Helpcenter

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).

Items that have been added to your basket will not be automatically reserved for you. The products remain available to everyone. To be sure of your purchase, we recommend to order directly.

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.

Our General Terms and Conditions apply for all orders on the website. When you receive a wrong or defective product the legal guarantee applies. For an improperly ordered product or if you just do not like it, the legal guarantee does not apply. If a product does not meet the requirements for a complaint, please see "Can I exchange an item?" for more information.

When an item is damaged or defective, you can use your right to complain. 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 you 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.

Is a product defect due to normal wear and tear, we unfortunately cannot compensate this. If in doubt, please contact our customer service. We will be happy to help you!

Often (but not always!), unused items with an undamaged original packaging can be returned. The return policies vary by every Mercateo warehouse. You can see detailed return conditions per item on the product detail page by clicking on "Select conditions yourself". The respective return conditions can also be seen when completing the return & complaint form.

If you have a complaint about an item, please contact our customer service.More information on returning an item because of a defect can be found on this page under "Can I return an item because it is defective?".

Use the free purchasing functionality Mercateo Cluster to bundle several items with the same selected properties (e.g. Copy paper, A3, 80 g / m², white). Thereby, you can increase the combination possibilities for the optimisation of the shopping basket.
To use Mercateo Cluster, go on the search results page, on the left hand side to "Features" and tick "Cluster" . Use the search filters at the top of the page to refine your search query or enter a specific search term in the search field. Then, select all items that meet your requirements. You can assign a name to this cluster by clicking on the grey icon next to "cluster name". By clicking on the basket icon, you can add the entire cluster to the basket. Mercateo automatically calculates the best combination of price, delivery time and number of packages.

Do you want to see larger product images on the search result page? Go to the box on the left "Layout" and check "Large product images". The search results are displayed as a gallery rather than as a list.

When you do a search on Mercateo, the results are sorted automatically so that the best matching items appear first. By using the arrows behind product name, manufacturer name/no. and price on top of the search results, you can sort items according to your requirements (ascending / descending). The number of results remains the same.

You can compare the items in your search results. Go to the box on the left "Features" and check "Comparison of items". Select the desired items and click on the top "Compare". You are redirected to a page that shows the selected items in comparison.

Option 1 - You see a logo "Standard" and / or a logo of a supplier? These products have been characterised as a standard range by your company. The logo of the supplier indicates the respective framework agreement.
Option 2 - You see no logos? These products belong to the open range of Mercateo and can be ordered by you.
Option 3 - You see a logo "STOP"? These products cannot be ordered at this time. They may only be ordered by an authorised purchaser and / or upon request to your purchasing department. Use on the product detail page the button 'Recommend item' to send the link of the product to the appropriate person in your organisation.

All items have a product detail page with a detailed description. This usually includes: content information as product number, brand, manufacturer no., EAN, images, product features, and product data sheet, as well as conditions, e.g. delivery time, stock level and staggered prices. By clicking on the right "Select conditions yourself" you can see details such as shipping costs and return policies.
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).

Please contact our customer service in case of missing product information.

You cannot find the item you are looking for? Maybe the search term is too specific. Try a more general description or try it with one word. If you still cannot find the item, please contact our customer service.

1. Select items - Search for the items you want to order. More information about searching for items and filtering results, see "Search." To add a chosen item to your basket, click on 'Add to basket'.

2. Complete order - Click on the basket icon to see the content of your order. Check all data and click on the button on the right that exports the order to your system. The contents of your basket are transferred to the ERP / procurement system of your company and go through an approval process here. It is important that you do not make any changes to the order as soon as it is in your system. If you want to change the order, please cancel it and create a new order on the Mercateo platform. If the order has been already approved and confirmed by Mercateo, please contact our customer service as soon as possible.

3. Order confirmation - After Mercateo has received the order from your system, you will receive a confirmation of receipt via your specified email address. This email also contains all the details of your order. See an error? Please contact our customer service as soon as possible.

4. Delivery notification - Once your order has left the warehouse, you will receive a delivery confirmation. More information on the delivery process can be found at: Shipment & Delivery.

If a shopping basket is transferred into the ERP via OCI, it may no longer be changed there. If you do change the original item quantity, delete or add items to the order, the following could happen: The minimum order value is not fulfilled and the order can thus not be triggered. The bulk price is not fulfilled and a higher individual price per item could apply. Shipping costs could be higher or lower. If Mercateo does receive a changed order, the order data in your system and the final invoice of Mercateo will not match.

Shopping lists are useful for items that you buy regularly. You do not have to search for the items again but you can easily purchase them from your shopping list. To create a shopping list go right to "My Mercateo" and "Shopping lists".
Note - Depending on the setup of the system of your organisation, it is possible that the functionality 'Shopping lists' unfortunately might not be available to you.

You can add items directly from the search result list to your basket. Just click on the shopping basket icon next to the desired item. On the product detail page, click on the button on the right "Add to basket". The numbers of items in the basket are shown in the basket icon in the navigation bar.

If you are unable to add items to your shopping basket, the reason might be your cookie settings. Please check your settings. If you require any assistance, please contact our customer service.
You see a logo "STOP"? These products cannot be ordered at this time. They may only be ordered by an authorised purchaser and / or upon request to your purchasing department. Use on the product detail page the button "Recommend item" to send the link of the product to the appropriate person in your organisation.

Mercateo uses several specialised warehouses to deliver a wide product range. Each warehouse has individual delivery conditions. These conditions are shown on the product detail page by clicking on "Select conditions yourself" and in your basket.

Mercateo uses several specialised magazines to deliver a wide product range. If you have more than one item in your shopping basket, Mercateo calculates automatically the best combination of price, delivery time and number of packages. For example, the item that you originally selected is also available in another warehouse, making the total price more favourable and delivery time shorter, but increases the number of partial deliveries. This is Mercateo BestBasket, the basket optimisation. The results of the optimisation are displayed in the box on the right hand side.
It is also possible to choose the option "Without optimisation. This option is based on your original selection. Here you can choose for example, intentionally items from one warehouse or items with a delivery time of one business day.

You can click on the grey button "Recommend shopping basket" on the summary page of your basket. Enter the email address and optionally a personal message and click "Send". The recipient receives an email with a link and can add the items to his basket with one click.

Often (but not always) unused items can be returned if the packaging is still intact. The return policy depends on the relevant warehouse and therefore varies. You can see the return conditions for each item on the product detail page by clicking on ‘select conditions yourself’. The respective return conditions can also be seen when completing the return & complaint form.

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!

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. 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.

NOTE If you cannot find you order confirmation email, please send an email to service@mercateo.be. Use the subject 'Return Request' + the order number. Include in your email the name of your company and the order number.

Did you order the wrong item? As long as your order has not yet been packed, you can usually cancel your order. Please contact our customer service as soon as possible.
Note – In rare cases it is not possible to cancel an order. This information can also be found on the product detail page of the item in question.

Items that you do not like or that you ordered by mistake can be returned under certain conditions. Please use the return & complaint form and then place a new order on the website.
Note - You cannot return all items. Please check the return policy for each item. For more information, see "Return an order".

With most carriers you get a shipping confirmation with Track & Trace code. This allows you to track your parcel on the carrier's website.