Return & Exchange Policy

Thank you for choosing Mercino. All our products are lovingly handcrafted with comfort and durability in mind. We hope you enjoy using your pair as much as we enjoy making them for you. If you have any questions or issues with your order, we're here to help guide you through the return and exchange process. We strive to make each purchase and exchange as smooth and easy as possible.

• We always want to make sure that you get the perfect fit. If you have any questions or need any assistance with sizing, please message us at the bottom corner of this page and we'll gladly assist you.
• However, in the event that the size isn’t right, we can do exchanges for wrong sizes within seven (7) days upon the arrival of your package. 
• To be eligible for return and exchange, your item must be unused and in the same condition it was received. It must also be in the original packaging.
• Please note that there are no returns or exchanges for sale or discounted purchases.
• If the item has been slightly used, if seven (7) days have already gone by since your purchase, or if the item purchased was on sale, unfortunately we cannot offer you an exchange.
• Shipping fees incurred for exchange will be shouldered by the customer. All shipping fees are non-refundable.
• Items must be returned to us within seven (7) days after arrival. Payment for shipping fees must also be settled.
• Mercino reserves the right to limit returns or exchanges if the customer fails to fully comply with the provided terms and conditions.

We’re sincerely sorry about that and we hope to make it up to you. We accept exchanges for incorrect or damaged items within seven (7) days after your purchase. You may contact us at support@mercino.ph and our customer service representative will be happy to assist you.

Of course! We always want to make sure that you get the perfect fit, but in the event that the size isn’t right, we can do exchanges for wrong sizes within seven (7) days after your purchase. In case your item is no longer available in your requested size and/or color, you may request for another style and/or color, provided that it is of the same value or higher. If you'd like to exchange it to a lower priced item, the price difference will be forfeited. If you'd like to exchange it to a higher priced item, you will pay for the price difference. Additionally, any price difference of the replacement item from the original cannot be used to cover any shipping fees incurred for replacement. 

We understand that preferences can change; however, we do not allow exchanges or returns due to a change of mind, color or style. Each order is carefully crafted and prepared to ensure you receive a product that you love. We also strive to provide, as much as possible, accurate photo representations on our website. This policy is in place because of the following reasons:

Craftsmanship and effort: Each order is made with a high level of care and attention to detail. From selecting materials to packing your orders, significant effort goes into ensuring that every product meets your expectations.

Inventory management: To maintain the quality and availability of our products, we carefully manage our inventory. Allowing exchanges due to change of mind can disrupt this process and affect our ability to serve all customers efficiently.

Quality and satisfaction: We are committed to your satisfaction. If there are any issues with the quality or condition of your product, please contact us within 7 days upon receiving your order. We will be happy to address any concerns and offer a suitable resolution. Thank you for understanding and for supporting our commitment to providing quality and accessible products.

All items purchased on sale or at a discounted price are final and cannot be returned or exchanged.

1. Email us at support@mercino.ph with the subject: Exchange Request: [Order Number] and include the following details in your email: Your name, order number, photo of delivery slip, reason for exchange, and clear photos of the item/s to be returned in all angles (top view, side view, bottom view).
2. If you would like to exchange your item to another size, please send us clear photos of you wearing the item (if the item is big, kindly take a photo of you wearing it with a clear view of the space at the back) so that we can see the size difference and recommend the right size for you. We’re always happy to help you get the perfect size.
3. Once we receive your email, our customer representative will get in touch with you and give you details and further instructions for return.
4. Items must be returned to us within seven (7) days after arrival. Payment for shipping fees must also be settled.
5. Once we receive your package, the item will be inspected and evaluated for approval.
6. Wait for your exchanged items to arrive.

• If you received an incorrect or damaged item, we will shoulder all shipping expenses.
• For requests in change of size, shipping fees will be shouldered by the customer. All shipping fees are non-refundable. Since we offer a flat rate of shipping per transaction and shoulder any additional shipping costs depending on the size and weight of your package, the shipping fee for the exchanged item will depend on the exact shipping fee charged by the courier and may be priced higher than our standard shipping rate.
• If the chosen replacement item is lower in price than the original order, the difference in price will be forfeited. Any difference in price is non-transferrable and cannot be used to cover the shipping fees for replacement.
• If the chosen replacement item is higher in price than the original order, you will pay the price difference.
• In the event that the returned item fails to pass further inspection, the customer will shoulder the shipping expenses for return.

If you have any questions, feel free to send us a message at the chat button on the bottom corner of this page. We're always here to help!

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