Frequently Asked Questions (FAQ)

Your Questions Answered

Here you’ll find answers to the most common questions our customers have. If you can’t find what you’re looking for, please feel free to contact our customer support team. Relevant policies are linked throughout for your convenience.

Ordering

How do I place an order?

To place an order, browse our collection, select your preferred item and size, and add it to your basket. When you are ready to checkout, enter your personal details, including your name, email address, and delivery address. Choose your preferred payment method and complete your purchase by clicking “Place Order”. You will receive an order confirmation email once your order has been successfully placed.

Can I change or cancel my order?

Orders can be changed or cancelled within 1 business day, provided they have not yet been dispatched. Once an order has been shipped, it can no longer be amended. In this case, please refer to our Return and Refund Policy or contact our support team for assistance.

Delivery

How long does delivery take?

United Kingdom

Orders are processed within 1 to 2 business days. Estimated delivery time is 7 to 12 business days, depending on your location. Delivery times may vary during busy periods or due to factors outside our control.

How can I track my order?

Once your order has been dispatched, you will receive a tracking link via email. You can also track your order through the Track Your Order page on our website.

Payment

What payment methods do you accept?

We accept Visa, Mastercard, American Express, Maestro, Apple Pay, and Google Pay. All payments are processed securely at the time of purchase.

Is my payment information secure?

Yes. All payments are handled using trusted, industry-standard encryption and secure payment gateways. Your personal and payment information is protected throughout the checkout process.

Returns and Refunds

What is your return policy?

We offer returns on eligible items within 30 days of receiving your order. Items must be unused, unworn, and returned in their original condition, including original packaging and tags. Please review our Return and Refund Policy for full details.

How do I initiate a return?

To request a return, please contact us at info@mersfield-london.com with your order number and reason for return. Our support team will provide return instructions. Please do not send items back without contacting us first.

How long does it take to receive a refund?

Once your return has been received and inspected, approved refunds are processed within 7 to 10 business days. Refunds are issued to the original payment method. Processing times may vary depending on your bank or payment provider.

What if I receive a faulty or incorrect item?

If your item arrives damaged, faulty, or incorrect, please contact us as soon as possible with your order number and clear photos of the issue. We will arrange a replacement or a refund.

Return Address

Return instructions are provided by our support team after your return request has been approved.

Customer Support

If you have any questions about your order, returns, or general enquiries, our customer support team is happy to assist.

Email: info@mersfield-london.com
Phone: +44 1325 796620
Contact page: Contact

Customer service hours: Monday to Friday, 09:00 AM to 05:00 PM (UK time)
We aim to respond to all enquiries within 1 to 2 business days.

Business & Company Information

Company name: JWK E-com
Business address: Hertogstraat 10, 2405 ZH, Alphen aan den Rijn, The Netherlands

Store name: Mersfield London
Warehouse address: 706 York Road, NW20 5EM, North West London, United Kingdom

Returns and fulfilment are coordinated through our authorised logistics and fulfilment partners.