Return & Refunds Policy

Every Merchill item is printed to order for you. Here is when we replace or refund an order, what is not covered and exactly how to ask.

1. Order Cancellation & Modification

You can cancel or change an order free of charge within 6 hours of placing it, as long as production has not started. Full details are in our Cancellation & Modification Policy.

2. 30-Day Return Window

Report a problem within 30 days of the delivery date (for a lost package, within 30 days of the latest estimated delivery date).

3. Eligible for a Replacement or Refund

  • The item arrived damaged.
  • The item is defective or the print is flawed (peeling, cracking out of the box, misaligned or blurry printing).
  • You received the wrong item, design, color or size compared with your order confirmation.
  • The item is significantly different from its product description.
  • The package was lost in transit, confirmed by carrier tracking or a carrier investigation.

We may ask for clear photos (and, rarely, a short video) showing the problem and the label on the package.

4. NOT Eligible

  • Change of mind, or no longer needing the item.
  • A size ordered without checking the size chart.
  • Slight color differences caused by screen settings.
  • Items that have been worn, washed or altered (unless the defect appeared on first wash following our care instructions).
  • Items sent back to us without first contacting us.
  • Packages undeliverable because of an incorrect address entered at checkout.

Because each piece is made to order, we cannot accept returns for these reasons.

5. Refund Timeline

We reply to every request within 24 hours on business days and make a decision within 2–3 business days. Once approved, we send a free replacement or a full refund — your choice. Refunds go back to your original payment method within 5–10 business days; your bank may take a few extra days to show it. In most cases you do not need to send the item back. If we ask you to return it, we email a prepaid return label — you never pay return shipping for our mistake.

6. How to Request

  1. Email [email protected] with the subject “Order problem” and your order number.
  2. Describe the problem and attach clear photos of the item and the shipping label.
  3. Tell us whether you prefer a replacement or a refund.

Support

Monday–Friday, 9:00 AM–5:00 PM Eastern Time. Closed Saturday, Sunday and U.S. federal holidays.

Merchill
800 Fowler St NW
Atlanta, GA 30313
United States
Email: [email protected]
Support hours: Monday–Friday, 9:00 AM–5:00 PM Eastern Time
Closed Saturday, Sunday and U.S. federal holidays

Last updated: October 11, 2026