Mercermelbourne Avis 

If I could give zero I would. Chinese company - clothes nothing like you order. No refund - absolute joke.

Should have read all the negative reviews before purchasing as they are all true. For a company that portrays themselves as a ‘boutique Melbourne business’, their ordering, postage and returns process has been anything but ‘local’. Items are shipped from a warehouse in China, which is not the issue by the way. The issue is that the boots arrived scratched with no box, thick tape all over the plastic bag that was meant to be a postal bag. When I reached out about the damage, I was given the option of a partial refund to keep the item or pay $40-$60 to post back to the warehouse for a full refund. Um, what?! Maybe if they were packaged properly they wouldn’t be damaged? If they weren’t damaged maybe I wouldn’t ask for a return? Is there a reason the physical store doesn’t have an address on the website? So many questions, no answers. Do not buy. Temu and Shein are easier to deal with to be honest 😂

I bought a cashmere jacket & leather bag online.
Both products were very poor quality without labels or care instructions.
When I tried to return it according to the returns policy I was given 3 options.
Return to their factory in China at my expense $50-$80 with no guarantee it would arrive.
15% partial refund
Replacements for a $20 contribution towards postage,
This company is a sham they advertise a shop front in Melbourne but no address.
We all need to issue a complaint with the ACCC to stop this sham business advertising products as leather & cashmere when clearly they are plastic and polyester.
Customers be aware!!

I returned jumper on the 18/7, I’m still awaiting my refund, I’ve given all documentation asked for and I’m still waiting for monies to be deposited back into my bank account, next step is “ Fair Trading” I think I’ve been patient enough

I was sent a wrong order. I advised them of the wrong order and they asked for picures and it's been 2 weeks and no apolgy, no communication. I think they are a fraudulant company. I have sent multiple emails with no success. Their review rating on website does not work. There is no phone number to call. Stay away from them

Two items of clothing that I ordered online were unsuitable (design faults in sizing of necklines).
they arrived eventually via Australia Post.
Upon requesting a refund for return of items I was informed that it would be extremely difficult to ensure this could be accomplished as the warehouse is in China. I was offered as a goodwill gesture 15% refund which I accepted. However, I still wish to complain about the fact that this company is effectively not enabling returns of faulty goods.

As a novice online shopper I am very happy with the colour, fit, and feel of my new polo neck cashmere jumper - it didn't disappoint. The bonus of being well priced added to a very happy purchase. Highly recommended. Also the Customer Care team kept me up to date with the delivery. Thank you.

Brown pants a cross between Brown and purple thin as paper told that it would cost me around 90 dollars to return them to China

Unfortunately the order took a lengthy period of time to arrive.
In saying that, the customer service from Cate and the team has been second to none.
Quality of the products I ordered is great and will be used as presents, I’m sure the kids will love them just as much as I do.

I believed this company to be an Australian family business so felt that I would support them..that was my error. I found what was represented as a lovely pair of shoes on their website, with beautifully finished heels and sole, but received a pair of cheap and nasty shoes with a heel made of rubber, soles the same and came from China in a plastic bag, so they were also mangled looking upon arrival. I requested a refund due to the obvious damage and differences from website to actual product, but have had nothing but the run around emailing up and down. They maintain that the difference in appearance is caused by the photographic process and therefore have no liability.
Obviously the policies on their website are misleading as they refuse to abide by them and if I could give a zero rating to this business, I would .

Customer service is amazing. Lovely items and high quality materials. Will buy more

A little delayed in arriving, although i was kept well informed. I was concerned as this is a new business, it may of been a scam. With all the updates about my parcel helped put me at ease. Very happy with my purchase, the quality of the boots are great. Thank you.

The staff were responsive to my emails. They sent regular updates on shipping via text and email. I am extremely happy with the service.

More Chinese Rubbish - fabric synthetic, Sizing is terrible, advertising Melbourne store front but doesn’t exist. Requested a refund as per policy and now being ignored.

The sale was prompt and efficient but let down by Australia Post. Sophie frequently kept me updated but not much can be done once in the hands of AustPost!! I made a mistake in sizing which was quickly rectified. I am very happy with the service and product range, and will be back again !!

The site makes it look like they have a store front in Melbourne. They don’t. The shoes came from China, wrapped in plastic, no box. They are cheaply made, plastic soles, flimsy, terrible quality. The site made it seem like they are leather with ‘leather’ used in the banner & description but deep in the detail it says ‘pu leather upper’. Returns are not ‘easy’ as claimed and have to go back to China so also expensive as well. DO NOT BUY FROM THIS SHONKY OUTFIT

Excellent customer service and communication. The product I ordered was fantastic and I have received a lot of compliments. I will definitely purchase again from this company.

Absolutely thrilled with my purchase! Bought 2 pairs of leather boots, excellent quality, well-made, and exactly as described. The customer service was outstanding, with prompt communication from start to finish. Highly recommend, and I'll definitely be purchasing again. Thank you!

Awesome service 😀🤙 clothing unreal

Do not use this company. I don't usually buy online for these reasons but this time I did my due diligence making sure it was an Aus company and that the goods were coming from Aus. Quality is terrible and sizing way off. When I tried to return for a refund they told me I had to send the item back to their warehouse in China which would cost more than I paid for the item. Told me that their website clearly states this which it does not and when I questioned it suddenly all the links to their Returns Policy and the Mercer Melbourne website are not working.
Their emails are all written by a Bot - this company is a complete scam.