Shipping process
The shipping process at Mercateo is as follows:
1 – Warehouse – Your order will be transferred to the relevant warehouses. In order to offer the widest possible product range, Mercateo uses several specialised warehouses. Therefore, items sometimes appear in multiple warehouses and with different conditions (such as price, shipping, delivery or minimum order quantity).
2 – Transport – Your order will be collected by a carrier at the relevant warehouses. Carriers include TNT, DHL, UPS, GLS, FedEx etc.
3 – Delivery – Your order will be delivered during business hours, Monday – Friday to your specified address. Depending on the items and the number of warehouses involved one single delivery or several deliveries are possible. The ETA for each product and warehouse can be found in the order confirmation.
Please check all items immediately if they are complete or intact. Should this not be the case, we kindly ask you to raise a complaint as soon as possible.
Maybe the email has been blocked by the spam filter of your email programme. We advise you to check the folder “SPAM” or “Junk” and if necessary, adjust your spam filter settings. If this does not solve your problem, please contact our customer service.
Once your order has left the warehouse, you will receive a delivery notification and if available also the track&trace information.
Delivery address
In the order preview you have the option to specify a delivery address that is different from your billing address. How to add and manage multiple delivery addresses in your ‘My Mercateo’ account can be found under ‘My Mercateo’ on this page. Therefore you have the freedom to have different delivery addresses for each order. It is, however, not possible to have your order delivered to a collection point or to a post office box.
Note – After the order was placed, you cannot change the delivery address yourself anymore. Should you notice a mistake in your delivery address, please contact our customer service as soon as possible.
It is not possible to have your order delivered to a collection point or to a post office box.
When placing an order on www.mercateo.co.uk, deliveries outside the UK are not possible. But you can also log on to the international websites of Mercateo. That way, you can also place orders on our French website for example.
Faulty delivery
It may happen that you receive an incorrect, damaged, faulty or incomplete item by accident. In these cases, we ask you to do the following:
Step 1 – In your order confirmation email you will find a link to the return & complaint form. Click on the link. This link is uniquely per order!
If you cannot find your order confirmation email, please send an email to service@mercateo.co.uk. Use the subject ‘Return Request’ + the order number. Include in your email, the name of your company and the order number.
Step 2 – Select the reason for your return & complaint request for this item, and click “Continue”. You will see immediately the respective return conditions for this item. Fill in all required fields regarding state of the product and its packaging, and then click “Send.” For a defective item, please add at least three photos showing the defect.
Step 3 – Mercateo will send you an email with a summary of your request. Within five working days, you will be informed about the status. If your request has been accepted, you will receive more information including the correct return address, packaging, shipping costs, additional fees (if applicable) and a return shipping label.
Note – In case of a return request for multiple items, we would like to ask you to send them in separate packages as you have received them. Please make sure that you are using the correct return address and keep the shipping confirmation.
It is possible that not all items will be shipped on the same day. The order confirmation indicates the ETA per item. When all items should be delivered on the same day, but you have not received all of them, please contact our customer service. We will be happy to help you!