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Help / FAQs

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Get in Touch

We're here. How can we help? Contact us anytime via
email or call us from 10am - 6pm EST.

info@ofmercer.com 212.979.2229


+ I have a question about my order, what should I do?

Get in touch! Send us an email at orders@ofmercer.com. We’ll try our best to get back to you within 24 hours, usually sooner! You can also give us a call at 212-979-2229. We’re here Monday-Friday from 10am-6pm EST. We’re happy to answer questions about Orders, Order Changes, Shipping, Returns, & Cancellations…and pretty much anything else you need!

+ Can I change or cancel my order?

Absolutely. However, we can be pretty speedy with processing orders, so if you need to change anything, we recommend getting in touch ASAP! Please give us a call at 212-979-2229 or email at orders@ofmercer.com.

+ How can I track my order?

Check your inbox for your shipping confirmation (subject line: Your order has shipped!). There you’ll find your tracking number and shipping details to track your order. If you created an account, you can also track your order via our account login page.

+ What's a preorder?

We offer some items for sale before they actually arrive at our warehouse from our factory. When you preorder these items, we’ll ship the rest of your order immediately. Any preordered items will ship in the time period noted on the product page.

You can tell if you’re purchasing an item that is a preorder on both the product page and at checkout next to the item in your cart. Once you’ve placed your order, you can double-check our estimated restock date on the product page, and we’ll make sure to send you a shipping confirmation email once the item leaves our warehouse.

+ Do you do gift wrapping?

Yes! Just check the box next to “This is a gift!” at the bottom of your shopping cart and for $5, we will do all the wrapping for you. You can also jot down a personal note to your special someone and we’ll deliver that, too.

+ Do you offer gift cards?

Yes, of course! We offer both e-gift cards and physical gift cards here.


+ Do you offer free shipping and returns?

Yes! We offer free shipping on all orders placed within the United States. Return shipping is also free for all regular priced items returned within our 30-day return window. All accessories, gift cards, and sale items are final sale and non-returnable.

+ When will my order ship?

Domestic orders will typically ship out within 1-2 business days. Orders placed after 1pm will generally be processed the next business day. International orders typically ship out within 3-4 business days (we need a little extra time for customs forms!).

+ What are my shipping options and how long do they take?

If you choose our free shipping option, your order will arrive in 2-6 business days and will be delivered by either UPS or USPS, depending on your shipping address. We ship most all our orders from our warehouse in North Bergen, NJ. On occasion, we ship from our store in NYC.

For an additional $5, you can upgrade to UPS Ground with Signature Required. We recommend this if your package may be left unattended after delivered.

+ I need my order sooner. Can I expedite shipping?

If you’d like your order expedited, we offer UPS Second Day Shipping for $25 and UPS Next Day Shipping for $45. In selecting your expedited shipping service, please consider that orders typically ship the next business day. Also note that our default rush shipping options do NOT deliver on Saturdays. Please see the following question for more details.

Depending on your location, ground shipping might arrive just as fast our expedited services! But please note, with ground shipping, we can’t 100% guarantee a certain delivery date.

+ What if I need my order for a big meeting on Monday? Can I get Saturday Delivery?

Our default rush shipping options do not deliver on Saturdays; you'll need to upgrade to Saturday Delivery for $10 more. In deciding whether you need to upgrade for Saturday delivery, please consider that orders typically ship the next business day.

So for example, if you place your order on a Wednesday, you’ll need to either choose UPS Second Day Shipping (Saturday Delivery) or UPS Next Day Shipping to guarantee delivery before Monday. If you place your order on a Thursday, you’ll need to select UPS Next Day Shipping (Saturday Delivery) to guarantee delivery before Monday.

Depending on your location, ground shipping might arrive just as fast our expedited services! But please note, with ground shipping, we can’t 100% guarantee a certain delivery date.

+ Do you ship internationally?

We do! All international orders are shipped via DHL. At checkout, you’ll be able to calculate your exact shipping cost and delivery time. Additionally, you will have the option to pay all import duties and customs fees at checkout or at the time of delivery. International orders ship out within 3-4 business days. Shipping times average around 2-4 business days. Please note that we do not offer free return shipping on our international orders. See our returns and exchange policy for more details.

+ Do you ship to PO Boxes?

Yes, we will ship your order via USPS if you are shipping to a PO Box.

+ Do you require a signature for delivery? What if I don't have a doorman?

We do not require a signature so if you are not home at the time of delivery, your package will be left at your doorstep. If you would like a signature, you can upgrade to UPS Ground with Signature Required for $5. We recommend this option if your package will be left unattended. It is our policy that we are not responsible for lost or stolen packages once they've been confirmed as delivered by the mail carrier.

Returns & Exchanges

+ What’s your return and exchange policy?

Domestic Orders: All non-sale clothing items* that are unworn with original tags attached can be exchanged or returned for a full refund within 30 days of delivery.

*Please note that all accessories, gift cards, and sale items are final sale, non returnable.

International Orders: Our return policy is the same for international orders; however, we regret that we do not offer free shipping for returns or exchanges on international orders. For information on how to make a return or exchange, please see the section "How do I return something? (International orders)".

+ How do I return or exchange something? (Domestic Orders)

To start a return or exchange, just visit our Return & Exchange Center and enter your email. We’ll send you an email that links to your order history — from there, you can select which items you’re sending back and print a prepaid USPS return label. Then just repackage your items with your packing slip included and drop them in the mail.

Exchanges are instant, and super easy!
If would like to make an exchange for a different size, follow the return instructions above. When you get to your order page, simply choose “too small” or “too big” as the return reason, and you’ll be prompted to select a new size if it’s available.

If you would like to make an exchange for a new style or color, just follow the instructions above. In the last step, you’ll be able to print your return label, and you’ll receive an Instant Refund code — a temporary gift card — that you can use to immediately purchase something new on the site.

+ I received my items in multiple boxes. Can I return everything together?

Yes, we’d prefer that! Follow the same return instructions above and you can send back all of your items in one box.

+ Can I return items from different orders together?

Yes, we’d prefer that! Follow the same return instructions above and you can send back all of your items in one box. Just be sure to include your packing slips from all orders.

+ I don’t have my packing slip. What should I do?

No problem. You can either email us at orders@ofmercer.com to request a new one, or else just include a note with your name, order number, and a list of the items you are returning or exchanging. Your return can also be processed without one, but it will be processed faster with those extra bits of information!

+ How soon will I receive my refund?

When you create your pre-paid return label, you’ll also receive an instant store credit voucher for the amount of your items, which you can use to immediately purchase something new. If you choose not to use it, you’ll be issued a refund back to your original form of payment within 7-10 business days. You’ll receive an email confirming your refund as soon as it is issued.

+ How long will it take to process my exchange?

The exchange will be treated as a new order and processed immediately from the time you click “Confirm”. You’ll receive new order and shipping confirmation emails just like in your original order.

Please note, some items may be available but on pre-order, meaning they may not ship out immediately. If you’ve requested an exchange for a size on pre-order, a member of our customer service team will reach out to you immediately to confirm the timing of the shipment. If you’d like to double check yourself whether the item is in stock, you can visit the item’s product page. If it’s on pre-order, a message with estimated timing will appear on the cart.

+ How do I return something? (International Orders)

Unfortunately, we do not offer free return or exchange shipping on international orders. If you would like to make a return or exchange, please email us and indicate which items you would like to return or exchange. We will then send you a pre-paid shipping label, please note that the shipping fees will be deducted from your refund.

+ How do I exchange something?

Want to swap out a size or style? No problem! Just follow the same instructions to return something above. Fill out the bottom half of your packing slip with the items and sizes that you would like to exchange.

+ When will I receive my refund?

All refunds will be processed within 3-6 business days of when we receive your return package. You will receive an email as soon as we have issued you a refund; however, sometimes the refund may take up to a week to appear on your credit card.

Product and Fit

+ Where are your clothes made?

We make all of our clothes in NYC, where we are headquartered. We have super close relationships with five factories in the Garment District and are there every day to check on the quality of craftsmanship.

+ What sizes do you offer?

Our clothing comes in sizes 00-20W and XS-2X, depending on each product. Check out our size guide for more details on our sizing and fit.

+ How does your sizing run?

We fit all of our garments on a size 6 fit model (for sizes 00-14) and on a size 16W fit model (for sizes 14W-20W) to ensure that they run true to size. We typically recommend ordering one size up from what you normally wear in J.Crew and one size down from what you normally wear in contemporary brands at Saks.

We have also made it as easy as possible to figure out which size is right for you in each style. We provide incredible detail on every style’s specific product measurements and fit notes. So you can compare the specs to similar pieces you already own. (See the size guide and fit section on each product page. You’re welcome.) Need a second opinion? We’ll give you ours. Just ask.

+ I need some extra help selecting a size!

No problem! Our experienced team of stylists would be happy to help you out. Just give us a call at 212-979-2229, Monday – Friday between 10am and 6pm. We’ll answer any questions you have about size, fit, dress codes…pretty much anything you need! If you have a question after office hours, just shoot us an email at info@ofmercer.com.

+ How can I see the products in person?

We'd love to show you are products in person at our NYC Showroom. Please visit our showroom homepage to book an appointment. *Our showroom is temporarily closed.

+ Do you offer personal styling appointments?

We sure do…and they come with bubbly. Whether you are super busy and want one of our stylists to pull pieces ahead of time, need a little extra help finding the styles that suit you, or want to bring your work wife for some shopping, we’ve got you covered. Book your appointment here.

Accounts and Other Stuff

+ Do I need to set up an account to place an order?

Nope, you can check out as a guest if you prefer. However, you’ll be able to enjoy more benefits if you do! With an account, you can track your orders, review past purchases, and save your address and payment details for faster shopping.

+ What if I forgot my password?

You can reset your account password on our login page.