Contact us
We’re here to help! Whether you’re chasing product details, need order support, or want a little guidance for what would suit you best - we are only a message away.
Just fill out the form below and we’ll get back to you as quickly as possible.
FAQ
Very! We know privacy matters, so all orders are shipped in plain, unbranded packaging with no indication of what’s inside.
We ship worldwide! Your order will be sent from our Australian production facility. Shipping times vary depending on your location, but we’ll always send you tracking details so you can keep an eye on your parcel.
You can check out our shipping estimates for your location here.
We are happy to update your shipping address. Please just get in contact with us asap to ensure that this is completed prior to your order being shipped.
Once your item is shipped we are unable to change the postal address. If you have had an item shipped to the incorrect address please get in contact with us.
As we handcraft each item to order our current production time for all leather items is 5 - 7 days.
If you require an item urgently please get in contact with us. Depending on our production schedule we may be able to accommodate one off rush orders. This is on a case by case basis only and we cannot guarantee that we will be able to accommodate.
Once your leather item is handcrafted (5 - 7 days) your order will typically be packed and sent within 1 – 2 business days.
Delivery within Australia usually takes 2 – 7 business days, while international orders can take 1 – 4 weeks depending on customs and local postal services.
We also offer express shipping options.
Please see Shipping Information for further details.
Once your order ships, you’ll receive a tracking link via email. If it’s not in your inbox, check your spam/junk folder - sometimes our emails like to hide.
If you have any questions or concerns regarding your order tracking please get in contact with us.
We want you to love your Mercy Industries piece as much as we loved making it. Because our gear is handcrafted to order with custom sizing options, our approach to returns is designed to be fair, transparent and respectful of both you and our craft.
Change of Mind
We will gladly accept the return of products* for either exchange or refund, no questions asked. Just contact us within 14 days of receiving your order and we will advise you of the next steps. Please note that for change of mind returns the product must be in original condition and packaging, and unworn.
*Please Note: Items made to custom sizing specifications are not eligible for change of mind returns or cancellations once production has commenced. This is because each custom sized piece is cut and crafted specifically to your measurements, using materials and time that cannot be recovered.
If you do have any issues with your custom sized item however please do get in contact with us and we will do our best to assist.
Order Changes or Cancellations
As we often start production on orders within 24 hours, if you have a change of mind or would like to cancel your order, please contact us as soon as possible.
Incorrect Size
If your item doesn’t fit, we’ll adjust or remake it free of charge. Just contact us within 14 days of receiving your order and we’ll walk you through the next steps. Please note that we offer free custom sizing on all our items, so if you are not sure if the standard sizing will fit, just include your relevant measurements in the customisation section on the product page and we will ensure that it is made to your size (with ample room for adjustment).
We’re so sorry to hear that! We strive for outstanding product quality and customer service. As each leather item is handcrafted by a human and not machines we can sometimes make errors despite our best efforts.
Due to the nature of using real leather hides, you may also at times find some slight imperfections in the leather that we have not identified.
If you are unhappy with your item in any way please get in touch with us with your order number, a description of the issue, and photos or video if possible.
We will get back to you as soon as possible to make it right for you!
Absolutely - just reach out via our Contact Us form or the Chat Box and we’ll guide you toward something that suits your needs and experience level.
Please note we are a small business, so we may not be able to respond to your questions immediately - but we will get back to you as soon as possible!