Cancel & Change Order Policy
Last Updated: January 2026
This Cancel & Change Order Policy describes how customers may request to cancel or modify an order placed with Mercref. Our store specializes in women’s footwear, including Boots, Sandals, and Sneakers. The purpose of this policy is to provide clear, transparent, and fair guidelines regarding order changes, cancellations, and related refunds.
By placing an order on our website, you acknowledge that you have read, understood, and agreed to this policy. We strongly encourage customers to review this page carefully before completing a purchase.
1. Policy Scope and Applicability
This policy applies to all orders placed directly through the Mercref website. It outlines the conditions under which an order may be canceled or modified, as well as situations where such requests cannot be accommodated due to processing or shipping limitations.
Because our fulfillment process is designed to be fast and efficient, cancellation and change requests are time-sensitive. Requests submitted outside the permitted window may not be approved.
2. Order Processing Timeline
Once an order is placed, it is immediately sent to our processing system for verification, packing, and shipment preparation. Orders are processed on business days only.
| Processing Detail | Information |
|---|---|
| Order Cut-Off Time | 5:00 PM (EST), Monday – Friday |
| Handling Time | 1 business day |
Orders placed after the cut-off time or on non-business days will be processed on the next business day. Once an order enters the shipping stage or is handed over to a carrier, it can no longer be modified or canceled.
3. Order Cancellation Policy
Customers may request to cancel an order before it has been shipped. Cancellation requests must be submitted as soon as possible to increase the likelihood of approval.
- No cancellation fees are charged
- Approved cancellations receive a full refund
- Refunds are processed using the original payment method
If an order has already been shipped, cancellation is no longer possible. In such cases, customers may initiate a return after delivery in accordance with our Return & Refund Policy.
4. Order Change Policy
Customers may request changes to an order before shipment. Common change requests include, but are not limited to:
- Updating shoe size
- Changing color or style
- Correcting shipping address details
- Updating contact information
All change requests are subject to product availability and order status. If a requested change cannot be accommodated, customers will be notified promptly with available alternatives.
5. Requests That Cannot Be Accepted
For operational and logistical reasons, we are unable to accept cancellation or change requests in the following situations:
- Orders that have already been shipped
- Orders in transit with USPS, UPS, or FedEx
- Requests submitted after the processing window
These limitations help ensure accurate order fulfillment and timely delivery.
6. Refunds for Canceled Orders
Once a cancellation request is approved, a refund will be issued to the original payment method. Refund processing times may vary depending on your bank or payment provider.
| Refund Detail | Information |
|---|---|
| Refund Amount | 100% of the order value |
| Processing Time | Within 7 business days |
7. How to Submit a Request
To request an order cancellation or modification, please contact our customer support team with the following information:
- Order number
- Full name used during checkout
- Clear description of the request
Email: support@mercref.com
Support Hours: Monday – Saturday, 8:00 AM – 7:00 PM (EST)
8. Policy Updates
Mercref reserves the right to modify or update this Cancel & Change Order Policy at any time. Any changes will be posted on this page with an updated revision date. Continued use of our website constitutes acceptance of the revised policy.
