Order Cancellation Policy

You can cancel your order within 24 hours of placing it. Please note that a restocking fee of £20.00 will apply for all canceled orders. After 24 hours, cancellation is not guaranteed as we may have already started processing your order.

We reserve the right to begin processing your order immediately after it is placed. If you wish to cancel, please contact us as soon as possible.

How to Cancel Your Order

To cancel your order, please send an email to support@merciertracksuit.co.uk within 24 hours of purchase. Include your order number and the reason for cancellation. We will confirm your cancellation request and inform you about the restocking fee and next steps.

Please note that once production has started, we cannot cancel the order.

Order Changes and Modifications

You may request changes to your order within 24 hours of placing it. This includes updates to size, colour or delivery address. However, we cannot guarantee any changes if the order has already entered production.

All requests must be sent via email. We reserve the right to accept or reject modification requests based on order status.

Refund Eligibility

Refunds are only available in the following cases:

  • The order does not arrive within the expected delivery timeframe.
  • You contact us within 24 hours of placing the order.
  • The product is received damaged or faulty.

We do not offer refunds for change of mind, once the 24-hour window has passed.

Returns and Damaged Items

If your product arrives damaged or defective, please contact us within 48 hours of receiving it. We may ask for photos as proof.

Products that have been washed, worn or damaged by the customer will not be accepted for return or refund.

Made-to-Order Items

All our products are made-to-order and customised for each customer. As soon as your order is placed, we begin preparing your item for production. This is why cancellations and changes are only possible within the first 24 hours.

We kindly ask all customers to carefully review their order before confirming purchase.

Refund Process for Eligible Returns

If your return is approved and the item is clean and unused, we may issue a partial refund after inspection. The refund will be processed to your original payment method within 5–10 business days.

Please note that shipping costs are non-refundable, and the customer is responsible for return shipping unless the item is faulty.

Our Policies and Customer Guidance

We have clear policies in place to ensure smooth operations and transparency for both our team and our customers. These rules help prevent misunderstandings and ensure timely delivery of high-quality products.

We recommend all customers read this policy before placing an order.

Contact Information

For any questions regarding cancellations, returns or order changes, please contact us at:

Business Address

182 184 High Street North East Ham London E6 2JA