Out of stocks
We understand it's frustrating to see that the item you want to buy is out of stock - so why do we continue to show these products when they're not currently available for you to buy?
It's because we believe you'll want to know that we normally stock that item, in case you want to buy it at a later date once more stock's been delivered, or if you want to try one of our shops as you'll still have the product details to hand.
You can also choose to filter your product search by in-stock items only, and in some instances we're also able to offer you the option of emailing you once the item does come back into stock.
Payment options
We offer various ways for you to pay for your order, including: Visa and MasterCard (including pre-paid cards); Maestro; American Express; Skrill, Mercator and Montana & Montana gift vouchers; partnership card vouchers; and money-off coupons. You can use a combination of gift vouchers and any payment card we accept to pay for your order.
If you'd like to use either a Compliments or One 4 All gift card, these are accepted as a form of payment only in our shops.
Please note also that as Skrill is an online-only payment system, we'll be able to exchange but not refund if you return items that you've bought online via Skrill to one of our shops.
Placing your order
Once you've found the items you'd like to buy and have added them to your basket, you can begin the checkout process by clicking on the "Your basket" link at the top of your screen.
You'll need JavaScript enabled on your computer to buy products and check out. Please enable JavaScript in your browser, then refresh your browser to continue. You can go straight to checkout to pay for your goods and arrange delivery. You can also opt to register with us so that you can retrieve your details and chosen delivery address/es. (Please note that this does not include your payment card details.)
You'll be asked to set up a password to access your account. Find out more about setting up a secure password
If you've already registered online with Mercator or Montana & Montana, simply enter your email address and password
At checkout, you can review and amend your order details on the Order Summary page
When you're ready to complete your order, click the 'place order now' button and wait for an online receipt. You'll also be sent a confirmation email with details of your order shortly after we've received it
Your confirmation email will have the subject line 'Thank you for your order'. The email will contain information about when your products will be delivered
Find out about our delivery lead times
If you haven't received this email within 24 hours of placing your order, or your products have not been delivered within the timescale stated in the email, or you have any other questions, then please email our Customer Services team or phone us between 7am and midnight, 7 days a week
For most products sent directly from our warehouse, your credit/debit card will be charged when your order is despatched.
If the product is being delivered direct to you from a supplier, for instance in the case of larger products such as eg. electrical appliances and or eg. furniture, you may be charged at any point between confirmation of your order and despatch. The exact timing of this will vary according to supplier and the product you're ordering, so we're sorry that we can't be more specific than this.
Find out more about safety and security on our web pages
Mercator.direct is for personal purchases, if you require large quantities of goods for business, please contact our Mercator or Montana & Montana Business Team.
We reserve the right to cancel an order if we believe it is for resale purposes.
Complaints process
We hope that you're pleased with any purchase you've made or service you've received from Mercator or Montana & Montana, and that you'll never have reason to complain - but if there's something you're not happy with, we'd like you to tell the relevant team about it so that we can try to put matters right.
Complaint handling and dispute resolution process
Contact us straight away
In the first instance, if you're in one of our shops, do ask to speak to a manager, or call or email the shop as soon as possible.
If you're still not happy with our response, please contact us using one of these options. If you call us, we'll try to sort out your complaint while you're on the phone. If this isn't possible, the advisor will agree a course of action with you.
mercator.direct
Tel: +44 (0) 20 3005 5315
Email us
complaint@mercator4u.com
By post
Customer Relations Department
Mercator and Montana & Montana
Post Box 14
405 Kings Road
Kensington & Chelsea
London
SW 10 0BB
United Kingdom
For problems or queries with
your purchase or service from mercator.direct
Escalating the complaint
If after contacting us you feel we still haven't resolved your complaint satisfactorily, please email or write to our Head of Customer Service:
Head_of_Customer_Service@mercator4u.com
Head of Customer Service
Mercator and Montana & Montana
202 Victoria Street
Westminster
London SW1V 1AV
United Kingdom