FAQ

General

How many items can I receive per month?
You can receive an unlimited number of items per month, however you can only have 2 items maximum checked out at the same time. We will only send a new item after you have returned and we have received one of the two items checked out.

Which types of items can I get with The Mercer Club?
Choose from everything on our website, including tops, jeans, pants, bags and hats.

I lost my return box and slip for my shipment. How do I return my items?
Send your order via UPS (with tracking and insurance) or USPS priority mail (with insurance) to the address below. Please email us with your new return tracking information. You will be responsible for paying for the shipment. Your next package will include a new return envelope.

Order #
The Mercer Club
645 West 44th Street
New York, NY 10036

If you lose or fail to return the black The Mercer Club box, you will be charged $25. 

Can I borrow an item, wear it, and then let a friend wear it during my borrowing period?
The Terms & Conditions you agree upon when placing an order state that you are to be the only person who wears any item borrowed during your borrowing period. If someone else wears the garment during your rental period and something happens to it you will be held liable.

How does Verification work?
Verification is required for all member accounts. You’ll only be able to utilize The Mercer Club once you’ve been verified. Through the verification process, we establish each user’s identity for security and verification purposes.

Verification is a two-step process:

Step 1: You upload documents
Depending on the particular rental request, we may ask you for some/all of the following information:
• ID
• Selfie with you holding your ID
• A proof of address dated from the last 3 months
• A proof of employment (payslip)
• Personal and/or professional social media or website links
• Credit card details
We’ll let you know which of the above documents you need to upload when you make your rental request.

We store your documents on file, so you don’t have to re-upload the same documents again the next time you rent.

Step 2: We make a verification assessment
Once your documents have been uploaded, a combination of humans and non-humans assess your application to establish your identify and assign you a trustworthy score.
If you get a high enough trustworthy score, your account is verified and you can freely use the site. If the trustworthy score is too low, we unfortunately will have to restrict your access on the site.

Whilst our Verification algorithm is incredibly effective, being verified is an ongoing process. If at any stage The Mercer Club is uncomfortable with a user’s identity we reserve the right to suspend an account or request more verification information.

How do late fees work for late items?
If you don’t return your pieces on time, we reserve the right to charge applicable late fees of the rental price per day plus $50/day for the item. If we still haven’t received your return 30 days after the applicable return date, we reserve the right to charge you the market value price for that item, plus the cost of the late fees incurred and any other additional expenses incurred in trying to retrieve the item.

Account Billing

How will I be billed for The Mercer Club
The Mercer Club will charge you a monthly membership fee of $10. Your Unlimited membership automatically renews and you will be billed on the same date every month at the rate then in effect to your payment method on file. You can cancel anytime prior to the next billing cycle by contacting the Member Concierge at contact@joinmercerclub.com

What happens if I lose or damage a piece?
You will be charged the market value price as indicated on the item page. All items are tracked, and inspected before and after each order is shipped.

Can I pause my subscription?
If you need to take a small break from your subscription, just write contact@joinmercerclub.com and let our team know about hold request. We can place your account on hold for up to three months. Please note that your official hold will begin once you have returned all clothes your back to The Mercer Club.

How do I cancel my membership?
You can cancel at any time prior to the next billing cycle by contacting us at contact@joinmercerclub.com or going to BECOME A MEMBER on the site homepage and clicking on Cancel The Mercer Club subscription.

Can I buy and keep an item that I receive?
No, items are not for sale and are to be used the allowed rental period and returned.

What payment options do I have?
You can pay using all major credit cards (including Visa, MasterCard, American Express, Discover, and JCB.) that have been verified and a verified PayPal account.  We do not accept checks, money orders or pre-paid credit cards.

The Mercer Club takes security seriously and the payment platform we use is very stable and secure. Your credit card data is never sent to our servers and instead sent directly to PayPal.

 

Shipping

Where do you ship?
We ship to all of the United States, including Hawaii, Alaska, the US Virgin Islands, Puerto Rico and Guam. We do not ship to Post Office Box APO, FPO and DPO addresses. We currently do not ship to international addresses.

Do I have to pay for shipping?
There are no shipping and handling fees. We take care of that for you, both ways.

How long will it take to receive my order?
We use USPS Priority Mail, so your order should arrive 2-3 days after its original mailing date.

I’ve placed my order. What do I do next?
Your order will ship out from our headquarters 1-2 days before your rental begin date.

Once it’s shipped, you can track your orders in real time with your tracking number.

My rental hasn’t arrived yet. When can I expect to receive it?
Orders typically ship out 1-2 days before your rental begin date. Your order will be delivered by 8pm EST on the first day of your rental period (NYC residents, it’ll get to you before 10pm EST).

Don’t forget, if you’re having your rental delivered to an office or apartment building you’ll need someone to sign for the package.

Can I keep the black The Mercer Club box I received with my order?
In an effort to be more sustainable and eco-friendly, we designed our garment bags to be recyclable. They are yours to use until you are ready to return your item.

Cleaning and Care

What is your cleaning process?
Every clothing item you receive is cleaned by our professional cleaning service and all accessories are carefully disinfected prior to being styled and pulled for you. Then at the time of packing, all garments and accessories are reinspected before being shipped to you.

Am I able to wash or dry clean, or tailor my items?
No need to clean your pieces on your own! We take care of that for you. We’ve become dry cleaning experts and always make sure pieces stay in mint condition.

We do not allow any alterations to any of our pieces.

What condition are the items in?
We take great care to clean and inspect all of our pieces so they arrive in like-new condition. We do all dry cleaning and repairs in our state of the art facility to ensure the highest quality.

Do I need to iron or clean the items before sending them back? 
No. Just mail everything back to us and our team will take care of it.

All items are tracked and inspected before and after each order. If the item is lost, damaged or stolen you will be charged a fee as indicated on the item page for such an item.

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