Frequently Asked Questions

Returns are the responsibility of the customer.

You can make your return request via the following link: https://merci-merci.com/a/return
You must attach the return voucher in your package.
A return label will be generated and sent to you by email.
If you encounter difficulties in completing your return request, do not hesitate to contact us.

For all jewelry returns, please contact customer service by email.
Returns for online purchases are not accepted in store, and vice versa.

When you receive your package and you notice it appears to be damaged, you can either:

- refuse the package, it will be automatically returned to the shipper
- ask for a provision at your nearest post office in order to be able to open the package in front of a postal employee.

If your package was accepted by a third party, you can still fill out a form through the postal service which will be looked at by a client specialist.

Merci pays the most attention to the quality of its products.

If however, despite all the quality controls carried out, a defect is to be reported, we invite you to make it known. We ask you to respect the procedure of return and to indicate us the reason of the return.
In the event of a proven defect on our part, we will be able to send you back the part (subject to available stocks) or refund you.

The return and shipping costs would be at our expense.

No, we don't have a minimum order amount.
The delivery costs are 7€ for orders under 200€ in France & Monaco.

Free delivery in a pick-up point for orders over 200€. 5€ for orders under 200€.

For an express delivery, you can choose UPS Express at 13€. For an order placed before 11am, delivery in the day the following working day.

For international deliveries, see our prices here

Your order is confirmed and validated as soon as you receive the confirmation email and it appears on your order history online « my orders ».

In the confirmation email, you'll find your order number, as well as the summary of your purchases.

If you did not receive the confirmation email, you can contact our customer service indicating the time and date of the order as well as the amount.

We will then confirm if the order has been taken into account or what you can do to validate it.

You can track your order, at any time by logging into your Merci account
you'll receive a confirmation email with a tracking number, which will allow you to follow the routing of your parcel on La Poste.

If you don't receive this mail or can't track your package, don't hesitate to contact our customer service.

An email is then sent alerting you that your order has been shipped. If after 5 working days you have not received any notice of your order, contact our customer service.

If a parcel is returned to the sender for no claim, a wrong delivery address provided by the customer or a refusal of delivery, Merci reserves the right to invoice the delivery costs for the reshipment.

If the package is returned again, Merci reserves the right to refund the customer directly. Postage and customs charges will be deducted from the refund.

Yes, the prices indicated include VAT (sales tax in France). You will thus not have any additional taxes to pay for shipments in France.

For all orders abroad, the package may have additional taxes or customs fees. Tax information is presented in your shopping cart as well as in your order confirmation and invoice.

For our UK customers, please note that as of January 1, 2021, customs charges apply to all orders above £ 135 (approx. € 155).

Customs duties are the responsibility of the customer. No claim for compensation can be made by the customer to Merci. It is therefore the customer's responsibility to check with their local customs office. In view of customs clearance, delivery times may be extended.

If the customer refuses to pay customs duties upon delivery, Merci reserves the right to abandon the parcel and will not be liable for any refund.

Deliveries to the United States

As of August 29, 2025, thede minimis exemption has been abolished. All shipments, regardless of value, are now subject to customs duties, import taxes, or fixed fees upon entry into the United States. These charges are entirely the responsibility of the customer. Merci does not calculate or anticipate these costs.

The best way to find a specific product that you have discovered is to verify the product’s model name (ex Tolix chair, Genie scarf…) or its reference number (ex: ME13MMGERONIMO), presented at the end of the product’s description.

If you can't find or simply do not have the reference, you can search the item you are looking for with its name. (ex : Lamp; all our lamps will appear.)

If after all of your research you still cannot find the product, don't hesitate to contact our customer service..

If an article is marked as “back soon” it means that it is momentarily out of stock.

You have the possibilty to subscribe to a Back in stock alert.

To do this, you can go to the product page of the item you are looking for, click on " notify me " and enter your email. You will receive an email as soon as it is back in stock.

If you have the possibility to come to our Merci shop, 111 bd Beaumarchais 75003 Paris, you can contact our customer service. that will put you in connexion with the Merci shop.

Your account allows you to manage directly several settings, such as: your personal information (name, surname, email address etc.), your addresses (billing and shipping) and your subscription to the Merci Newsletter.

You can also access your order history, see your invoices, as well as download them if needed. Your account settings can be modified at any time.

Your order can be paid by Visa, Mastercard or American Express. You can also pay via Paypal or Apple Pay.

We offer payment in 2, 3 or 4 instalments free of charge, with Alma, for all orders over €150 in France, Belgium, the Netherlands, Luxembourg, Italy, Spain, Germany, Portugal, Ireland and Austria.

ELECTRON cards from the VISA network and MAESTRO cards from the MASTERCARD network are not accepted for online payment on our site.

Once your order has been confirmed and your payment has been accepted, Merci reserves the right to cancel an order if the customer already has a dispute with Merci or if we consider that the customer presents a risk of non-payment.

You have 3 attempts to pay for your order.

If none of these attempts is successful, your payment will be declined and you will be redirected to our website where a screen will notify you that your payment has been refused.

Your payment could have been refused for several reasons: an error in the banking information, the order amount exceeds your banking limit, etc..

Contact our customer service. to know why the order has been refused and to find a solution to finish your order.

We remind you that ELECTRON cards from VISA and MAESTRO cards from MASTERCARD are not accepted as payment on our website.

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