SUPPORT
HELP CENTER
Orders, shipping, sizing, returns and payments — answered from the store's own policies. If the answer isn't here, a person takes it.
ORDERSWhere is my order?
Your receipt link is the only page that shows your order in full, including its current status and tracking once the printer has dispatched it. It is in the confirmation email sent when the order settled.
Before you worry: apparel is printed to order. Allow up to 1 business day for the order to be checked by a person, then 2–7 business days of printing, and only then does the delivery window below start counting.
If the receipt link has expired, or you no longer have the email, send us your order reference and the email address you ordered with and we will look it up.
ORDERSHow do I find my order number?
Every order reference on this store looks like MX- followed by six characters — for example MX-7K3F2A. It is at the top of your confirmation email and on your receipt page.
Search your inbox for "MERCY.EXE" and check the spam folder before assuming it never arrived. If you cannot find it at all, contact support with the email address and the approximate date you ordered.
ORDERSCan I change my order?
An order can only be corrected before it enters production. If you have mistyped an address, contact us immediately with your order reference. Once printing has started the address is fixed, and a parcel returned as undeliverable can be reshipped at the cost of postage only.
ORDERSCan I cancel my order?
An order can only be stopped before it enters production. Because every order is reviewed by a person first, there is usually a short window to catch it — contact support immediately with your order reference and say clearly that you want to cancel.
Once printing has started the garment exists and cannot be un-made. At that point the returns policy is what applies rather than a cancellation.
Support cannot cancel an order from this Help Center — a person has to do it against the real order record.
ORDERSMy order says delivered but I don't have it.
Carriers sometimes scan a parcel as delivered a day before it physically arrives, and parcels are often left with a neighbour, in a porch, or at a local collection point. Check those first, and check with anyone else at the address.
If it has not appeared after 48 hours, contact support with your order reference and the tracking number. A parcel that is genuinely lost in transit is a delivery failure, and it is handled under the damaged-or-wrong section of the returns policy rather than being your loss.
SHIPPINGWhere do you ship?
Worldwide. Apparel is printed and dispatched by our print partner, and rates are quoted live at checkout for your specific address before you pay.
Customs duties and import taxes on international orders are set by the destination country and are the recipient's responsibility. They are not collected at checkout and we cannot estimate them for you.
SHIPPINGHow long does shipping take?
Apparel is printed to order. Nothing is held in a warehouse waiting for a buyer, which is why the catalogue can carry designs that a stocked store could never justify — and why an order takes a few days longer than one picked off a shelf.
Every order is checked by a person before it goes into production — allow up to 1 business day for that. Printing then takes 2–7 business days before the parcel leaves the printer.
Digital goods are not shipped at all. When they are available, the download link is on your receipt the moment the order settles.
Delivery time runs from dispatch, not from the moment you order. Add the production time above to every estimate below.
- — United States — 4 to 9 business days after dispatch
- — Rest of world — 8 to 21 business days after dispatch
- — Digital goods — immediate, no dispatch step
SHIPPINGHow much is shipping?
Live carrier rates are quoted at checkout whenever they are available for your address, and those are what you pay. The fallback rates below apply only when a live rate cannot be retrieved.
Delivery is charged per item, because that is how it is costed — a second shirt in the same parcel still adds postage. Checkout always shows the exact amount before you pay, and there is no free-delivery threshold.
- — Live carrier rate — quoted at checkout, varies by address and basket
- — Fallback, United States — $5.95 plus $2.75 per item
- — Fallback, international — $9.95 plus $2.95 per item
- — Digital goods — no shipping charge
SHIPPINGHow do I track my package?
Your receipt link is the place to check an order. Tracking is added to it as soon as the printer reports the parcel as dispatched, and the link stays live for seven days from the order.
Keep that link. It is the only page that shows your order in full, and it is not something we can rebuild from an order number alone.
If a tracked parcel has shown no movement for 10 business days, contact us and it will be chased or replaced.
Customs duties and import taxes on international orders are set by the destination country and are the recipient's responsibility. They are not collected at checkout and we cannot estimate them for you.
SHIPPINGMy tracking hasn't updated.
Tracking often sits still for several days, especially over a weekend, between an international handover and the destination carrier picking the parcel up. That gap is normal and the parcel is usually moving.
If a tracked parcel has shown no movement for 10 business days, contact us and it will be chased or replaced.
SHIPPINGMy package is delayed, or was returned to sender.
Delays at the carrier are outside our control, but they are not outside our problem — if a parcel is materially late, contact support with the order reference and it will be chased.
A parcel returned as undeliverable can be reshipped at the cost of postage only. That usually means an address error or a failed delivery attempt nobody collected, so check the address on your receipt first.
PRODUCTSHow do I choose a size?
Every apparel product page carries the real size table for that exact garment, in inches, supplied by the manufacturer rather than estimated by us. Measure a shirt you already own flat on a table and compare it against that table — it is far more reliable than a size letter.
Garments are made to order, so a size exchange is handled case by case rather than as an automatic right. Measuring first is genuinely worth the two minutes.
PRODUCTSWhat are the garments made of, and how do I wash them?
Each product page lists the blank it is printed on and its fabric composition. That specification comes from the manufacturer of the blank, not from us.
For printed apparel generally: wash cold, inside out, and tumble dry low or hang to dry. Do not iron directly over a print. Following that is the difference between a print that lasts years and one that cracks in a season.
PRODUCTSIs this item in stock, and will sold-out items come back?
Apparel is printed to order rather than held in a warehouse, so there is no stock level to run out of for standard items.
Items marked LIMITED are different: they are produced in a fixed quantity and are not restocked once that run is gone.
This Help Center cannot tell you whether a specific item is currently orderable — the product page is the only accurate answer to that, because it reads the live catalogue.
PRODUCTSMy item arrived damaged or misprinted.
If an item arrives damaged, misprinted, or is not what you ordered, it will be replaced or refunded in full. Contact us within 30 days of delivery with your order reference and a photograph of the item and its packaging. You will not be asked to post the faulty item back.
This is the case we care most about getting right. A print defect is our error, not yours, and it should cost you nothing to fix.
RETURNSWhat can I return if something is wrong with it?
If an item arrives damaged, misprinted, or is not what you ordered, it will be replaced or refunded in full. Contact us within 30 days of delivery with your order reference and a photograph of the item and its packaging. You will not be asked to post the faulty item back.
This is the case we care most about getting right. A print defect is our error, not yours, and it should cost you nothing to fix.
RETURNSCan I return something because of size, or because I changed my mind?
Apparel is made to order, so a returned item cannot go back into stock and there is no stock for it to go back into. Because of that, returns for size or for change of mind are handled case by case rather than as an automatic right, and are not guaranteed.
Measure against the size guidance on the product page before ordering. If something does not fit, contact us within 30 days of delivery and tell us what happened — a reasonable request is usually accommodated.
Statutory rights in your own country apply on top of this policy and are not affected by it.
RETURNSCan I refund a digital download?
Wallpapers, visual packs and print files are non-refundable once the download link has been used, because the file cannot be returned. Previews and full specifications are on the product page before you buy.
If a download is corrupt, will not open, or the link has expired before you could use it, that is a delivery failure rather than a change of mind — contact us with your order reference and it will be reissued.
RETURNSHow do I make a return or refund claim?
Get in touch by email at support@mercyexe.com, quoting your order reference — the MX- code on your receipt. Include a photograph for any damage claim. Claims are answered as quickly as we can get to them.
Refunds are issued to the original payment method. Depending on your bank, the money can take a further 5 to 10 business days to appear after it is sent.
PAYMENTSWhat payment methods do you accept?
Payment is processed by Stripe. Whichever cards and wallets Stripe offers for your country and device are shown at checkout — that list is set by Stripe and your bank, not by this store.
This store never sees or stores your card number. It is entered on Stripe's own payment form.
PAYMENTSMy payment failed.
A declined card is declined by your bank, not by this store, and we are not told the reason. Check the card details, the billing address, and any app notification from your bank asking you to approve the charge, then try again.
If a payment failed, no order was created and nothing will be printed. You can simply place the order again.
PAYMENTSI think I was charged twice.
A failed or abandoned payment can leave a temporary authorisation hold on a card that looks exactly like a charge and usually clears by itself within a few business days.
If two real orders were created, you will have two separate MX- references. If you only have one reference but two charges, contact support with both amounts and the dates and it will be investigated against the payment record.
This Help Center cannot inspect your bank statement or issue a refund. That needs a person.
PAYMENTSHow long does a refund take to appear?
Refunds are issued to the original payment method. Depending on your bank, the money can take a further 5 to 10 business days to appear after it is sent.
Whether a refund is due in the first place is decided under the returns policy, not here.
ACCOUNTHow do I log in to my account?
This store has no customer accounts. There is nothing to sign up for, no password to reset, and no order history page to log in to.
Your receipt link is the whole mechanism: it identifies your order, shows its status and carries any download links. Keep the confirmation email and you have everything an account would have given you.
Nobody from MERCY.EXE will ever ask you for a password, a full card number or a verification code. If you receive a message asking for one, it is not from us.
ACCOUNTWhat data do you hold about me, and how do I get it deleted?
What is collected and why is set out in full in the privacy policy.
To request a copy of your data or its deletion, contact support from the email address you ordered with — support@mercyexe.com. A request like that is handled by a person, not automatically.
STILL NEED HELP?
Ask MERCY.EXE Support a question, or go straight to a person. Either way you get a reference you can quote.
MERCY.EXE SUPPORT
Ask about orders, shipping, sizing, returns or payments. If it isn't something I can answer from the Help Center, I'll say so and hand you to a person rather than guess.
ACCOUNTS
This store has no customer accounts. Your receipt link is your order — keep the confirmation email and you have everything an account would have given you.