Returns Policy

What is your returns policy?

ONLINE PURCHASES ONLY: We hope that you love your purchase, but understand that sometimes things just aren’t quite right. MerseyMade’s returns policy means you have 14 days from receipt of the product to let us know you want to return an item, and a further 14 days to return the product to MerseyMade for a refund, subject to the exclusions outlined below.

IN STORE PURCHASES: We are unable to offer refunds on purchases made in-store. We may offer an exchange for an alternative item from the same artist/ maker, within 7 days of purchase. Earrings and ear-cuffs cannot be returned or exchanged.

What products can’t I return to MerseyMade?

The below are non-cancellable and non-refundable:

• Perishable products such as food, plants, perfumes and toiletries
• Personal products e.g. earrings, ear-cuffs
• Personalised products and products made to order
• Any product that has been used, returned without original packaging or tags or is returned in an unsaleable condition. Faulty items must be returned in their original packaging.

I would like to return my product to MerseyMade, what do I need to do?

ONLINE ONLY: To return your product/s, please follow these simple steps:

Contact us at hello@merseymade.uk with your order number and reasons for return.
Send your product back to the MerseyMade at the address details we give you, within 14 days of notifying us of your intention to return. We recommend you send your product by recorded delivery, and retain proof of postage just in case anything goes missing.
Ensure returned products are sent and received in their original packaging and in a re-sellable condition.
On receipt of the returned product, MerseyMade will refund your payment to your original payment method. You should receive your refund within 3-5 working days of the product arriving at MerseyMade. We will contact you if there is an issue with your return.

IN-STORE: Please call in within 7 days to discuss whether we can offer an exchange. You will need to bring proof of purchase.

Can I return a product for an exchange instead of a refund?

If you wish to exchange a product, please return your item by following the standard returns procedure and place a new order for your replacement item through MerseyMade.uk – a refund will be issued for the cost of the items purchased, but our delivery charges are non-refundable.

Have you received my returns?

ONLINE ONLY: As soon as your returned products have been received by MerseyMade, we will contact you by email to let you know that your return has been received and your refund has been processed. Please allow 3-5 working days for the refund to be processed by your payment provider.

If you would like to know exactly when your return is received by MerseyMade we would advise sending your returns by a tracked service.

Return Shipping Refunds

ONLINE ONLY : If your product is damaged, faulty, or you have received an incorrect product, MerseyMade will refund the cost of return shipping. However, this must be reported using our Returns form and our team will assist from there. Faulty items must be returned in their original packaging.

If you are returning a product for any other reason (e.g. it is different to expected or doesn’t fit), then we are sorry but as small business we are unable to cover the cost of return.

IN-STORE: Purchases made in store, must be returned to us in person in the shop.

When will my refund come through?

ONLINE ONLY: Once we have confirmed the refund has been processed please allow 3-5 working days for the funds to be received back into your payment account.

I have further questions on your Returns policy

If you have any questions on our Returns policy that have not been answered above, please email hello@mersemade.uk