merculine™ · Support

Shipping & returns

Everything you need to know about how your order gets to you, and what happens if you need to send something back.

01 · Shipping

Getting merculine to you

Every order is prepared within 2 working days, then handed to the courier. The times below are counted in working days from the day you order, preparation included.

United Kingdom
Standard6–9 days
Express3–5 days
European Union
Standard6–11 days
Express3–5 days
Standard times vary by country: Western Europe is at the faster end, Southern and Southeastern Europe at the slower end.
United States
Standard4–7 days

Free standard shipping on all orders over £60. Free express delivery on UK and EU orders over £80. Below these amounts, shipping is calculated at checkout based on your delivery destination. Express is available for UK and EU addresses.

Every order includes full tracking. You'll receive a tracking number by email as soon as your order dispatches.

Before you order

Customs, duties & taxes

United Kingdom
Import VAT and duties are covered for you. There is nothing extra to pay on delivery.
European Union
Orders ship from within the European Union, so no customs duties or import charges apply.
United States
Orders ship from the EU. US customs may charge import duties, taxes or carrier fees on delivery, and any such charges are the customer's responsibility.

02 · Returns

Returns & refunds

We want you to be completely satisfied with your merculine order. If you're not, there are two ways to put it right — the guarantee if a product you've tried isn't working for your skin, and a standard return if your order is unopened.

Tried it and it isn't right? The Golden Square Guarantee

Every product on your first order is covered by the Golden Square Guarantee for 30 days from delivery. If a product isn't right for your skin, email us with your order number and we'll refund it in full — and you keep the product. No return postage, no forms. One claim per customer.

Changed your mind? 30-day returns on unopened products

You may return unopened, unused products within 30 days of delivery for a full refund. Products must be in their original condition and packaging, and return postage is at your cost unless the item is faulty or incorrect. For hygiene reasons, we cannot accept returns of opened or used skincare products — that's what the guarantee above is for.

How to start a return

Email care@merculine.com with your order number and reason for return. We'll respond within 2 working days with instructions. Please don't send products back before contacting us — unrequested returns can't be processed.

Damaged or incorrect items

Contact us within 14 days of delivery with your order number and a photo of the issue. We'll arrange a replacement or full refund at no cost to you — no return required.

Refund processing

Guarantee refunds are processed as soon as we've confirmed your claim. For posted returns, once we receive and inspect your return, refunds are processed within 5–7 working days to your original payment method. Bank processing times vary — allow up to 10 working days for it to appear in your account.

Questions about your order?

care@merculine.com