Refund policy

Sloane Mercer wants you to be completely happy with your purchase.

We specialize in designing details, embroidery, stationery and unique handcrafts exclusive to your needs. While we strive for quintessential perfection, we understand that part of being human is accepting our imperfections at every turn. Mistakes, though unfortunate & rare, do happen and, when they do, we will always try our very best to make it right as quickly as possible.

:: WE AIM TO AVOID MISHAPS ::

It is our practice to always send one complimentary proof for approval on custom orders. Should your order have required additional edits, the final production will not begin until an acceptance signature has been received on the final revision.  We do offer the option to waive proofing when time is of the essence; this option comes with the disclosure that when selected all sales are final.

Our return policies are as follows:

CUSTOM DESIGNS ELIGIBLE FOR RETURN:

Misspellings, unraveling embroidery threads, peeling or cracked printing, poor shirt construction, bad sticker cuts, staining, fading, or color mismatch.

 SUBMIT RETURN REQUEST NO LATER THAN 48 HOURS AFTER RECEIPT OF ITEM.

Step 1: NOTIFY US of errors IMMEDIATELY, email returns@sloanemercer.com, with the subject line:  RETURN REQUEST | Order No. (include your order number here)

Step 2: We will email you with a plan of action that will result in the quickest resolution possible along with a return authorization number and form. NOTE: Sometimes you will have options...other times not. We consider each return emergent and often times will begin production on your necessary correction even before all return steps are completed. 

Step 3:  Submit the form, WITH REQUIRED PHOTOS according to directions on the form - because every order is different, we always personalize your return form. Therefore, we can not in good conscience link a one-size-fits-all form to our page...your order is more than just a number. 

Step 4:  Manage your items according to plan. Sometimes this will involve returning items to us, other times this could include donating and submitting proof of donation. 

REGULAR INVENTORY  

5-day return policy, which means you have 5 days after receiving your item to request a return. However, because we are a small business, there is a $7.99 return shipping charge; which will be deducted from the total amount refunded. It is our goal to one day offer FREE RETURN SHIPPING. So, keep shopping with us and referring your friends and family over. The more we grow, the better our services become. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. 

To start a return, you can contact us at returns@sloanemercer.com & we will send you a return form which must be completed and sent back within 24 hours of initial return request.

If your return is accepted, we will send you a shipping label, as well as instructions on how to pack your items for return.  Items sent back to us without first requesting a return will not be accepted.  

Please note that all returns must be received before a refund/store credit is issued. 

Exceptions / non-returnable items

We do understand that accidents happen, shippers are rough and acts of nature can cause delays. Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot control anything that happens once your item has been shipped out but we will do our very best to make it right! 

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at returns@sloanemercer.com 

We sincerely appreciate your trust, cooperation and understanding with our Return & Refund Policies. Communication is key in the custom design business, and we would rather have too much than too little.  We do not believe in dumb questions and while we may not be online 24/7, we will do our very best to reply to your messages as timely as possible.