  
• We currently ship to Australia, New Zealand, Canada, the USA, and the EU. For other locations, please contact us at jenny@merciio.com for assistance.
  

Delivery Timeframes

• Estimated delivery time: 7–15 business days, depending on your location and chosen shipping method.
  
• Please note that delivery times are estimates and may vary due to customs or courier delays.

Customs & Duties

• For international orders, customers are responsible for any customs duties or import taxes imposed by their country.

Lost or Damaged Packages

• If your order arrives damaged or is lost in transit, contact us immediately at jenny@merciio.com. We will work with the courier to investigate and assist with a resolution.

Returns & Refunds Policy

Eligibility

• You may return or exchange regular-priced items within 15 days of receiving your order, provided they are unused, unworn, and in their original packaging.
  
• Final sale items, gift cards, and personalized products are not eligible for return or exchange.
  

How to Return

• To start a return, please email us at jenny@merciio.com with your order number and reason for return.
  
• Once approved, we’ll provide you with a return shipping label and instructions on how to send the item back.
  

Refund Processing

• After we receive and inspect your return, we’ll notify you of approval.
  
• Refunds will be issued to your original payment method within 14 business days.
  
• If the return is due to an error on our part (such as a defective or incorrect item), return shipping costs will be covered by Merciio. For other reasons, the buyer is responsible for return postage.

Support

• For any questions or concerns about shipping, returns, or refunds, please contact us anytime at jenny@merciio.com.

Common FAQs

1. When will my order be shipped?

Orders are usually processed within 3 business days after payment confirmation. Once shipped, you’ll receive a confirmation email with tracking details.

2. How long does delivery take?

Delivery typically takes 7–15 business days, depending on your location. Please note that delays may occur due to customs or courier issues.

3. Do you offer free shipping?

Yes! We offer free shipping on all orders — no minimum spend required.

4. Can I track my order?

Absolutely! Once your order is shipped, you’ll get an email with a tracking number so you can follow your package’s journey.

5. What is your return policy?

You can return or exchange regular-priced items within 15 days of receiving your order, as long as they’re unused, unworn, and in their original packaging.

6. Are sale or personalized items returnable?

Unfortunately, final sale items, personalized products, and gift cards cannot be returned or exchanged.

7. Who pays for return shipping?

If you received a defective or incorrect item, Merciio covers the return shipping cost. Otherwise, customers are responsible for return postage.

8. How long does it take to receive my refund?

Once your return is approved, refunds are issued to your original payment method within 14 business days.

9. What should I do if my order is lost or damaged?

If your package is lost or arrives damaged, please email us right away at jenny@merciio.com, and we’ll help resolve the issue as quickly as possible.

10. How can I contact customer support?

You can reach us anytime at jenny@merciio.com — our friendly team will be happy to assist you.