Refund policy
At Alden Mercer, we strive to deliver the highest quality clothing, bags, footwear, accessories, and more to our valued customers. We believe that customer satisfaction is of utmost importance, and we want you to be fully satisfied with your purchase. However, we understand that there may be instances where a refund is necessary. Hence, we have developed the following refund policy to ensure a smooth and hassle-free experience for both parties.
1. Eligibility for Refunds
1.1. You may be eligible for a refund if:
- a) The purchased item is defective, damaged, or not as described on our online store.
- b) You received an incorrect item that differs from what you ordered.
2. Requesting Refunds
2.1. To initiate a refund, you must contact our customer support team within 14 days of receiving the item(s) by sending an email to support@aldenmercer.co.uk.
2.2. In your refund request, please provide the following information:
- a) Order number
- b) Name and contact details
- c) Detailed explanation of the issue with the product(s)
3. Refund Process
3.1. Our customer support team will review your refund request and respond to you within 2 business days, informing you of the next steps to be taken.
3.2. If your refund request is approved, we will provide you with instructions on how to return the item. All returns must be sent to: 34 Neal Street, Seven Dials London WC2H 9PS, United Kingdom
3.3. Once the returned item(s) have been received and inspected, we will process the refund accordingly.
3.4. Refunds will be issued in the original form of payment used during the purchase. Please allow up to 7 business days for the refund to be credited to your account, depending on your card provider.
4. Non-Refundable Items
4.1. Certain items are non-refundable, including but not limited to:
- a) Custom products or personalized items
- b) Personal care goods such as beauty products
- c) Sale items or gift cards
5. Return Shipping Costs
5.1. If your refund request is approved, the return should be via Royal Mail Special Delivery Guaranteed. Return shipping is at your cost. Once we receive and inspect the product(s) to ensure they're unused and in original condition, we'll issue your refund minus a 30% restocking fee.
6. Exchange Policy
6.1. If you wish to exchange the purchased item for another item from our store, please contact our customer support team, and they will assist you with the exchange process. The fastest way to get what you want is to return the item you have and make a separate purchase for the new item.
Note: Alden Mercer reserves the right to modify or update this refund policy at any time without prior notice. Any changes made will be effective immediately upon posting on our website. It is recommended to review this policy periodically.
If you have any additional questions or concerns regarding our refund policy, please contact our customer support team at support@aldenmercer.co.uk. We are committed to providing you with exceptional customer service and will be happy to assist you.