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Returns & Exchanges

You have 30 days after receiving your item(s) to request a return or exchange.

To be eligible for a return or exchange, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You will cover the cost of return shipping, except in any case where we are responsible for the cause of the return or exchange (see “Damages and issues”). If your return package does not successfully arrive at our warehouse, we cannot issue a refund or exchange.

Please contact customerservice@themerchcollective.com to begin the return or exchange process. Items sent back to us without first requesting a return will not be accepted.

 

 

Damages and issues

Contact us immediately if the item is defective, damaged or if you receive the wrong item. We do not accept returns or exchanges for apparel items that become damaged, or shrink after washing.

 

Exceptions / non-returnable items

Unfortunately, custom products (including books with personalized messages) cannot be returned. Please get in touch if you have questions or concerns about your specific item.

 

Refunds

We will notify you once we’ve received your return. If approved, you’ll be refunded on your original payment method. It typically takes 5-10 business days   for your bank or credit card to post the refund to your account.

 

Address Changes & Cancellations

 

Contact customerservice@themerchcollective.com to update your shipping address or cancel your order. Please note an address change or cancellation request is not guaranteed until one of our team members has confirmed your request has been processed.

 

Address Changes 

If your order has already shipped, we are not responsible for packages lost due to an incorrect shipping address being provided with your order. You will not be refunded for your order. If your package is returned to our warehouse, you will be contacted. In this instance we will allow 1 re-shipment of your order upon your shipping address confirmation. If your package fails to deliver after your reshipment, we will refund the cost of the items in your order, minus the cost of shipping.

 

Cancellations 

If your order has already shipped, you should be able to refuse the package by either contacting the carrier or by refusing it upon delivery, at which point it will be returned to our warehouse. Once we've received it, we'll issue a refund to your original payment method, minus the cost of shipping. If you are unable to refuse your delivery, please let us know and we can assist you with a return or exchange at your expense.

 

FAQ

What if the item I ordered arrives and it doesn’t look like the photo in the store?

Oftentimes the images used on the store are digital mock-ups of what the product is intended to look like. This will typically vary once the product is created and shipped out.

 

Feel free to reach out to our team if you feel that the product you received differs greatly from the digital mock-up on the store. Be sure to send at least 2 photos so our team can see the difference to better help you.

 

What if I have requested a refund but the card I used for the original purchase has been canceled?

If the account you used for the original purpose is still open, we can refund that account (Ex: If you used a debit card for your purchase but have since canceled your debit card).  We are unable to offer a refund if the account you originally made your purchase through is no longer open. We can only offer store credit in these instances. (Ex: If you made your purchase on a Credit Card that has since been canceled).