mercatify

ORDERS & SHIPPING

Shipping Information

Depending on the shipping service selected, orders placed on MERCATIFY are delivered every day of the week. Shipping costs will vary depending on the service selected, as well as the origin and destination of your chosen pieces. Express delivery is available for all destinations and Standard delivery is available in some countries. All relevant delivery options available for your order and to your destination will be displayed at checkout. For those last minute purchases, Same Day delivery and 90 minute delivery are offered in selected cities.

Depending on your location, we also offer a Flat Shipping Fee for orders above the following thresholds:

OCEANIA
  • Australia: 300 AUD

ASIA
  • China, Mainland: 1500 CNY

  • Hong Kong: 2000 HKD

  • Taiwan, Macau: 150 USD

  • Japan: 28000 JPY

  • Russia: 18000 RUB

  • Republic of Korea: 280000 KRW

  • Singapore: 350 SGD

  • Kuwait: 250 USD

  • UAE: 900 UAE Dirham

  • Qatar: 600 Rial

  • Saudi Arabia: 900 Riyal

  • Rest of Middle East: 150 USD

EUROPE
  • United Kingdom: 150 GBP

  • Spain, Netherlands, Italy, Germany, France: 200 EUR

  • Sweden: 1340 SEK

  • Denmark: 1050 DKK

  • Romania: 220 EUR

  • Switzerland: 150 CHF

  • Poland: 600 PLN

  • Rest of Europe: 140 EUR

AMERICAS
  • Canada: 300 CAD

  • United States: 250 USD

  • Mexico: 2600 MXN

  • Brazil: 580 BRL

This means you can purchase multiple pieces from multiple locations for one shipping fee. The amount of the Flat Shipping Fee is based on the lowest shipping option available for the item in your order, which travels the farthest to reach you.

All relevant delivery options available for your order and to your destination will be displayed at checkout.

Shipping Times:

Express Shipping for most of Europe and the USA: delivery within 5-7 days. Rest of the world: delivery within 7-20 days.

Our orders can be delivered by DHL, UPS, or FedEx.



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If you are ordering from within your own customs zone or country, import duties will not be applicable however you may need to pay VAT or local sales taxes.

 

DUTIES & TAXES

If you are ordering from within your own customs zone or country, import duties will not be applicable however you may need to pay VAT or local sales taxes. For the UK and the USA, these are included at the final stage of checkout.

If a DAP (Delivery At Place) destination is selected (i.e. customers outside of the countries listed above), the price you pay to MERCATIFY will exclude all relevant import duties and sales taxes. As the recipient of the order, you must instead pay these duties and taxes directly to our carrier to release your order from customs. As we are unable to advise the exact amount, we recommend contacting your local customs office or tax authority before placing a DAP order.

Order Changes & Cancellations

If you would like to make changes to your order or the arranged delivery time, please contact Customer Service as soon as possible and we will be happy to assist you in any way possible.

If you miss a delivery, we will be in touch with you to arrange another suitable delivery date. If the second delivery attempt is unsuccessful, we’ll return your order to the MERCATIFY partner for a refund.

We can attempt to cancel your purchase if you change your mind, however as Same Day orders are prioritised, cancellations for these orders are not always possible. You can instead return your order for a refund via our free and easy returns service.

Please visit our Returns & Refunds page for further information.

ORDER TRACKING

After placing an order, you will receive an email from us containing all the details of your purchase. We may also be in touch if we need further information to verify your payment. Once your order is approved, the relevant MERCATIFY partner will aim to dispatch it within 2 business days.

Depending on your location, delivery will normally take 7-20 business days from dispatch. We’ll be sure to keep you updated with tracking information and an estimated arrival date. You can also follow the delivery progress under ‘My Orders’ in your MERCATIFY account.

If you order from multiple MERCATIFY partners, please keep in mind that your items will arrive separately. While we aim to always deliver within the specified times, we aren’t responsible for delays due to customs clearance or failed payment approval.



CANCELLATIONS

Changed your mind? Some of our Partners allow you to cancel an item before we prepare your order.

To cancel your order:

  1. Go to ‘Orders & Returns’ if you have an account, or click here if you placed an order as a guest.

  2. Select the items you want to cancel and your reason for cancellation.

  3. We’ll email you a confirmation of your canceled order.

If your order has already been prepared, we can’t cancel your order — but we do offer a Free Returns service. You can find more info on canceling and returning orders in our Return & Refunds Policy.

CUSTOMISED ITEMS

After placing an order, you will receive an email from us containing all the details of your purchase. We may also be in touch if we need further information to verify your payment. Once your order is approved, the relevant MERCATIFY partner will aim to dispatch it within 2 business days.

Depending on your location, delivery will normally take 7-20 business days from dispatch. We’ll be sure to keep you updated with tracking information and an estimated arrival date. You can also follow the delivery progress under ‘My Orders’ in your MERCATIFY account.

If you order from multiple MERCATIFY partners, please keep in mind that your items will arrive separately. While we aim to always deliver within the specified times, we aren’t responsible for delays due to customs clearance or failed payment approval.

CANCELLATIONS

Changed your mind? Some of our Partners allow you to cancel an item before we prepare your order.

To cancel your order:

  1. Go to ‘Orders & Returns’ if you have an account, or click here if you placed an order as a guest.

  2. Select the items you want to cancel and your reason for cancellation.

  3. We’ll email you a confirmation of your canceled order.

If your order has already been prepared, we can’t cancel your order — but we do offer a Free Returns service. You can find more info on canceling and returning orders in our Return & Refunds Policy.

PAYMENT & PRICING

WHY IS MERCATIFY PRICING SPECIAL?

At MERCATIFY , you are shopping pieces from our luxury brands and partners around the globe, expertly curated for you by our team. Prices are determined by each MERCATIFY partner, therefore the price of the same item may vary depending on your location and where you order an item from.

To view the most accurate prices, select your shipping destination .

WHICH CURRENCIES CAN I SHOP IN?

The currency that you shop with 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, though your bank or card issuer may reserve the order amount in your account immediately.

WHICH PAYMENT METHODS DO YOU ACCEPT?

· Visa

· Visa Electron

· MasterCard

· Maestro

· PayPal

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



WILL MY PERSONAL DETAILS STAY SAFE?

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.



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Returns & Refunds

HOW TO RETURN

How to return

As part of our commitment to reducing our carbon footprint, our return instructions are paper free. This benefits our customers, our people and our planet.

Booking your return is free and easy. 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.

 

We are pleased to offer a free returns collection service to all customers for any purchases that meet our Returns Policy.

Your returned item must arrive at the MERCATIFY partner boutique or brand it was ordered from no later than 14 days after your delivery date. We recommend that you book your return pick-up within 2 days of your delivery date to ensure that it arrives at the relevant MERCATIFY partner’s location within 14 days.

 

  1. Go to ‘My Orders & Returns’ if you have an account, or if you placed an order as a guest click here.

  2. Choose a return ‘By courier’ and select the item(s) for return.

  3. Confirm your pick up address and a convenient collection time.

We will send you a collection confirmation email with all the details you need to complete the return. If you are returning items to multiple MERCATIFY partners, you will need to request a separate collection for each one in your MERCATIFY account or here if you placed your order as a guest.

Just to let you know, we can only offer a free returns pick up from the same country your order was delivered to.

 

Our service gives you the flexibility to return your online order at some MERCATIFY partner stores or a courier drop-off point near you. Simply select the ‘Drop-off’ option in your MERCATIFY account, or if you placed your order as a guest click here, and prepare your package with the documents included with your order. Take the return to your chosen location and we’ll do the rest.

For returns above 2500 USD, please contact our Customer Service team for assistance.

Need to reschedule your collection? Head to ‘Orders & Returns’ in My Account, or if you placed an order as a guest click here.



RETURNS POLICY

Returns Policy

Returned items must comply with our returns policy:

  • Items must be returned unworn, undamaged and unused, with all tags attached and the original packaging included.

  • Footwear and accessories must be returned with the original branded boxes and dust bags, where provided, and placed inside a protective outer box for shipping.

  • When trying on footwear, please take care not to mark the soles or damage the shoe box.

  • If an item has a MERCATIFY security tag or brand tag attached, it must be returned with the tag in its original position.

  • Beauty and cosmetic products must be returned unopened and unused, with the seals of any packaging still intact.

  • Hosiery, lingerie and swimwear items must be returned with the hygiene seals attached and in unopened and undamaged product packaging, where applicable.

  • Lingerie and swimwear must only be tried on over your own undergarments. We will not accept any returns that have been worn or are soiled.

  • Due to the nature of face masks, we will not be able to accept returns unless the item is damaged or faulty when delivered to you.

  • The desert and Turkish delights and other food products is not possible to be returned or cancelled

Please take care when trying on your purchases and return them in the same condition you received them. Any returns that do not meet our policy will not be accepted.

If you processed your order through guest checkout please contact our friendly Customer Service to start your return. To return or cancel an item that has been made to your specifications, please view our ‘Customised Items’ section below for further information.

Cancelling an order

Depending on where you live, you can also choose to cancel your order under the CCRs (Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013). If you choose this option we will refund you the full price for any returned item that meets our Returns Policy and the original delivery fee; however, you will be responsible for the cost and arrangement of returning the item(s) to the MERCATIFY partner(s) you ordered from.

Please view our Terms & Conditions for further information on cancelling an order under the CCRs or contact our Customer Service Advisors for assistance.



REFUNDS

 

Once your return has been received and accepted by our partner, your refund will be completed via the original payment method, excluding the delivery costs. We’ll keep you updated every step of the way. You can follow the return of your package with our carrier using the tracking number on your Returns Label, or you can check the status in My Account under ‘Orders & Returns’.

If you are eligible, we may be able to issue your refund as MERCATIFY credit if you prefer; the amount will effortlessly apply at checkout the next time you shop with us.

 

It is our aim that every item arrives in great condition and we hope you’re always thrilled with your purchase. If you receive an item in a flawed or damaged condition, or if it doesn’t quite match the description on site, please advise Customer Service as soon as possible. Where possible we will arrange for a new replacement to be sent to you or a return for a full refund of the defective item.

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 our site.

Will my order be delayed because of Brexit?

IDon’t worry — we’ll get in touch if there are any changes to your order. We’re working closely with our community of boutiques, 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 ?

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 after ?

Yes — orders to and from the United Kingdom 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 European 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. Just to let you know, from 19 December 2020, new return documents will be needed to return your package. 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 from outside of Europe. 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, 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.

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.

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

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

  3. 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 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 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

  • Delta

  • Visa Electron

  • PayPal

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.



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.