FAQ

Once your order has shipped, you’ll receive a confirmation email with a tracking link so you can follow your parcel every step of the way. (Lost the email? Simply login to your customer account in the top right)

Delivery times vary by location. Orders within the EU usually arrive within 2–5 business days, while international orders may take longer depending on customs.

Please let us know as soon as possible if you wish to cancel or modify your order. If the order has not yet been scanned by the carrier, we might be able to make changes.

However, if you’ve already received a tracking number, it’s best to attempt any changes directly with the respective courier.

If your order hasn’t arrived within the estimated delivery time, please contact our customer service team. We’ll work with the carrier to resolve the issue.

Yes, we ship to over 70 countries worldwide. You can check at checkout or on our Shipping page to see if we deliver to your destination. Shipping costs and delivery times are calculated at checkout based on your location.

Depending on your country’s regulations, duties and import taxes may apply. These will be clearly displayed at checkout if applicable.

If you receive a product with stains or other defects, we kindly ask you to report this within 48 hours of receipt. You can do so by sending an email to service@themercerbrand.com. Please include your order number and clear photos of the defects.

Please note that we cannot process claims reported more than 48 hours after receipt.

Final Sale items are non-returnable outside the EU. Final Sale items purchased within the EU and UK may be returned. Sale items bought online cannot be returned or exchanged in-store.

Please view our page Returns.

No, online purchases cannot be returned or exchanged in our stores. All returns must be processed through our return portal and with our return label.

Yes, please use our official return label. If you return your parcel without it, we cannot take responsibility if the shipment is lost or delayed.

You’ll receive a tracking number by email or on paper or from the carrier when you drop off your parcel. Keep this safe—it’s your proof of return.

If you're not completely satisfied with your purchase, you may return your order within 30 days of receiving it for a full refund, subject to a return fee of 5 EUR, 5 USD, or 5 GBP, depending on your original payment currency. This fee will be deducted from your refund.

The return fee is listed on our returns page.

No, the shoebox must be placed inside a shipping bag or box. If the shoebox is used as the outer packaging and arrives damaged, we will deduct €5 / $5 / £5 from your refund.

Please include all original documents that came with your order, such as the invoice or packing slip. This helps us process your return quickly and correctly.

Refunds are processed within 10 business days after we receive your return. You’ll get an email confirmation once your refund or store credit has been issued.

Refunds for purchases made with a gift card will be credited back to your gift card balance. Discount codes are valid only once and cannot be reactivated after a return

We can only assist customers who have purchased our products through our official website. If you have purchased an item from us through another retailer and have a complaint, we kindly refer you to the respective store for assistance.

Our shoes are true to size. However, it is important to note that we do not offer half sizes. This means that customers who typically wear a size 40.5 (EU) might prefer to choose a size 41 (EU) based on personal preference. For more info please look at our size guide blog.

Always start by checking the care label inside your item. For more details, visit the product page and look under Care Guide, or head to our Care Guide blog for pro tips on specific materials.

No, we don’t recommend putting the shoes in the washing machine, as the glue may come loose and cause the shoe to fall apart. We use only safe, non-harmful adhesives.

What does that mean? Our glue is not tested on animals and does not contain harmful chemicals that could endanger the health of the workers in our factory. This way, we ensure that our production process is both ethical and environmentally responsible.

Most of our pieces are limited and won’t be restocked. Some carry-over styles do return, but not all. We always recommend signing up for the “Notify me when back in stock” alert—you might get lucky if your size comes back through a return.

Due to recent changes in global trade regulations, we adjusted our prices for orders shipped to the United States, starting May 1st. Unfortunately, it’s out of our hands right now, but hopefully we can change it back in the future.

The price displayed on the website is leading, even if it is higher than the price originally paid for the product.

Unfortunately, we are unable to apply previous prices when exchanging a product for a different size.

Yes, we offer free shipping on orders over 100 USD, EUR, or GBP.

You can find the shipping rates on our Shipping page — they vary by country and order value.

Duties and taxes are calculated based on the items ordered, shipment destination, and the value of the purchase. If duties and taxes are charged at the checkout, they will appear as a separate line item. If they are already included in the product price, there will be a note at the checkout clarifying.

Some countries require duties and taxes to be paid upon delivery and they will be the customer's responsibility. It will be noted at the checkout for full transparency before you order.

The fastest way to reach us is by mailing service@themercerbrand.com and our customer service will gladly assist you with any questions you may have.

Ways to contact us:

• Email: service@themercerbrand.com

• Whatsapp: +31 6 15280729‬

• Phone: ‪+31 6 15280729‬

• Livechat