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Customer service

Welcome

Shipping and Returns


All of our products will be shipped with DHL Express (including & On-Demand delivery), the fastest shipping service available.

We offer free worldwide shipping on all orders over €100,-. If you have purchased and wish to exchange a product, please contact us as soon as possible. Please direct any of the above-mentioned matters to: service@merceramsterdam.com. We guarantee you the right to return an online order (or part hereof) for any reason within 14 days of having received it. We offer free returns for orders that have been placed within the BENELUX (Belgium, The Netherlands and Luxembourg). Orders placed before 9PM CET during working days will be handed over to DHL same day. 

Please see our Terms & Conditions for a more detailed description. If you need to return a webshop order to get a refund or change a product for a different size please ship it to this address: Mercer Amsterdam Customer Service, Havenkade 2S, 3281 LS, Numansdorp, The Netherlands.


Country Delivery Time (indication)
Netherlands 24 hours
Belgium 24 hours
EU 48 hours
UK 48 hours
US 3-5 days
Rest of the World 5-16 Days

Contact


Head Office:

Koningin Wilhelminaplein 8 Unit 2.08
1062 HK, Amsterdam
The Netherlands

Customer service:

service@merceramsterdam.com
Telephone: +31(0) 88 773 64 10

For general inquiries and wholesale requests:
info@merceramsterdam.com

Stores


Shoebaloo
Paul Warmer
PL-Line
Pauw
Beau Beerens
Tessuti
Flannels
Selfridges Co
Shoetique Croatia
Level Shoes Dubai

With over 150 stores worldwide, we can help you find a store near you.
Email us at info@merceramsterdam.com

Terms & Conditions


GENERAL
Access to and use of this Website and the products and services available through this Website (collectively, the “Services”) are subject to the following terms, conditions and notices (the “Terms of Service”). By using the Services, you are agreeing to all of the Terms of Service, as may be updated by us from time to time. You should check this page regularly to take notice of any changes we may have made to the Terms of Service. Access to this Website is permitted on a temporary basis, and we reserve the right to withdraw or amend the Services without notice. We will not be liable if for any reason this Website is unavailable at any time or for any period. From time to time, we may restrict access to some parts or this entire Website.

This Website also contains links to other websites, which are not operated by Mercer Amsterdam (the “Linked Sites”). We have no control over the Linked Sites and accept no responsibility for them or for any loss or damage that may arise from your use of them. Your use of the Linked Sites will be subject to the terms of use and service contained within each such site. Mercer Amsterdam is registered with the Chamber of Commerce in Amsterdam under the following name and address:

Name: Mercer Amsterdam B.V.
VAT number: NL853151544B01
KVK Number: 58716424
Address: Nieuwe Uilenburgerstraat 14, 1011 LP, Amsterdam, the Netherlands

TERMS OF SALE
By placing an order you are offering to purchase a product on and subject to the following terms and conditions. All orders are subject to availability and confirmation of the order price. Dispatch times may vary according to availability and any guarantees or representations made as to delivery times are subject to any delays resulting from postal delays or force major for which we will not be responsible.

PRICING AND AVAILABILITY
Whilst we try and ensure that all details, descriptions and prices that appear on this Website are accurate, errors may occur. If we discover an error in the price of any goods that you have ordered we will inform you of this as soon as possible and give you the option of reconfirming your order at the correct price or canceling it. If we are unable to contact you we will treat the order as cancelled. If you cancel and you have already paid for the goods, you will receive a full refund.

PERSONAL INFORMATION
You are responsible for the accuracy of your personal information on this website and on your order. This includes but is not limited to your name, email address, credit card information, and address. By submitting your personal information to Mercer Amsterdam you declare that you are the lawful owner and user of this information. Mercer Amsterdam has the right to charge you with any costs resulting from inaccuracies of this information.

DELIVERY
You are required to accept the delivery when it is delivered to your address. If you are not able to accept the order at this attempt there will be following attempts and/or opportunities to pick it up from the warehouse of the courier. If you refuse to accept delivery of an order or have been unable to accept or pick it up at another time and date the order will be returned to us. Any additional processing and shipping costs will be at your expense. The customer has the right to cancel the order if the delivery time exceeds 30 days.

SHIPPING METHODS
For shipments we use DHL. You can order with confidence, safe in the knowledge that we’ll do our best to get your goods to you as quick as we can. It takes just a few days to deliver your order, wherever you are, however we don’t like to guarantee exact delivery times due to unexpected delays that could occur with customs etc. The customer is fully responsible for any import duties.

RETURNS AND EXCHANGES
You can return an item if you are not satisfied with your purchase. Returns must be made within 14 days of receiving the order. Items must be returned unused, with the original labeling and packaging intact. Shoes must be unworn and have clean and undamaged outsoles and uppers. When an item is not in mint condition we cannot provide a refund. We will exchange your returned item or give you a refund. Shipping and Handling costs are not refundable. Return shipping costs are at the customer’s expense. Please take into account that you are responsible for the package until we have received it. We recommend insuring returns. Items bought with discount can not be returned.

OWNERSHIP
Transfer of ownership of a product will not take place until full payment has been received by Mercer Amsterdam.


INTELLECTUAL PROPERTY, SOFTWARE AND CONTENT
The intellectual property rights in all software and content made available to you on or through this Website remains the property of Mercer Amsterdam and are protected by copyright laws and treaties around the world. All such rights are reserved by Mercer Amsterdam. You may store, print and display the content supplied solely for your own personal use. You are not permitted to publish, manipulate, distribute or otherwise reproduce, in any format, any of the content or copies of the content supplied to you or which appears on this Website nor may you use any such content in connection with any business or commercial enterprise. You shall not modify, translate, reverse engineer, decompile, disassemble or create derivative works based on any software or accompanying documentation supplied by Mercer Amsterdam. No license or consent is granted to you to use these marks in any way, and you agree not to use these marks or any marks, which are similar without the written permission of Mercer Amsterdam

VARIATION
Mercer Amsterdam shall have the right in its absolute discretion at any time and without notice to amend, remove or vary the Services and/or any page of this Website.

INVALIDITY
If any part of the Terms of Service is unenforceable (including any provision in which we exclude our liability to you) the enforceability of any other part of the Terms of Service will not be affected all other clauses remaining in full force and effect. So far as possible where any clause/sub-clause or part of a clause/sub-clause can be severed to render the remaining part valid, the clause shall be interpreted accordingly. Alternatively, you agree that the clause shall be rectified and interpreted in such a way that closely resembles the original meaning of the clause /sub-clause as is permitted by law.

WAIVER
If you breach these conditions and we take no action, we will still be entitled to use our rights and remedies in any other situation where you breach these conditions.

GOVERNING LAW AND JURISDICTION
These terms and conditions are to be construed in accordance with the laws of the Netherlands and in the event of any dispute or claim associated with these terms and conditions, that dispute or claim shall be subject to the exclusive jurisdiction of the Dutch courts.

Privacy Policy of MERCER Amsterdam
We never share or sell your information to any third party. Your details are only used to contact you about your order or issues relating to Mercer Amsterdam. Your credit card information is never stored.

Privacy Policy


Mercer and its group companies (Premium Inc B.V.) consider the protection of your privacy and safety very important.

Data processing
When you visit this website, place an order, subscribe for the newsletter, ask us a question or participate in a contest or survey on this website, we ask you to submit, among other things, your name, address, bank and/or payment details. Mercer will use these data for the following purposes:

  • to provide and invoice our services;
  • to process your order and to inform you on its progress;
  • to provide you with information on Mercer organisation, products and activities;
  • to provide information to third parties if this is necessary for them to be able to perform their work for Mercer or by virtue of any legal obligations;
  • to answer any questions, you may have. If you registered for the Mercer membership, Mercer will use these data for the following additional purposes:
  • to send you special offers and/or newsletters by e-mail, text message and/or regular mail concerning the Mercer membership;
  • to link your email address with your preferred Mercer Store;
  • to create offers that are in line with your preferences and purchases.

If you joined in a prize contest, Mercer will use these data for the following additional purposes:
- to provide you with information on the results of prize contests.

Finally, we record information (among other things the IP address used) for composing user statistics and for securing the website.
All data, including but not limited to, your personal data and purchase data will be processed by data controller Premium Inc Retail B.V., Piekstraat 71, 3071EL Rotterdam, The Netherlands. For the purposes set out in this Privacy Policy, all data may be exchanged between the Premium Inc group of companies, including those based in countries within and outside the EU, and including Premium Inc subsidiaries that run the Premium Inc Webshops in your country under the instructions of Premium Inc B.V. For the purpose of analysing the purchase history for marketing purposes, your data can be stored on third party servers. Those third parties store and process your data under instructions of Premium Inc B.V. This analysis will only be used by Mercer. Unless provided otherwise herein, your data will not be made available to third parties.

Mercer membership
The Mercer membership is the loyalty program for customers of Mercer Stores. If you are at least 18 years, you can register as a member for free in a Mercer Store or via merceramsterdam.com. You agree to receive special offers, newsletters by e-mail, regular mail and/or text message from Mercer concerning Mercer products and Mercer activities, including invitations to special events. If you no longer wish to receive these, you may terminate your membership to the Mercer membership at any time by notifying Mercer via the unsubscribe link in the newsletter footer.

Your rights
You have the right to inspect the data recorded by Mercer concerning you at any time. If (part of) these data are incorrect, you may request Mercer to adjust, supplement, remove or screen those data. Please send your request to: service@merceramsterdam.com or by regular mail: Mercer, Piekstraat 71, 3071EL Rotterdam, the Netherlands. If you do not wish to receive any marketing information on Mercer, its organisation or its products, please send an e-mail to: service@merceramsterdam.com.

Cookies
A cookie is a small piece of data sent from a website and stored in your web browser on your computer, mobile or other handheld device, while you are browsing a website. Cookies may be used to store your passwords and user ID’s, preferences of start pages, ordering status on a website, personalisation or website tracking (eg targeted marketing). The information stored in a cookie may later be read from your browser in order to –among other functions- deliver a page tailored to you or to automatically log in.

Use of cookies
Cookies allow you to make full use of the online shopping and personalized features available on this website. Cookies also help us to provide you with the best shopping experience possible by giving us information which we use to improve the usability and the performance of this website. Furthermore, we use tracking pixels in our email newsletters to track clicks back to our website.

How to change your cookie settings and withdraw your consent
Most web browsers automatically accept cookies. Unless you have adjusted your browser settings so that it will refuse cookies, cookies will be set when you continue to access this website. By using and browsing this website, you consent to cookies being used in accordance with this cookie policy. If you do not consent to the placement of cookies, or you wish to withdraw your consent, you can remove existing cookies from your browser and prevent new cookies being placed by changing your browser settings. How to do this will depend on the browser you use. You can find this information regarding the following browsers here:
Google Chrome
Internet Explorer
Mozilla Firefox
Safari

However, if you do this, it may happen that you will be unable to make use of all options on our website. You may also adjust your browser in such a way that you will be notified if a cookie is placed on your computer. Please bear in mind that certain cookies are needed for the website to be able to run.

Cookies used on this website
Cookies on this website that do not require approval
Cookies that are essential, also known as ‘strictly necessary’ cookies, enable features without which you would not be able to use the website as intended. They are only saved on your computer while you are actually browsing the website.

Cookies on this website that require consent
Cookies which, in strictly legal terms, are not absolutely essential in order to use this website, do nevertheless fulfil important functions. Without these cookies, features that enable our website to be used easily will no longer be available. Settings you make, such as language choices, will no longer be saved, so you will be asked about them every time you change pages. As well as that, we will no longer have a way of presenting offers and other relevant communications to you that are tailored to you personally. Categories of Cookies used on this website

Strictly necessary cookies
These cookies are essential for the operation of the website and are used by Mercer for technical purposes such as keeping track of your current shopping session and enabling you to proceed to checkout and pay for products. These cookies are session cookies, which typically store information in the form of a session and they are stored in temporary memory and are erased when you close the web browser.

Performance cookies
These cookies gather information about how a website is used. They are used by Mercer to collect statistical information about the number of visitors that use the website through the link in the email newsletters, to measure the success of the newsletters; to collect statistical information about how visitors use this website in order to improve the way the website works and measure the success of competitions and campaigns. These cookies are used exclusively to improve the performance of the website, and with it the user experience. These cookies are persistent cookies and they are stored on your hard drive until they expire or until you delete them.

Functional cookies
These cookies enable a website to save information which has already been entered (such as user names, languages choices, and your location), so that it can offer you improved and more personalised functions. They are used by Mercer to distinguish you from other users of the website, so Mercer can personalize your shopping experience by making this website and the advertising displayed on it more relevant to your interests and can remember choices you make (such as your user name, language or the country you are in) when you return to visit this website. These cookies are persistent cookies and they are stored on your hard drive until they expire or until you delete them.

Marketing and Retargeting cookies
These cookies are used to deliver adverts and other communications more relevant to you and your interests. They are used by Mercer to make relevant offers to you outside of the Mercer.com website. Furthermore, Mercer uses cookies to enable us to fulfil our contractual obligations to third parties, for example to pay a partner if you have made a purchase on this website by following a link from their website. These cookies are persistent cookies and they are stored on your hard drive until they expire or until you delete them.

First and Third party cookies
Both session cookies and persistent cookies are used by Mercer and third parties on this website.

Cookies placed by Mercer are called first party cookies and are used for various purposes for example to remember the username and to remember the items in a basket. Cookies placed by Mercer are stored for the period as mentioned in our detailed cookie here or until you delete them. Cookies placed by a different party than Mercer, are called third party cookies. These cookies may “follow” you through various websites and for a longer period of time, but they do not collect personal data from which the third party would be able to identify you, the individual customer. The third parties placing these cookies may be suppliers who partner with us to deliver our website, companies that participate with us in affiliate marketing programs and other third parties.

For the use of cookies by other companies, the privacy and cookie policy of such other companies applies.

Social media plugins
Social media plugins are plugins that enable you to 'share' content with friends through social networks, such as Facebook and Twitter or similar service providers. We do not control the setting of these plugins. If you would like to know more about what kind of data may be collected through such social plugins and how such data may be used by the respective service provider, please check the privacy policy of that service provider:
Instagram
Twitter
Facebook
Pinterest
YouTube
Google

To increase the protection of your data while visiting our website, social media plugins are integrated into our site by the so called “two click solution”. Such integration ensures that by accessing the website containing social media plugins no connection to the social media provider servers is established. A connection will not be established until you activate the social media plugin and give your consent for the transfer of data. The content of the social media plugin will be transferred directly to your browser and embedded in the website. By embedding the social media plugin social media providers receive information which of our sites you have accessed even if you do not have a profile with the social media provider and you are not logged in. This information will be directly transferred to servers of the social media providers, which are often located in the USA and stored there. If you interact with the social media plugins, for example to click the “like” button the respective information will be directly sent to asocial media provider server and stored there. The information is furthermore published in social media and will be shown to your contacts.

Google Analytics (Website Analysis)
Our website uses Google Analytics, a web analytics service provided by Google, Inc. (“Google”) Google Analytics uses cookies to facilitate the analysis of the use of the website by you. The information generated by the cookie about your use of our website will generally be transmitted to and stored by Google on servers in the United States. With the activation of the IP address anonymization on our website (see below). The full IP address is sent to and shortened by Google servers in the USA. Google will use this information on our behalf to analyze your use of our website, to generate reports about the website activates and to provide further services , such as Google Adwords and Google DoubleClick to use in connection with the use of the website and the internet. Google will not link your IP address with any other data held by Google.

We have entered into a data processing agreement with Google, which will act as ‘data processor’ on our behalf. We have supplemented the code on our website with the functionality to ensure that IP addresses are collected on an anonymous basis. You can object to the tracking with Google Analytics as described above, by clicking the button "Disable Google tracking" at the bottom of this page. A cookie will be set which will disable the future collection of data when you visit the website (so called opt-out cookie). You can also prevent the storage of cookies by respective settings in your browser software as described above; please note that you may then not be able to use all functions of our website to their full extent.

You can also prevent the Google tracking described above by downloading and installing the browser extension (plugin) available at: plug-in download Further information concerning data protection at Google Analytics is available at Google’s data protection notice under Google Analytics Cookies.

MailChimp
We send our e-mail newsletters with MailChimp. MailChimp will never use your name and e-mail address for own purposes. At the bottom of every e-mail sent automatically via our website you will see the 'unsubscribe' link. You will no longer receive our newsletter. Your personal data is stored securely by MailChimp. MailChimp uses cookies and other internet technologies that make it clear whether e-mails are opened and read. MailChimp reserves the right to use your data for the further improvement of the services and to share information with third parties.
For details on data usage in Mailchimp, see the Mailchimp data protection message at MailChimp Privacy.

Salesforce
Our webshop is developed with software of Salesforce. Personal data that you make available to us for the benefit of our services will be shared with this party. Salesforce has access to your data to provide us (technical) support, they will never use your data for any other purpose. Salesforce is required to take appropriate security measures on the basis of the agreement we have concluded with them. These security measures consist of the application of SSL encryption, a strong password policy and secure data storage. Salesforce reserves the right to share collected data within its own group and affiliated partners in order to further improve the service. Salesforce takes into account the applicable statutory retention periods for (personal) data.

Payment processors
Adyen
We use the Adyen platform for handling a (part of) the payments in our webshop. Adyen processes your name, address and residence details and your payment details such as your bank account or credit card number. Adyen has taken appropriate technical and organizational measures to protect your personal data. Adyen reserves the right to use your data to further improve the service and to share (anonymised) data with third parties. Adyen in the case of an application for a deferred payment (credit facility), share personal information and information regarding your financial position with credit rating agencies. All the above-mentioned safeguards with regard to the protection of your personal data also apply to the parts of the service for which they engage third parties. Adyen does not store your data for longer than allowed by the legal terms. For details on the data usage in the context of Adyen, see the data protection of Adyen at Adyen Privacy.

Securing personal data
Mercer ensures an appropriate degree and method of securing personal data. Therefore, Mercer aims at having data transmitted safely between your computer and our server. Mercer has taken appropriate technical and organisational measures to protect your personal data against loss or any form of illegal processing. Request insight in your personal data via service@merceramsterdam.com.

Mercer and other websites
This website may contain links to other websites. Mercer cannot be held responsible or liable for any processing of your data by these parties. For further information we advise you to read the privacy policy (if applicable) on the website concerned.

Adjustments
This privacy statement may be changed as a result of any adjustments and/or changes to the website. It is therefore advisable to consult this privacy statement on a regular basis.

Contact
If you have any questions on the Mercer privacy policy, please contact Mercer at service@merceramsterdam.com or by regular mail:

Mercer Webshop
Piekstraat 71
3071EL Rotterdam
The Netherlands