Overview

How to cancel your order, or return or exchange a product.

Cancelling your order

You have 1 hour from ordering your item to cancel it. After that time we cannot guarantee that your order can be cancelled as it may already have begun production. If that is the case, your order will be sent to you and a refund will not be provided.

If your item is NOT personalised:

If already received, repackage the item up and send it back to us at the stated returns address within 14 days of receiving the item and letting us know that you want to cancel your order and return the product (we recommend you use a signed-for delivery service with proof of postage). Please note that you will have to bear the direct cost of returning the product.

Once we receive the item we will process the refund directly to your payment card, provided that the item arrives with us undamaged and in a re-saleable condition.

Please don’t destroy or throw away any product, even if it’s faulty, before you’ve spoken to us and agreed that doing so won’t affect any refund you may be entitled to.

If your item is personalised:

Unfortunately, some items are non-cancelable and non-refundable:

Anything that’s made to your specific requirements, is personalised or otherwise can’t be resold due to a bespoke element,

Perishable products (like food or flowers),

Creative pieces that are specially commissioned when you place an order, like art, sculpture and ceramics,

Personal items sold with a hygiene seal (like cosmetics or underwear) where the seal is broken.

To avoid disappointment, please check whether an item is cancelable or non-cancelable before ordering.

If you have received an item listed above that is faulty in any way, please contact us by emailing hello@themerchlabs.com so that we can discuss arrangements for returning the product(s).

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at hello@themerchlabs.com.

Shipping returns

To return your product, you should get in touch with us to discuss by emailing hello@themerchlabs.com.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.