mercatify

FAQs

FAQs

Will prices on Mercatify increase?

We will always offer you the best price available to your destination at the time of purchase. To view the most accurate prices, select your delivery destination at the top left corner of our site.

Will my order be delayed?

If you placed an order after and there may be some slight delays. Don’t worry — we’ll get in touch if there are any changes to your order. We’re working closely with our community of brands and delivery partners to get your order to you as soon as possible. When your order is on its way, you’ll receive a confirmation email.

How can I check the orders I placed before Turkish Exporter?

To check your order history, head to ‘Orders & Returns’ in your account. If you placed an order as a guest, contact our Customer Service team.

Do I need any additional documents to return an item?

Yes — orders to and from Mercatify will need a return invoice. You should’ve received the updated document but, if you need to reprint it, just head to ‘Orders & Returns’ in your account. If you placed an order as a guest, click here — you’ll need to provide your order reference and email address.

I’ve returned my order. What happens if it’s delayed?

You may experience some unexpected delays if your return is on its way to one of our partners. You can follow the progress of your package with our delivery partner using the tracking number assigned to your returns label. As soon as it’s accepted by our partner we will send an email to confirm your refund. They will be available in ‘Orders & Returns’ if you have an account, or if you placed an order as a guest click here.

Will you still offer a free returns service?

Our free return service will still be available to all our customers.

How much will I be charged for shipping?

This varies depending on the size, weight and destination of your chosen items, and the cost will appear at the checkout. The good news is we offer One Shipping Fee for orders above a certain threshold – this means you can purchase multiple pieces from multiple locations for one fee.

My order has been shipped. Will I have to pay any additional charges?

We will notify you during the checkout process if import duties are included or whether you may have to pay additional charges to receive your item. You may need to pay duties and sales tax directly to our delivery partners to release your order from customs upon arrival. Mercatify has no control over these charges and so can’t advise on their amount.

After Mercatify, do I need to pay taxes and duties when I place an order?

Mercatify ships to the following destinations on a DDP (Delivery Duties Paid) basis:

European Union, The United Kingdom, USA, Canada, China Mainland, Australia, New Zealand, Puerto Rico, Brazil, Switzerland, Singapore, Republic of Korea, Kuwait, Qatar, Israel, India, Lebanon, Norway, Saudi Arabia, Taiwan Region, Thailand, U.A.E, Japan, Mexico, Argentina, Chile, Colombia, Spain – Canary Islands, Hong Kong SAR, Egypt, Isle of Man, San Marino & Bahrain, Russia, Belarus, Ukraine.

This means that all applicable taxes and duties are included in the final purchase price when you place your order and there are no additional costs due upon delivery.

If a DAP (Delivery At Place) destination is selected, the price you pay to Mercatify will exclude all relevant import duties and sales taxes. As the recipient, you’ll need to instead pay these directly to our carrier to release your order from customs upon arrival.

For Turkish customers, Mercatify does not collect sales or use tax in all states. Your purchase may be subject to sales or use tax, unless your state is exempt from taxation. Many states require a sales/use tax return filing at the end of the year for taxable purchases that were not taxed (including internet purchases) and payment of use tax on those purchases.

For more details, please contact your local customs office/respective tax authority or view our Duties and Taxes information.

If I’m returning my order, will the duties I originally paid be refunded?

Yes, your refund will include any taxes and duties you paid in the original purchase price. We’ll refund this to your original payment method, excluding any shipping costs. Refunds can take up to 14 days, depending on your payment provider. For more info, head to Returns & Refunds.



How to shop & place an order

Do I need an account to place an order?

No, all you need is an email address. We recommend that you register for an account to start adding pieces to your Wishlist, but, you can also place and track orders as a guest and sign up at a time that suits you.

I have forgotten my password: what should I do?

Simply follow the ‘Forgot your password?’ link on our Sign In page and enter your email address. You’ll then receive an email to reset your password.

How do I receive Mercatify email updates?

Stay informed of new arrivals, trends and exclusive promotions by entering your email address at the bottom of our homepage. You can then manage your email preferences under ‘My Account’.

How do I place an order on your site?

It’s easy! Here’s how:

  1. Choose a category or designer from the top navigation menu or search to explore a specific style or trend.

  2. Select your desired piece and click ‘Add to bag’. Once you’ve added all items, it’s time to checkout under ‘Summary’.

  3. Sign in to your account or, if you’ve not yet created one, proceed via guest checkout.

  4. Enter your address, payment method and delivery details to complete your order. That’s it – we’ll confirm the order and it will be carefully prepared and shipped to you, with updates every step of the way.

Can I place an order over the phone?

Sure! Our friendly Customer Service Advisors are happy to assist you with this.

Where can I find size & fit advice?

Click on ‘Size Guide’ on the item’s page to view our conversion chart. We also provide fit information and model measurements for each style under the ‘Size & Fit’ tab.

Can I cancel my Mercatify order or make changes to it?

Yes, you might be able to cancel some items before we prepare your order. Just head to ‘Orders & Returns’, or click here if you placed an order as a guest. We can’t add items to an existing order, but you can place a new order for any additional pieces. You can find more info in our Return & Refunds Policy.

MERCATIFY pricing & payment

Why is MERCATIFY pricing special?

It’s down to our unique business model. At Mercatify, you are shopping pieces from our luxury brands and partners worldwide, expertly curated for you by our team. Prices are determined by each MERCATIFY partner, so the price of the same item may vary depending on where it’s coming from and your location. That’s also why placing an item in your shopping bag or Wish list won’t reserve it at a particular price.

Although we don’t have any control over price variation, we will always offer you the best price available to your destination at the time of purchase. To view the most accurate prices, select your delivery destination at the top left corner of our site.

Please note: Placing an item in your shopping bag or wishlist does not reserve it at a particular price.

Which currencies can I shop in?

This is determined by your shipping destination and will be displayed at checkout before completing your purchase. If your local currency is unavailable, your order will be charged in EUR for a competitive exchange rate.

When will my card be charged?

If you pay by debit card or PayPal, MERCATIFY will take payment at the point your order is placed on our site. If you pay by credit card, full payment is usually taken once your order is ready for shipping, but your bank or card issuer may reserve the order amount in your account immediately.

What payment methods do you accept?

  • Visa

  • MasterCard

  • American Express

  • Delta

  • Visa Electron

  • PayPal

We only accept 100% payment.

For your safety, security checks are taken on all payments made to us at the time of purchase.

Will my personal details stay safe?

Absolutely. We keep your personal data private and confidential and only give it out with your consent or if legally permitted to. For further details, please see the MERCATIFY Privacy Policy.



Product availability & authenticity

Are you going to have my size again?

You can be the first to know! To be notified if a sold-out item becomes available again, click on ‘Size Unavailable?’ on the item’s page, select the size you need, and then enter your email address.

Can I reserve an item to buy later?

We aim to provide a fair opportunity to shop our most in-demand styles and as items are often limited, we don’t offer reservations.

Are MERCATIFY items authentic?

100%. Our offering is expertly curated from the best luxury fashion around the globe and we guarantee all items are authentic.

How will my order be packaged?

Your order will be carefully packaged in a protective MERCATIFY box — with branded dust bags if provided by the designer — to ensure it arrives to you in great condition.



Shipping, taxes & duties

What does Climate Conscious Delivery mean?

As of April 1 2020, we’re investing in global environmental projects to balance out the carbon impact of every single delivery and return we make. Head to our Climate Conscious Delivery page for more information.

How much will I be charged for shipping?

This varies depending on the size, weight and destination of your chosen items, and the cost will appear at the checkout. The good news is we offer One Shipping Fee for orders above a certain threshold – this means you can purchase multiple pieces from multiple locations for one fee.

Find out more about One Shipping Fee.

Do you offer same day delivery?

We offer a same day delivery service in some of the world’s major cities – including Berlin, London, Manchester, Paris, Los Angeles, New York, Miami, Milan, Rome, Barcelona, Madrid, Hong Kong SAR, Dubai and Shanghai — when you shop from a MERCATIFY partner in that city. Simply order before 11am to receive delivery that same day, and after 11am for the next business day. Need more information? It’s here.

When will I receive my item and how can I track delivery?

Once your order is confirmed, we’ll dispatch it within 2 business days. Delivery takes 2-7 business days, depending on your location and chosen shipping method. If you ordered from multiple MERCATIFY partners, your items will arrive separately and you’ll receive separate delivery notifications.

Tracking information and an estimated delivery date will be provided. You can also follow its journey by heading to ‘My Orders’ in your account. Opted for guest checkout? Track your MERCATIFY order status here.

Will I need to pay taxes and duties?

MERCATIFY ships to the following destinations on a DDP (Delivery Duties Paid) basis:

European Union, The United Kingdom, USA, Canada, China Mainland, Australia, New Zealand, Puerto Rico, Brazil, Switzerland, Singapore, Republic of Korea, Kuwait, Qatar, Israel, India, Lebanon, Norway, Saudi Arabia, Taiwan Region, Thailand, U.A.E, Japan, Mexico, Argentina, Chile, Colombia, Spain – Canary Islands, Hong Kong SAR, Egypt, Isle of Man, San Marino and Bahrain.

This means that all applicable taxes and duties are included in the final purchase price when you place your order and there are no additional costs due upon delivery.

If a DAP (Delivery At Place) destination is selected, the price you pay to MERCATIFY will exclude all relevant import duties and sales taxes. As the recipient, you’ll need to instead pay these directly to our carrier to release your order from customs upon arrival.

For US customers, MERCATIFY does not collect sales or use tax in all states. Your purchase may be subject to sales or use tax, unless your state is exempt from taxation. Many states require a sales/use tax return filing at the end of the year for taxable purchases that were not taxed (including internet purchases) and payment of use tax on those purchases.

For more details, please contact your local customs office/respective tax authority or view our ‘Duties and Taxes’ information.

Why can’t certain items be shipped to me?

While MERCATIFY ships internationally, the brands on our site can determine where their pieces are distributed — so some may not be available to purchase in all regions. A selection of beauty products and exotic items may also be restricted by local customs in the country you are shipping to. Need to know more? Contact us.



Returns & refunds

What is MERCATIFY`s returns policy?

We offer a full refund (excluding delivery costs) on any items returned to us within 14 days of the delivery date, and provide a free pick-up service for all returns for your convenience. To create a return, go to ‘My Orders & Returns’ in your account, or head here if you checked out as a guest.

It’s best to book your collection within 4-7 days of delivery — this is to ensure your package arrives within the required time frame. We are unable to process exchanges, and all returned pieces must be unworn, undamaged and unused, with all tags attached with its original packaging. You can find more info on returning an order in our Returns & Refunds Policy.

How do I book a free collection or return in store?

To request a return, go to ‘Orders & Returns’ if you have an account, or click here if you placed an order as a guest. For our complimentary pick-up service, select ‘By courier’ and choose a collection date. We’ll then send you a confirmation email with the next steps.

If you would prefer to drop off your return, select ‘In-store’ instead. Prepare your package with any original documents and take it to your chosen location along with your return confirmation email. Returns shipped within the US can be conveniently dropped off at any UPS or FedEx store.

How do I return my item?

Here’s what you need to do:

  1. Go to ‘Orders & Returns’ if you have an account. If you placed your order as a guest click here – you’ll need to provide your order reference and email address.

  2. Find the order you want to return and click ‘Return item(s)’.

  3. Select each item and your reason for returning.

  4. Place each item you’re returning with all original packaging inside the MERCATIFY box.

  5. Prepare your package by attaching your return label to the outside of your MERCATIFY box.

How do I package my item for return?

Simply follow these steps to prepare your item:

  1. Place any unwanted items with original packaging inside the protective MERCATIFY box and leave it open until the driver has checked the contents.

  2. Attach the return label and a signed copy of the return note to the outside of the MERCATIFY box. Please do not attach any labels to an item’s branded box.

If you are returning to multiple locations, please pack the items separately for each of our partners, with a corresponding return label attached to the outside of each box.

Find out more about preparing your parcel for a return.

Does my order need to be returned in the MERCATIFY box it arrived in?

We recommend returning your item in the MERCATIFY box provided, but if you’re unable to do that, please find a suitable box so that items are returned in perfect condition. Items must be returned undamaged and unused, with all tags attached, including original packaging and branded boxes.

Will the courier collect multiple packages?

Yes. Your courier may be able to collect multiple packages but if you’re returning items to multiple MERCATIFY partners, you’ll still need to request a separate collection for each one in your MERCATIFY account or if you placed your order as a guest click here.

When will I receive my refund?

Refunds are issued via the original payment method and will normally appear within 10 business days, depending on the processing time of your payment provider.

You can follow the progress of your package with our courier using the tracking number assigned to your returns label. As soon as it’s and accepted by our partner we will send an email to confirm your refund.

To ensure your refund is as quick as possible, it needs to meet the conditions of our Returns & Refunds Policy.

Will shipping & duties be refunded on return?

While we offer free returns for all orders, the original delivery cost won’t be included in your refund. If you have shipped an order to a DAP (Delivery At Place) destination, taxes and duties are non-refundable through FARFETCH. You may be able to recover these by contacting your local customs office directly. If you have shipped an order to a DDP (Delivery Duties Paid) destination, taxes and duties are refundable through FARFETCH.

Can I return my customized item?

We are unable to accept returns as customized pieces are created to your specification and taste.

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