FAQ

Can I Make Changes to My Order?

We understand that things can change. That’s why we’ve made it easy to make adjustments to your order after it’s been placed.

Simply send us an email at info@mercilingerie.com and let us know what changes you would like to make. Whether it’s changing the delivery method, delivery address, number of items, color, or size of your order, we’re here to help. If you have multiple orders, we can even combine them into one for your convenience.

Don’t hesitate to reach out with any questions or concerns! We’re always here to help you make the changes you need to ensure that you’re completely satisfied with your order.

What Can I Do If My Order Has Not Been Delivered Yet?

We understand that receiving your order in a timely manner is important to you. If you’re waiting for a parcel, please check your expected delivery date using the tracking number on the delivery company’s website before contacting us. Please note that the date is approximate, so delivery may be slightly delayed. We’re doing our best to get your order to you as quickly as possible.

Here are some steps you can take to help track your order:

1. Check your expected delivery date: Your expected delivery date is indicated by the tracking number on the delivery company’s website. You can find the tracking number in your order confirmation email. Please wait until this period expires.
2. Check order tracking: Your shipment confirmation email included a link to track your order. Check the location of the parcel on the website. It may already be waiting for you at the local post office.
3. Check your details: Log in to your personal account and make sure that you’ve entered the correct delivery address, recipient name, and contact phone number.
4. Check received messages: Check your email, including your spam folder, and SMS messages to make sure you haven’t missed a customs clearance email or shipping information. Also, ask anyone who lives with you at the same address if the courier has handed them a package in your name.
5. Contact us: If your expected delivery date has passed and you still haven’t received your package, please contact us the next day. You can send us a message via the contact form on our website, our social media pages, or at info@mercilingerie.com. We’ll do our best to help you.

What Can I Do If My Order is Delayed?

If your order has not arrived by the estimated delivery date on your order confirmation email, here are some steps you can take:

1. Check your details: Make sure that the delivery address and contact information in your Personal Account are correct.
2. Check for notifications: Check your email, including your spam folder, and SMS messages for any updates from the courier. Your package may be waiting for you at your local post office or delivery depot, or you may need to arrange for redelivery.
3. Track your order: Visit the delivery company’s website, enter your tracking number, and check the delivery date.
4. Ask others: Ask anyone who lives with you if they have received the package on your behalf.
5. Contact us: If you still cannot find your package, please contact us the day after the expected delivery date with your order number.

When Will My Order be Shipped?

If your order status shows as “processing”, it means that we’re working to collect your items and get them ready to be shipped to you as soon as possible. Our standard order processing time is up to 5 business days, excluding payment day and weekends.

Please note that while we always strive to ensure that your order arrives in a timely manner, there may be rare cases where an item is missing or out of stock at the factory, leading to some production delays. If this happens, our team will reach out to you to discuss the details.

As soon as we’ve shipped your order, you’ll receive another email from us with the updated information.

What If I Receive a Defective Product?

We understand the inconvenience of receiving a defective product, and we’re committed to addressing these issues quickly. If you’ve received a product that is defective, please reach out to our Customer Service team.

To help us resolve the issue, please have the following information ready:

• Your order number
• The name of the defective item
• A description of the defect, along with a photo if possible

We’ll work to address the issue as soon as we receive your email.

I’ve Received the Wrong Product, What Should I Do?

We sincerely apologise if you’ve received an incorrect product. Rest assured, we’re committed to resolving the issue as soon as possible. For detailed information on how to proceed, please visit our Exchange and Return page at: https://mercilingerie.com/exchange-and-return/

What If I’m Missing an Item from My Order?

If you think an item is missing from your order, don’t worry! Here are a few steps you can take to help us resolve the issue:

1. Check for multiple packages: It’s possible that your items were sent in separate packages, so be sure to check your email for any updates regarding your order.
2. Review your invoices: If your order was sent in multiple parcels, each invoice will indicate the items included in that specific parcel. Double check all of the invoices you received to make sure nothing was missed.
3. Contact us: If you’re still missing an item, please reach out to us by emailing info@mercilingerie.com. When contacting us, remember to include your order number and the name of the missing item.

We’ll work with you to address the issue and ensure the missing item reaches you as soon as possible.