The Merchant's Mark Policies and Customer Information
Our Policies
Clear information, straightforward terms and no unnecessary small print.
At The Merchant's Mark, many of our pieces are handcrafted, made to order and individually personalised. The policies below explain how ordering, delivery, returns and the use of our website are handled.
If you have any questions before placing an order, please contact us and we'll be happy to help.
Delivery & Shipping
Find information about production times, dispatch, UK delivery and what to do if an order is delayed or arrives damaged.
Returns & Refunds
We want you to be pleased with your order. Our Returns & Refunds Policy explains the return process for eligible products, including the conditions that apply to personalised, bespoke and made-to-order items.
View our Returns & Refunds Policy →
Personalised & Bespoke Products
Many of our products can be engraved or made specifically for you. Because personalised and bespoke pieces are created to your specification, they cannot normally be returned simply because you change your mind.
This does not affect your statutory rights where an item is faulty, damaged, incorrectly supplied or not as described.
Further information can be found in our Returns & Refunds Policy.
Read about personalised product returns →
Privacy
Your privacy matters to us. Our Privacy Policy explains what personal information we collect, why we collect it, how it is used and your rights in relation to your information.
Terms of Service
Our Terms of Service set out the terms that apply when using this website and purchasing products from The Merchant's Mark.
This includes information relating to orders, pricing, product descriptions, natural material variation, personalisation and the responsibilities of both you and The Merchant's Mark.
Handmade Products & Natural Materials
Our products are made using natural materials including solid timber. Grain, colour, knots, figuring and other characteristics will naturally vary from piece to piece.
These variations are part of the character of genuine timber and mean that no two pieces will be completely identical. Where products are handmade, small variations in dimensions, engraving position and finish may also occur.
We consider these natural characteristics part of the product rather than defects.
Need Help?
If you're unsure about any of our policies, a personalised order or whether a product is suitable for your requirements, please contact us before ordering.
The Merchant's Mark
Handcrafted pieces, made with purpose.