Cart
Just added to your cart
From orders and shipping to returns and exchanges, here’s everything you need to know about shopping with The Mercer Brand—all in one place.
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.
For orders shipped outside the European Union, import duties, taxes, and customs fees may apply.
For most destinations, these charges are calculated and included at checkout, so you won’t face unexpected costs upon delivery.
However, for certain countries (including Curaçao, Georgia, Algeria, and Tunisia), duties and taxes cannot be guaranteed in advance and may be charged by local customs authorities upon arrival. Any such additional charges are the responsibility of the customer.
We recommend checking your country’s import regulations before placing an order. The Mercer Brand has no control over customs procedures, duties, or potential delays and cannot be held liable for them.
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.
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
Refunds can only be processed within 180 days of the original transaction due to limitations set by payment providers. After this period, the payment system no longer allows refunds to be issued to the original payment method.
Please note that this technical limitation does not change or extend the return period of 30 days stated in our return policy.
If a refund needs to be arranged after this period, please contact our customer service team so we can review the available options.
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.
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 over different thresholds:
● European Union: Free shipping on orders over €180
● United States: Free shipping on orders over $230 USD
● United Kingdom: Free shipping on orders over £200 GBP
● Switzerland: Free shipping on orders over 180 CHF
● Canada: Free shipping on orders over $300 CAD
● Hong Kong: Free shipping on orders over 2,000 HKD
● Saudi Arabia: Free shipping on orders over 850 SAR
● United Arab Emirates: Free shipping on orders over 850 AED
● Qatar: Free shipping on orders over 850 QAR
● Norway: Free shipping on orders over 3,000 NOK
Other International Destinations
Free shipping typically applies to orders over €250 EUR (or the local currency equivalent).
Shipping costs for orders below these thresholds are calculated at checkout. For orders outside the EU, import duties and taxes may apply unless stated otherwise.
You can find the shipping rates on our Shipping page — they vary by country and order value.
For orders shipped outside the European Union, import duties, taxes, and customs fees may apply.
For most destinations, these charges are calculated and included at checkout, so you won’t face unexpected costs upon delivery. However, for certain countries (including Curaçao, Georgia, Algeria, and Tunisia), duties and taxes cannot be guaranteed in advance and may be charged by local customs authorities upon arrival.
Any such additional charges are the responsibility of the customer.
We recommend checking your country’s import regulations before placing an order. The Mercer Brand has no control over customs procedures, duties, or potential delays and cannot be held liable for them.
Yes. Canadian shoppers are eligible for a
full refund of any duties and taxes paid when returning an 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
• Phone: +31 6 15280729
• Livechat
If your question isn’t covered here, our team is just a message away. We’re happy to assist with anything you need—so you can focus on enjoying your new pieces.
