Mercer – Frequently Asked Questions (FAQ’s)

1. Ordering & Account

• Do I need an account to place an order?

No — you can shop as a guest without creating an account. Creating an account lets you track orders, save addresses, and view your order history.

• How do I place an order?

1. Browse and add products to your cart.
2. Proceed to checkout.
3. Enter delivery details.
4. Choose payment method.
5. Confirm your order.
A confirmation message and order number will be sent to your email/SMS.

• Can I modify or cancel my order after placing it?

Orders can be modified or canceled only before they have been processed or confirmed. Once processed or dispatched, changes can’t be made.

2. Payments

• What payment options are available?

We offer:
- Cash On Delivery (COD)
- Credit/Debit Card (Visa, MasterCard, etc.)

• Is online payment secure?

Yes. All transactions are secured using SSL encryption and industry-standard technologies to protect your data.

3. Shipping & Delivery

• How long will my order take to arrive?

Orders in Pakistan will be delivered in 3–5 working days on regular days, and during sales in 7–10 working days.

For international orders, regular delivery time is 7–10 working days, and during sales parcels will be delivered in 10–14 working days.

• How can I track my order?

Once your order is shipped, you will receive a tracking number via email/SMS. Enter this number on our tracking page to see real-time delivery status.

• What are the delivery charges?

We offer free nationwide shipping on all orders. For international shipping, charges vary by country and will be displayed at checkout.

• What happens if I’m not at home during delivery?

If you are not home when the order is delivered, the courier will contact you for re-attempt. You can also call the courier or our customer support directly and provide the order tracking number to arrange a delivery date.

• Who will pay customs, duties, and taxes?

All international orders may be subject to taxes, fees, surcharges, and duties, if applicable. These charges depend on factors such as location, material, and item value. We have no control over these charges and cannot predict them, as customs policies vary from country to country. If your order requires additional charges, they must be paid by the customer for the package to clear customs.

4. Returns, Exchanges & Refunds

• Can I return or exchange an item?

Yes — provided the item meets eligibility criteria, such as being unused and having tags attached. Exchange and return policies have specific time frames, often 7–14 days from delivery.

• What are Mercer’s return policy conditions?

Eligible items can be returned or exchanged if:
- Unworn and undamaged
- Original tags are intact
- Within the allowed return period
Sale items or special promotions may have different policies.

• How will I receive my refund?

Refunds are issued via the original payment method or coupons, depending on the policy and payment used.

• Do I have to pay for return shipping?

Return shipping charges may apply unless the return is due to defects or incorrect items delivered.

• What if the item is faulty or wrong?

Contact Mercer customer support immediately with images and order details to initiate an exchange or return.

• What are the policies for international exchange?

Currently, we do not offer international exchanges. If you receive a damaged item internationally, please contact our customer support with picture evidence, and we’ll assist you accordingly.

5. Sizing & Product Information

• How do I choose the right size?

Use our size guide available on each product page. Measurements are provided to help you find the best fit based on your body measurements.

• Do products look the same in person as on the website?

We try to display colors and details accurately, but actual product appearance may vary slightly due to screen settings.

6. Order Problems & General Info

• Didn’t receive a confirmation email — what should I do?

Check your spam or junk folder first. If it is still not received, contact customer support.

• What if an item is out of stock?

Out-of-stock products won’t be available for checkout. Some items may let you request a restock alert when they become available again.

• Can I ship to multiple addresses?

Orders are shipped to one address per purchase. If you want to send items to multiple addresses, place separate orders.

7. Promotions & Discounts

• How do I use discount codes?

Enter your code at checkout in the discount or coupon field. Once applied successfully, your order amount will update accordingly.

• Do prices differ between online and in stores?

Prices are consistent across online and in-store.

8. Contact & Support

• How can I contact Mercer customer support?

Email: info@mercer-retail.com
Phone/WhatsApp: UAN: 111-637-237
Our team is available Mon–Fri, 9:30 AM–5:30 PM.

9. Miscellaneous

• Do you offer gift cards or vouchers?

Mercer may offer gift cards or e-store credits — check our offers page or ask support for current availability.

• How can I use a gift card at Mercer online store?

1. Select the "Gift Card" payment method and enter the gift card number.
2. Do not use any spaces in the coupon code.
3. For credit card orders, the amount will be deducted from the total order value.
4. If your order amount exceeds the face value of the coupon, the remaining amount will be payable at delivery for COD orders.
5. Gift cards will be valid for 30 days.