‎Customer Care

SHIPPING AND HANDLING

Mercy House offers international shipping and processes orders on weekdays (Monday through Friday, excluding holidays). For Canadian orders, we offer free shipping on orders above $150CAD. We process orders within 2 to 7 business days. You will receive an email confirmation with tracking information once your order has shipped. The estimated shipping time may be subject to delays due to customs, destination, and national holidays. If your estimated delivery date has passed, please contact us at inquiries@mercyhousestudio.com and we will do our best to resolve the issue.

 

CUSTOMS

MERCY HOUSE is not responsible for destination country tax and/or duty charge if incurred. The buyer will be held accountable for any restrictions, duties, taxes, and any other fees collected from the destination country. Please note: MERCY HOUSE is not responsible for any lost, stolen, or damaged shipments.

 

RETURNED TO SENDER PACKAGES

If your package is not successfully delivered and is sent back to MERCY HOUSE by the courier, we will contact you and refund the merchandise. The original shipping fee is not refundable.

PAYMENTS

Accepted payments are Paypal, Apple Pay, Google Pay, Shopify Pay, American Express, Visa & Mastercard. 

Orders in Canada will be charged Canadian sales taxes. International orders are subject to duty and customs fees. We are not responsible for these charges. By submitting your order, you agree to pay all applicable fees. 

Mercy House reserves the right to refuse an order that it deems fraudulent or abusive.

 

EXCHANGE OR STORE CREDIT

If you are not fully satisfied with the item(s) you have received, you can return them to us within 14 days of receipt, providing they are in original resalable condition for exchange or store credit.

If item(s) received are faulty or damaged, you must notify us via inquiries@mercyhousestudio.com within 48 hours of the receipt.

Once returned you will be entitled to receive an exchange or a store credit.

SHIPPING:

Please make sure all return packages are sent with a trackable, insured service, as we cannot take responsibility for items damaged or lost in the return transit. A store credit will be issued back to you via email within 3 business days of receiving your return.



DROP-OFF:

Please book an appointment at our studio via this link and return the item(s) in their original condition and packaging. A store credit will be issued back to you via email within 3 business days of receiving your return.

Please note that original shipping fees are not refundable.

 

RETURNS

There are a few items that can't be returned :
- Gift cards
- Customized / personalized items
- Items on sale

However, if your item is damaged or defective, these exceptions do not apply. In this case, please send us an email and we will work with you to find the best solution.

Regular item 

Please send us an e-mail with your order number specifying which item(s) you would like to return.

To return a purchase for store credit or exchanges, your items must meet the following conditions:



- Be returned within 14 days of your delivery date

- Be in its original, unused, unaltered and unwashed condition

- Be returned with original tags and packaging

- Preorders and custom orders are not available for return



You will be responsible for all shipping fees associated with returned items.

Mercy House reserves the right to reject returns which do not comply with our return policy. Returns that do not respect our policy may be sent back to the original shipping address at our discretion.



Please ship your returned items to:



Mercy House Studio
160 Saint Viateur East,
Suite 200, E

Montreal QC, H2T 1A8