General FAQs
What is New Mercies?
We always wanted some biblical tattoos to express our faith for a while, but something about the permanence never sat right with us.
Our daily walk with God grows and shifts every day… so we chose another way to express our faith.
Our heart is to get Jesus and God into everyday conversations through what we wear.
Where are you based?
We are based in Cape Town, South Africa and ship nationwide.
Are your products locally printed or imported?
Some items are locally printed when reasonable, while many are imported.
Are all your designs original?
At the moment, the designs we use are pre-made graphics that we license.
They match the message and look we want to share through New Mercies.
We are currently creating our own original artwork (watch the socials) and we are close to releasing our first exclusive designs. When they’re ready, they’ll be clearly marked as original New Mercies designs on the product page.
Do you restock sold-out items?
Yes, we restock popular items depending on demand and supplier availability.
The best way to let us know you want a restock is to enter your details on the product page, so you’re notified when it becomes available again.
If you’re really keen on a sold-out item, contact us — we might be able to pre-order😊
How do I place an order?
Simply browse our products, add what you want to your cart, and complete checkout with your details and payment.
Can I change or cancel my order after paying?
You can request a change or cancellation within a short window after ordering. Once your order is processed or shipped, we can’t change it.
What happens if I ordered the wrong size?
You can request a size exchange as long as the item is unused and in perfect condition. Return courier fees may apply.
Do you offer pre-orders?
Yes, to pre-order, simply contact us via WhatsApp, email, or our contact form with the item name and your size. We’ll confirm availability and expected arrival dates before any payment is required.
How long does it take to process an order?
Processing usually takes 1–3 business days before shipping.
What payment methods do you accept?
We accept major payment options including card payments via a secure online payment gateway, as well as EFT.
Is my payment information secure?
Yes, all payments are processed through trusted third-party gateways that follow strict security standards.
Do you accept cash on delivery?
No, we do not currently offer cash on delivery.
What courier do you use?
We use reliable nationwide couriers like The Courier Guy or Pargo.
How long is delivery?
Delivery typically takes 2–5 business days depending on your location.
How much is delivery?
Shipping fees depend on the delivery option you choose and are displayed at checkout. They are usually under R60.
Do you offer express shipping?
Not at the moment — but if you need something urgently, contact us and we can arrange a private express delivery.
Do you offer in-person pickup or delivery?
Yes — by prior arrangement only. If you know us personally or regularly attend our church, you can request to collect your order from us at a service or meetup. This is optional and only available when it’s convenient for both parties. Just message us before checkout so we can confirm a time and location.
Do you ship outside South Africa?
Not at the moment, but hey you never know!
How do I track my order?
Once your order is shipped, you’ll receive a tracking number via email or SMS. We also send it to you on WhatsApp.
What happens if my package is delayed or lost?
If there’s a delay or issue, we’ll assist you in following up with the courier and resolving the problem. Refunds will be issued if necessary.
How do I know which size to pick?
Each product includes a size guide in the description — for example: true-to-fit, intentionally oversized, relaxed fit, etc.
We offer free exchanges if the size doesn’t fit and we have stock available.
What material are your shirts made of?
Our shirts are made from soft, comfortable cotton or poly-cotton blends. Exact material details are listed in each product description.
How should I wash and care for my shirt?
Machine wash cold, turn the shirt inside out, and iron inside-out to protect the print.
What is your return policy?
Items can be returned within 7 days as long as they are unworn, unwashed, and in original condition.
What is your refund policy?
Refunds are processed once the item is returned and inspected. Shipping fees are non-refundable.
Can I return an item if I ordered the wrong size?
Yes, as long as it’s in perfect condition. Courier return fees may apply.
What if my product arrives damaged or defective?
If your item arrives damaged, contact us immediately with a photo and we will replace it or refund you.
How do I contact you?
You can reach us through our website contact form or via WhatsApp.
What are your customer service hours?
We are generally available 24/7 within reason on our WhatsApp line
How quickly do you respond to messages?
We aim to respond within 24 hours.
Do you offer bulk or group discounts?
Yes, bulk orders may qualify for a discount. Contact us for more information.
Do you have gift cards?
We have digital vouchers available, contact us for more info!
Can I request a custom design?
Custom requests may be possible depending on complexity—feel free to ask!
Anything not answered, get in touch with us :)
Contact Us