RETURNS & REFUND
MERCHANT'S DEN RETURNS & REFUND
*No returns may be made without prior written notice, we will then send you an email to notify you that we have received your returns request.
If you wish to return the goods for a refund you must fill out the returns and refund form, provided at the bottom of the page. Including the order number, details of the returning item/s within 14 days following the date of delivery.
*Cancellation and return notification is to be made and sent from the same email submitted at the time of purchasing the goods.
If you have received the goods and would like to return and refund. You have within 14 days dated from when receiving the goods to email us notification to return the purchased good/s.
You must then post the good/s back to us within 14 days of delivery. You are responsible for the cost of returning any good/s.
*Only minimum postage costs will be refunded for the full order that has been returned.
MERCHANT'S DEN IMPORTANT NOTICE ABOUT RETURNING LINGERIE GOODS
Merchant's Den kindly asks for your consideration and understanding in regards to our stringent policy and your adherent to the returns of lingerie items. Please do not send a return if you cannot satisfy the required conditions to avoid a letdown of rejection.
*Due to the nature of the products we sell, we only accept lingerie returns within consumer rights guidance of health and personal care items
* Products classed as "intimate item" are types of goods exempt from being returned.
The seal on the packaging is for health protection and hygiene reasons on any underwear package you may receive. The seal must not be broken, damaged, removed or tampered with in any way. Same applies to the cardboard or any other form of packaging used to protect the item.
Please note that in general lingerie items do not come with a hygiene strip unless purchased in store. As to why packaged goods are securely sealed for health protection and hygiene reasons
*All items supplied to the customer are new. Sizing guides are clearly stated on the relevant product pages and we highly recommend that the sizing guides are carefully studied before placing an order.
ELIGIBLE RETURNS ON LINGERIE
To be eligible for return, you must let us know if you wish to return and refund your good/s within days from receiving your delivery.
You have a duty of care to ensure all items are returned to us in the same original condition as they were received; this includes the presentation boxes.
Your item must be unused and in the same condition that you received it. It must also be in the original sealed packaging.
Due to the personalised nature of our products, garments may only be returned if the items are in unopened and in original sealed packaging.
Garments that are not in sealed packaging, then all point of sale swing tickets remain attached and the item/s have not been worn.
Please ensure that all parts included in boxed items are returned as received.
Merchandise should not be soiled or rolled or squashed as this will damage the garment and may mean the item is received by Merchant's Den in an unsalable condition. If this is the case, a refund will be rejected.
Where an item is supplied with a free gift or extra packaging. The free gift or extra packaging must be returned as part of the item.
Partial returns of an order will not qualify for a full refund or the postage cost.
*Partial returns must first be stated upon your request and you must have written agreement from Merchant's Den.
Similarly, if the return of an item brings the original order value under the threshold for our free delivery service or free delivery was the chosen shipping method. Then the refund will be issued less the cost of postage.
If the return of goods brings the original order value under the threshold cost of the originally purchased ordered value. For example, a presentation gift box was included and has not been returned. Then the refund will be issued less the cost of the missing item or presentation gift box.
Merchant's Den will accept lingerie product returns in the event of a fault which are extremely unlikely. If there was a fault present when you first opened the packet, we will offer an exchange for the same product.
Please do not send your item back to the manufacturer.
If the item was a gift when purchased and shipped directly to you, or the gift giver had the order shipped to themselves to give to you later.
We will send all refunds to the gift giver and he/she will find out about your return.
MERCHANT'S DEN CANNOT ACCEPT RETURNS IF:
The 14 days have gone by since the date of your delivery, and you have not notified us or started the return process, unfortunately, we will not offer you a refund.
You do not send back the purchased product within 14 days of your dated delivery.
Merchandise is soiled or otherwise unsalable
Merchandise is not in original unbroken, sealed packaging as shipped.
The items are a tailor-made order that cannot be returned once purchased. Provided it meets the specified size measurements given when the purchase contract was made.
CLAIMS FOR DAMAGES OR SHORTAGES
Any claims for any damages or shortages must be made in writing via the returns form, provided at the bottom of the page. Including the order number, details of return, within 24 hours of receipt.
*Sent from the same email submitted at the time of purchasing the goods.
*Damaged parcels must be signed for as ‘damaged’.
RETURNING POSTAGE TO MERCHANT'S DEN
You will be responsible for paying for postage costs for returning your goods to Merchant's Den.
*We strongly recommend that you send all returns by recorded delivery to ensure that you have recorded evidence of return. We cannot be held responsible for items lost in transit or damage.
If Merchant's Den request proof, then scan or photograph a copy of the postage recorded delivery evidence. Then send a proof email of the recorded delivery date of your returns via email email@example.com
We will only pay return postage where the goods are faulty or where we have made an error.
If you receive a refund, only the cost of return minimum standard postage will be refunded
Overseas customers should not use a courier, instead use Royal mail Airmail and record senders details the parcel
MERCHANT'S DEN RETURNS ADDRESS
To return your product, you should mail your product toMerchants Den
Po Box 17660
REFUNDS APPROVAL OR REJECTION
Refunds will only be given where the garments have been returned to our address and are deemed to meet with the requirements stated.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.
If returns are rejected, the garments will be destroyed and there will be no liability on the part of Merchants Den for a refund of the cost of the goods or postage.
LATE OR MISSING REFUNDS
If 14 days have elapsed since our notification of acceptance to refund and you haven’t received a refund yet.
First, check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet
Please contact us via the returns form, provided at the bottom of the page. Including the details of the return, the order number.
*None of Merchant's Den Terms and Conditions affects your statutory consumer rights
MERCHANT'S DEN RETURNS AND REFUND FORM
Please include the details of the return, the order number and your message.
*Returns and refund notification is to be made and sent from the same email submitted at the time of purchasing the goods.