FAQs
Last Updated: January 2026
This Frequently Asked Questions (FAQs) page is designed to help you better understand how shopping with Mercref works. Below you will find answers to common questions about orders, shipping, payments, returns, and account support.
If you would like to learn more about our company and our commitment to quality footwear, we invite you to visit our About Us page.
1. Orders & Account
Do I need an account to place an order?
No. Customers can place orders as a guest without creating an account. However, registering an account may help you manage orders and checkout faster in the future.
Can I change or cancel my order?
Orders may be modified or cancelled before they enter the processing stage. Once fulfillment begins, changes may no longer be possible. Please review our Cancel & Change Order Policy for detailed instructions.
How will I know my order is confirmed?
After completing your purchase, you will receive a confirmation email containing your order details and receipt.
2. Shipping & Delivery
What is the order cut-off time?
Orders placed before 5:00 PM (EST), Monday through Friday, are typically processed the same business day.
How long does delivery take?
Order processing generally takes 1 business day, while shipping usually requires 2–6 business days. In most cases, customers receive their order within 3–7 business days. For full details, please refer to our Shipping & Delivery Policy.
Which carriers do you use?
We work with trusted logistics providers such as USPS, UPS, and FedEx to ensure reliable and secure deliveries.
Will I receive a tracking number?
Yes. Once your order has shipped, a tracking number will be emailed so you can monitor the delivery progress.
3. Shipping Fees
How much does shipping cost?
We offer a flat shipping rate of $6.99 per order. All shipping costs are displayed during checkout before payment is completed.
Do you ship internationally?
International shipping availability may vary depending on the destination country. Any customs duties or import taxes are the responsibility of the customer.
4. Payments
What payment methods do you accept?
We accept a variety of secure payment options. A full overview of available payment providers can be found on our Payment Methods page.
- Visa
- Mastercard
- American Express (Amex)
- Discover
- PayPal
- Apple Pay
- Google Pay
- Shop Pay
Is my payment information secure?
Yes. All transactions are processed through encrypted and secure payment gateways to ensure your financial information remains protected.
When will my payment be charged?
Your payment will be processed immediately after your order has been successfully placed.
5. Returns & Refunds
What is your return policy?
We accept returns within 30 days of delivery for items that are unused and in their original condition. For detailed eligibility requirements and instructions, please read our Return & Refund Policy.
How long does it take to receive a refund?
Refunds are typically issued within 7 business days after the returned product has been received and inspected.
Are there any return fees?
We do not charge restocking or handling fees for standard returns.
6. Products & Sizing
Are product images accurate?
We make every effort to ensure product images accurately represent the items sold. However, slight differences may occur due to lighting conditions or screen settings.
How do I choose the correct size?
We recommend reviewing the size guide provided on each product page. If you require additional assistance, our support team will be happy to help.
Will the product look exactly like the photos?
Minor visual differences may occur, but the overall style, quality, and materials remain consistent with the product description.
7. Order Issues
What if my order is delayed?
Delivery delays may occasionally occur due to carrier issues or unforeseen circumstances. If your order appears significantly delayed, please contact our support team through the Contact Us page.
What if I receive a damaged or incorrect item?
Please contact us with your order number and photos of the issue so our team can resolve it as quickly as possible.
8. Promotions
Can I use multiple discount codes?
Unless otherwise stated, only one promotional code may be applied per order.
Do promotions apply to all products?
Certain promotions may exclude specific items or collections depending on the campaign.
9. Privacy & Website Use
How is my personal information used?
Customer information is used only for order processing, customer support, and service improvements. You can learn more by reviewing our Privacy Policy and Cookie Policy.
What rules apply when using this website?
All users must follow the terms governing the use of this website, which are explained in our Terms & Conditions. Additional legal information can also be found in our Disclaimer.
How are intellectual property concerns handled?
If you believe that content on our website infringes upon your intellectual property rights, please review our Intellectual Property Claim and DMCA Policy for information on how to submit a request.
10. Contact
How can I reach customer support?
If you have any questions that are not covered in this FAQ, please visit our Contact Us page to reach our support team.
Our team is always happy to assist with questions regarding orders, products, returns, or store policies.
