Refund policy
Return & Refund Policy
Last updated:
We want you to be happy with your Al Merci order. This policy explains your rights and how returns work.
1. Your right to cancel (14 days)
You can cancel your order and return it for a refund within 14 days of receiving it, without giving a reason. To cancel, email us at almerciofficial@gmail.com with your order number and a clear statement that you want to cancel. You then have 14 days from telling us to send the item back.
2. Condition of returned items
Items must be unworn, unwashed, and in their original condition, with all tags attached and in their original packaging. You may try an item on to check the fit, as you would in a shop, but please don't wear it outside or use it. We may reduce your refund if an item comes back with signs of wear or damage beyond reasonable handling.
3. Items we cannot accept back
- Items made to your specifications or personalised
- Underwear, swimwear, and earrings if the hygiene seal has been broken, for hygiene reasons
- Sealed items that are not suitable for return once opened for health or hygiene reasons
(Delete any categories you don't sell.)
4. How to return an item
- Email almerciofficial@gmail.com with your order number and the item(s) you're returning.
- We'll reply with the returns address and instructions within [2] business days.
- Pack the item securely and send it using a tracked service. Keep your proof of postage, because you're responsible for the parcel until it reaches us.
Return shipping costs: You are responsible for the cost of returning items, unless the item is faulty or incorrect (see section 6).
5. Refunds
We'll refund you within 14 days of receiving your return (or of receiving proof that you've sent it back, whichever is earlier). Refunds go to your original payment method and include the standard delivery cost you paid. If you chose a more expensive delivery option than our standard one, the extra cost is not refunded.
6. Faulty, damaged, or incorrect items
If your item arrives faulty, damaged, or not as described, or you received the wrong item, please contact us within [30] days of delivery with your order number and clear photos. We'll offer a free return and a replacement or full refund, including the original delivery cost and return postage. This does not affect your statutory rights under the UK Consumer Rights Act 2015 or the equivalent EU consumer laws, including the legal guarantee for faulty goods.
7. Exchanges
We don't offer direct exchanges. If you need a different size or colour, return the original item for a refund and place a new order.
8. Order cancellations before dispatch
If you want to cancel before your order has shipped, contact us as soon as possible and we'll cancel it and refund you in full.
9. Contact us
Al Merci,
Email: [almerciofficial@gmail.com]