How do I place an order?

  1. You can place an order on the website using a computer, tablet, or mobile device.
  2. Head to the campaign page you want to buy from (the URL should look something like this: https://www.mercht.com/c/campaignname) or check out our Featured Campaigns if you're looking for something new.
  3. Select your garment or merchandise style/type on the right hand side of the page, and then your colour or size if applicable (remember to double check the size guides to ensure you're buying the correct one), then hit the big blue BUY NOW button!
  4. On the Confirm & Pay page, enter your contact and shipping details and choose your payment method.  Check the box to confirm you've read (and understand) our terms & conditions - this is important.
  5. Hit the PLACE ORDER button and you're done - we'll authorise your payment method, and drop you a confirmation email.

What happens if the campaign I've supported doesn't succeed?

We won't print and ship the shirts unless the campaign meets the minimum sales target of ten items.  If the campaign doesn't reach the minimum required sales, then you won't be charged for your order and we'll cancel the payment authorisation.

When will my card be charged?

You are not charged when you initially place your order.  Your card will only be charged if the campaign you are ordering from completes.

When you initially place your order and enter your payment details, we authorise the payment to confirm the details you've submitted are correct.  If the campaign completes (ten or more items are sold) then the payment will be processed once the campaign ends.  If the campaign fails to complete, your pre-authorisation will be cancelled and no money will be taken.

What payment methods do you accept?

You can make payment for your order with all major credit and debit cards (including Visa, Mastercard, and American Express).  You can also pay using PayPal.

Is my payment secure?

It surely is!  We use Braintree to process all of the payments on Mercht.  Braintree is a validated Level 1 PCI DSS Compliant Service Provider (which essentially means your payments are super secure), and they take care of everything - we don't have access to any card or payment details.

My card keeps being declined by your site? What can I do?

Our payment processor, Braintree, communicates directly with your bank or credit card company and processes (or declines) these payment authorisations automatically.  Here at Mercht we have no access to this system, and cannot override it.

We recommend contacting your card issuer, and in the meantime perhaps try another card.  We also accept PayPal!

Can I change my address?

If you need to change your delivery address and the campaign is still running, drop us a line at hello@mercht.com and we'll be happy to sort that out for you.

If the campaign has ended, but your order has not yet shipped, we should still be able to help you out - just get in touch and we'll let you know!

Unfortunately, if the order has shipped there is nothing we can do at that point.  Royal Mail should return your parcel to us as undelivered, and we'll be in touch to check on your updated address before we send it out again.


[Please Note: if you update your address to a different country where shipping costs differ from your original order, you will need to pay the difference.  If the shipping costs are cheaper at your new address, we'll refund the difference.]

Where is my order now?

You can click the link in your order confirmation email to see the status of the campaign you've supported.  If the campaign's still running, you'll need to be patient - orders get printed and shipped once the campaign completes.  You can see the end date of the campaign on the campaign page.

If the campaign has closed successfully, you should have received a notification email letting you know we're going to print - this means your order is in production, and will be shipped out within 5 working days.

When you receive your shipping confirmation, it's with Royal Mail - UK delivery will be 2-3 working days later, European delivery should be within 3-5 working days, and if you're elsewhere in the world your delivery should arrive within 5-7 working days.

If you're still unsure, or haven't received any of our emails, drop us a line at hello@mercht.com and we'd be happy to give you an update!

When will my order arrive?

Mercht is a little different from an ordinary e-commerce store, as all of our items are made to order.  When you place an order, we will only print and ship that tee if the campaign completes.  When the campaign completes we will print and ship all orders within 5 working days.  Then it'll be in the capable hands of Royal Mail.  Don't worry - you'll get a notification email every step of the way, so you'll know when to look out for the postman!

If I order multiple products will they come in one shipment?

If you order multiple products from one campaign then yes indeed, they sure will!

However, if you order from two or more different campaigns then these orders will ship separately - we cannot combine two campaigns into one shipment.

Can I get my order faster if I pay more?

Because we only print when a campaign closes, we don't currently offer any expedited shipping services.
Rest assured, upon campaign completion we will print and ship your order out within 5 working days - we don't want you waiting any longer than necessary!

Do you keep designs in stock?

Nope, sorry!

Everything on Mercht is made to order, based on the number of items that are sold during the campaign's pre-order period.  Once this period is over, you can't order we're afraid...unless the campaign creator decides to run the campaign again by popular demand!

Do you ship to my country?

We almost certainly do!
When you add items to your cart and enter the checkout process, you'll be able to add your full address and country - once your country is updated, the order summary will refresh with the correct shipping cost and, if applicable, updated taxes.
If you've any questions about delivery, or your country isn't on the list, just drop us a line at hello@mercht.com and we'll see if we can help.

Will I have to pay import or duty charges?

If your order is being delivered to an address that is outside of the UK, it may be subject to import duties and/or additional taxes or expenses incurred due to complying with foreign regulatory requirements or laws. You will be responsible for payment of any such duties and/or taxes in addition to our price including VAT (if applicable) and the cost of delivery. Please note that we have no control over these charges and cannot predict their amount. Please contact your local customs office or taxation authority for further information before placing your order.

My order has been returned to sender, what happens now?

If Royal Mail returns your parcel to us as undelivered, we'll be in touch to let you know as soon as we receive it back.  Before we resend it out, we'll double check your address with you to ensure it's going to the right place.

My order was damaged in the post, can you help?

Yikes, sorry to hear that!
Please email us at uhoh@mercht.com with your order details and pictures of the damage and we'll look into it for you.