FAQ

For Dutch orders you can view your order tracking through this link.

For information on international orders here.

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 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.

When returning the product, we kindly request that you also include the documents provided in the box.

You can return your order at our clubhouse in Amsterdam or at the nearest DHL Parcelshop. For Dutch orders, request your DHL return label through the Dutch return portal, and for international orders, use the global return portal.

We apologize for any issues you've encountered with your order, refund, or exchange. Our Customer Service team is available to address any concerns or questions you may have. 

Please reach out to our team using the email service@themercerbrand.com, and we will promptly investigate the issue for you.

Don't forget to include your order number (this number starts with MERCERXXXX) and a brief description of the problem you're facing. Our team is committed to resolving the issue swiftly and finding a solution that meets your needs.

If you receive a product with stains or other defects, we kindly ask you to report this within 24 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 24 hours after receipt.

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

We charge 5 USD, 5 EUR, or 5 GBP, depending on your location, with free shipping on orders over 100. For Express orders, the cost is 15 USD, 15 EUR, or 15 GBP.

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.

We ship globally with no hidden fees or additional costs. You can find a complete list of countries we ship to on our shipping page. We do not ship to:

• Afghanistan
• Belarus
• Bonaire, Saint Eustatius and Saba
• Congo, Democratic Republic
• Mali
• Micronesia
• Myanmar
• Netherlands Antilles
• Niger
• Russia
• Somalia
• Sudan
• Ukraine

Global-E is our international shipping partner and handles all transactions outside of the EU. Incase you think you haven't received your refund, please search on this name.

Any product purchased on www.themercerbrand.com can be exchanged or returned in-store. However, it is necessary to bring the original purchase receipt. Additionally, it is crucial that the shoes are returned in their original condition and the packaging is in good condition. The refund cannot be processed directly in the store. It will appear back in your account within a few working days from the moment of return.

Note: Sale items purchased via the website cannot be returned in-store.

Unfortunately, this is not possible. The only way is to return to the store where the purchase was made.

For detailed information about our return policy, please visit our returns page.

If you have already placed and received an order, please follow the return steps in our returns portal.

Once we receive a return, we have 7 business days to process it. It can take up to 10 business days for the money to appear in the customer's account. Please refer to our return policy for more information. 

It's not possible to exchange an online order online. To do so, you'll need to return the received item and place a new order for the correct item. However, you can exchange or return your order at our Clubhouse in Amsterdam.

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.

It is important to clean the material very gently. We strongly advise against putting the shoes in the washing machine. The best method is to use a lukewarm microfiber cloth and gently wipe over the fabric. You can add a bit of dish soap to the lukewarm cloth, dampen it, and then carefully clean the shoe.

For the Re-Run Pineapple model specifically, we advise the following care instructions: use a natural, colorless wax to maintain the hydration and appearance of Piñatex Original/Mineral. Apply a small amount of your chosen wax using a clean cloth, then allow it to dry. For Piñatex Metallic/Performance versions, wipe the surface with a damp cloth and mild soap. It's important to note that this model is not waterproof. Therefore, if waterproofing is desired, an additional waterproofing agent should be applied to the material.

Our customer service can be reached by email service@themercerbrand.com and they will gladly assist you with any questions you may have.