FAQs
Delivery & Shipping
HOW DO I KNOW IF MY ORDER HAS BEEN SHIPPED?
We will send you a 'dispatch confirmation' email as soon as your parcel has been collected by DPD. This email will also contain your tracking number.
IS MY PARCEL INSURED?
We insure all parcels during the time they are in transit until they are delivered to you. We require a signature for any goods delivered, at which point responsibility for the parcel passes to you. If you are not the receiver of your purchase for example a gift order) then the person who signs for the package confirms receipt and is accountable for the package. Please note, customers are responsible for insuring any return parcels to The Local Merchants.
CAN I CHANGE MY DELIVERY ADDRESS?
Provided the item has not been collected by our courier, we will do our best to update your preferred address, but we cannot guarantee. Please contact us as soon as possible at hello@thelocalmerchants.co.uk. Once the item has shipped, we are unable to change the delivery address.
CAN I HAVE MY ORDER DELIVERED TO AN ADDRESS DIFFERENT TO MY BILLING ADDRESS?
Yes, you can select a separate delivery address from your billing address at the checkout. If you are shopping with us for the first time, we reserve the right to ship your first order to your billing address (rather than an alternative shipping address).
WHAT HAPPENS IF NOBODY IS ABLE TO SIGN FOR MY ORDER?
DPD will leave a card to say they called, and that they will try again the following working day. If the 2nd delivery attempt is unsuccessful, they will leave a card asking you to contact them and rearrange a delivery at a time or address you will be available.
DO YOU SHIP INTERNATIONALLY?
We're sorry, but at this point in time we do not ship to international destinations for orders placed online. However, we are looking to expand our shipping to other countries soon. In the meantime, we will be shipping to Mainland UK only.
HOW DO I FIND OUT MORE ABOUT DELIVERY & RETURNS?
If you are having trouble finding what you are looking for regarding delivery & returns, please check our page on delivery & returns.
Returns, Refunds & Exchanges
DO I HAVE TO PAY FOR MY RETURN?
Yes, customers are responsible for the cost of shipping returns back to us. If you have requested an exchange, we will ship the replacement item(s) back to you free of charge. If you would like to return the item to the shop, we can exchange the item there and then, for the same item, or similar if not in stock.
WHEN WILL I RECEIVE MY REFUND?
All refunds are processed within 7 days of being returned to our store. We will send you an email to confirm that we have refunded your card. Please note: that refunds can take up to 14 days to credit on your account statement, depending on your card issuer, which is beyond our control.
HOW LONG WILL IT TAKE TO SEND OUT MY EXCHANGE ITEMS?
Exchanges can take up to 7 days to process. Standard delivery times apply from there on.
WILL I BE CHARGED TAX OR DUTY ON MY REPLACEMENT ITEM?
We mark all replacement shipments as ‘exchange’ or ‘replacement’ with ‘no commercial value’, on the basis taxes would have be en paid on the original order. In the unlikely event that your local authorities request taxes on the replacement item, we recommend that you dispute these charges with them directly.
Stock
HOW DO I CHECK IF A GARMENT IS IN STOCK?
You will not be able to purchase a garment if that garment is not in stock. The stock on the website is a true reflection of the stock that we have. If the size required is not shown, then it is currently unavailable for sale and will only become available for sale if the garment is returned to us by a customer. In the unlikely event that we do not have the garment in stock once you have placed your order, a member of our customer service team will be in contact.