DELIVERY & RETURNS

DELIVERY AS OF MARCH 2026

All products at Doors of Mercy are made to order especially for you. This means each item is produced with care once your order is placed, rather than held in mass stock.

To remain mindful of waste and our environmental impact, we work in small, carefully planned production batches. This allows us to reduce excess materials, avoid overproduction, and ensure every piece is made with purpose - not surplus.

Once your order is placed, we allow 1 hour for any changes or cancellations via email. Unfortunately, after this time, we are unable to accept cancellations, returns, or amendments as your order will have already entered production. Please see our returns policy for further details.

We aim to deliver your item within 3–5 weeks of ordering. In many cases, it arrives sooner depending on our current batch schedule and seasonality, but during busier periods this timeframe may be required in full.

Delivery is currently free on all orders over £30.

Once you have placed your order, you will receive an order confirmation e-mail (this may be in your junk inbox). If you have not received this, please contact us so we can confirm your order. When your item is completed and has been shipped, you will receive another e-mail and/or tracking number from the couriers.

As these products are specifically made for you, we have implemented the following return and refund policy:

RETURNS:

    • All orders are made to order and therefore we generally do not accept returns.
    • However, if your product arrives damaged, defective, or significantly different from what was agreed upon, we will gladly accept a return and offer a refund or replacement.
    • Please notify us within 3 days of receipt of the product to initiate the return process.
    • Returned products must be unused, in their original packaging, and accompanied by the original receipt or proof of purchase.
    • Please note that our products are hand-made & made-to-order. Therefore due to the delicate nature of our hand-made products, we will not be held liable for any damages reported after 14 days of receiving your item.
    • If you would like to return your item for other reasons, a 50% cancellation fee will apply and the returns postage cost will not be covered. You must ensure the product is packaged appropriately and the item arrives to us in good condition. 

REFUNDS:

    • Once the returned product is received and inspected, we will notify you of the approval or rejection of your refund.
    • If approved, the refund will be processed and credited back to your original form of payment within 7 working days.

CANCELLATIONS:

Orders for made-to-order products cannot be cancelled or modified once production has started.

      • If you decide to cancel your order before production begins, a refund may be issued subject to a cancellation fee, which will vary based on the progress made on your order. This can vary between 20% - 50% of the total of your order. 

Due to the nature of our hand-made products, there may some slight imperfections. Please take care when using our products, and if you are unsure, please contact us for more information. 

Please note that these policies are subject to change and may vary depending on the specific product or service.

We encourage you to carefully review the terms and conditions provided during the ordering process or contact our customer service team for any further clarification.