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.
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.
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 firstname.lastname@example.org. 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.