** FREE SHIPPING WORLDWIDE ON ORDERS OVER £20 **



FAQs

Delivery: 

 

• What is this store's return and exchange policy? 

Our policy lasts 30 days. If 30 days have gone by since your purchase was delivered, unfortunately we can’t offer you a refund.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. 
Several types of goods are exempt from being returned.  
To complete your return, we require a receipt or proof of purchase. You must include your receipt in the return package, with the item you wish to return specified. If your package did not come with a hard-copy of your receipt, please print out your order confirmation email and include this.
Please send your purchase to 13 Woodlands, Woking, Surrey, GU22 7RU, UK
There are certain situations where only partial refunds are granted:
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

• Do you accept orders placed outside of the UK?
Yes! We ship worldwide.

• How much does delivery cost?
We provide worldwide free shipping! 

• How long will it take to receive my order?

    Processing time: Order verification, tailoring, quality check and packaging.
    All orders are sent to our Chinese manufacturer for dispatch, usually within 10 days after order confirmation, under normal circumstances. Our manufacturer process the orders, which is included in this time.
    Please note; the impact of COVID-19 has impacted the shipping times therefore please allow up to 14 days for your order to be shipped. 
    Shipping time: This refers to the time it takes for your order to be shipped from our manufacturing warehouse to its destination: you. 
    Shipping to the US, Canada, Australia and Europe usually takes 20 working days. Shipping to countries outside of these zones usually takes 40 working days. 
    During the Chinese New Year which will take place every year, from February 11th - 25th, please allow up to 2-3 weeks in shipping delays.

    • I have received only part of my shipment, where are the other items?
    Please note our orders are shipped straight from China from multiple warehouses. If you order more than one item, they may come at different times and in different packages!

    •  What about possible custom fees? 

    We are not responsible for any custom fees once the items have shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may get custom fees when they arrive to your country.

    • Will this item get to me before _________? 

    If you plan to give one of our items as a holiday gift, we do not recommend buying the items during the month when the holiday is happening. There is a risk of the item not arriving there on time. We are not held responsible for items that do not arrive before the holidays. Please do not send us angry messages if this happens! We are real people too!

    • Can i cancel/change my address/order? 
    Please e-mail us as soon as possible if you wish to change or cancel your order. This is usually only possible within 24 hours of placing your order. After this time, unfortunately it is not possible to make any changes or cancellations to your order. Please take extra consideration when entering your details. 

     • What can Mercury Girl do if my package is lost?

    Packages can, on occasion, get lost. However, if a parcel does not arrive please contact info@mercurygirl.co.uk to file a lost package report. We would rather you did this than give Mercury Girl a bad review without giving us an opportunity to rectify this!

    • I have entered the tracking number, but I cannot see information about the parcel?
    Information starts to appear as soon as the parcel is marked in post offices of the recipient country (usually it takes not more than 2-3 weeks from receiving the tracking number). If 2-3 weeks from the moment of receiving the tracking number have already passed, and you still cannot track the parcel  – please contact us. We will do our best to locate your parcel. 
     

    • What to do if I did not receive my order?

    The international parcels can go from 15 up to 60 days, depending on distance. Please notice that on public holidays there could be delays connected with the workload of post offices. If your order has been in transit for more than 50 days, please contact us and we will assist you.

     Payment: 

     What ways of payment do you offer?

    We accept all major credit cards, Visa, MasterCard, American Express, Discover and others

       How to pay?

    You will be offered to pay through PayPal payment system

     • Can I pay by a cash on delivery?

    No, we do not offer this. 

    If you would like to ask more questions about shipment and delivery please contact us at info@mercurygirl.co.uk