Refund policy
We offer a 30-day returns policy, meaning you have 30 days from the date of delivery to request a return.
To be eligible for a return, items must be:
- Unused and in the same condition as received
- With all original tags attached
- In the original packaging
You have 30 days from delivery to request a return. Once your return is approved, items must be sent back within 14 days.
Starting a Return
To request a return, please contact us at:
contact@draperandmercer.co.uk
If your return is approved, we will provide:
- A Royal Mail tracked returns label, and
- Full instructions on how to return your item
Please note: Returns must be requested and approved before being sent back.
Items returned without prior approval will not be accepted.
Return Costs
Unless an item is faulty or incorrect, return shipping costs are the responsibility of the customer.
Where we provide a prepaid return label, the cost of return postage will be deducted from your refund.
Damages & Issues
Please inspect your order upon arrival. If your item is:
- Damaged
- Faulty
- Incorrect
Contact us as soon as possible so we can resolve the issue promptly.
Non-Returnable Items
We are unable to accept returns for:
- Sale items
- Gift cards
- Custom or personalised products
If you are unsure about your item, please contact us before purchasing.
Exchanges
We do not offer direct exchanges.
The quickest way to receive a replacement item is to:
- Return your original item
- Place a new order once your return is approved
European Union Cooling-Off Period
For orders delivered within the European Union, you have the right to cancel or return your order within 14 days, for any reason.
Items must still meet the return conditions outlined above.
Refunds
Once your return is received and inspected, we will notify you of the outcome.
If approved:
- Your refund will be issued to your original payment method
- This is typically processed within 10 business days
Please note:
- Shipping costs (original and return) are non-refundable unless the item is faulty
- Returns will be via Royal Mail 48hr Tracked at a flat rate of £3.95.
- Once your return is approved, items must be sent back within 14 days.
- It may take additional time for your bank or card provider to process the refund
If more than 15 business days have passed since your refund was approved, please contact:
contact@draperandmercer.co.uk
Need Help?
For any questions regarding returns, please contact:
contact@draperandmercer.co.uk