Shipping process
The shipping process from Mercateo follows the following steps:
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, delivery time, shipping costs, minimum order quantity and return policies).
2 - Transport - Your order will be picked up by the carrier at the respective warehouses. Carriers include TNT, DHL, UPS, GLS, FedEx etc.
3 - Delivery - Your order will be delivered during business hours, Monday to Friday, at your specified delivery address. Depending on the items and the number of warehouses one delivery or several deliveries are possible. The ETA for each product and warehouse can be found in the order confirmation.
Check immediately after receiving the items whether they are complete and undamaged. If this is not the case, we kindly ask you to raise a complaint request 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.
Order tracking
Once your order has left the warehouse, you will receive a delivery notification and if available also the Track & Trace information.
Delivery times
Deliveries are made during business hours, Monday to Friday. You can find the ETA in your order confirmation. In the event of a delayed delivery, we try to inform you as soon as possible via email. Once your order has left the warehouse, you will receive a delivery notification.
The carrier sends your order to your provided delivery address. In the event that no one was present, you will receive a notification of the carrier with further information and instructions. Usually, your order will be send out again the next business day. After three attempts, the order is usually sent back to the respective warehouse.
Note - Some carriers also ask you to make a delivery appointment, while others name a collection point and return it after a certain period to the corresponding warehouse.
Unfortunately, it is not possible to determine the delivery time of your order.
It may happen that your order is not delivered within the expected delivery time. In this case, please contact our customer service. We are happy to help.
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 unique 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 articles will be shipped on the same day. In the confirmation of receipt of your order, you will see the expected delivery time for each item. If all items are shipped on the same day, but you have not received all of them, please contact our customer service. We are happy to help.