Frequently Asked Questions

My Account

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Create an account here.


I forgot my username.

Your username is the email address you used when you registered. If you cannot remember it or need further help, please Contact Us.


I forgot my password.

For your security, we do not keep a record of passwords. To reset it, click on the Forgotten Password link in the login area and you will be emailed a new one. You can change your password at any time in the My Account section.




Orders


How do I place an order?

Select the design, colour and size and then click the ADD TO CART button. Your item will be added to your cart, where you can checkout and complete your purchase.


How can I pay?

We accept most major Debit and Credit Cards and PayPal.


Are my payment and personal details secure if I order from you?

We take security very seriously and are committed to protecting your privacy. We are registered under the Data Protection Act 1998 (reg. ZA063236). To avoid the risk of computer fraud, your credit card number is not stored in our system at any point during the payment process.


When will my order be processed?

A) Orders received before 10:00am Monday-Friday will be processed the same day.
B) Orders received after 10:00am Monday-Friday will be processed the next working day.
C) Orders received at weekends or Bank/Public holidays will be processed the next working day.


How do I know if my order has been placed?

An order confirmation email will be sent to the address you provided.


I haven’t received my order confirmation email

Order confirmation emails can take up to 15 minutes to receive. If you have not received it after 15 minutes, please email customerservice@merch-ant.co.uk.


Can I change my order?

If you have not checked out and paid, you can change anything in your cart. If you have made a payment, please email customerservice@merch-ant.co.uk or fill in the contact form as soon as possible.


There’s a problem or mistake with my order

Please email customerservice@merch-ant.co.uk with details of the problem, and we will get back to you as soon as possible.




Delivery


When will my order arriver?

We estimate delivery time to take approximately 5-7 working days after it was ordered. Please allow for this before contacting us with a delivery query. (Orders received after 10:00am Monday-Friday and at weekends, will be processed the next working day).


Can my order be delivered to someone other than myself?

Of course. During checkout you will be asked to enter your billing address, which must be the address of the card holder paying for the order.. You may use a different delivery address by selecting ‘Deliver to different address’.”


Can I use multiple delivery addresses on one order?

Unfortunately you cannot. You will have to place a separate order for each individual address that you wish goods to be delivered to.


How much is delivery?

Delivery costs are shown at placement of order. Please see Delivery Information for pricing bands.


Where is my order?

If your goods have not been received in accordance with our delivery terms, please contact our Customer Service Team who will get back to you as soon as an advisor is available.




Returns


Can I return an item?

All standard (non-personalised) products may be returned. Please see our Terms & Conditions and Returns Policy.


Where do I send returns?

Please send returns to the address below:
Merchmaker Returns
Evode Group Ltd
Elizabeth House
39 York Road
London
SE1 7NQ




Contact Us


Who do I contact if I need information, help or have a problem?

Please email us at: customerservice@merch-ant.co.uk or write to us at: Merchmaker Customer Services, Evode Group Ltd, 2nd Floor, Elizabeth House, 39 York Road, London SE1 7NQ


When can I contact customer service?

Our friendly customer service team is available to answer your enquiries via email throughout the day. Please allow 48 hours for a response. If you do not receive a response after 48 hours, you are invited to call our main office. (However, we are proud to say that our average response time can be as quick as 2 hours!)