Frequently asked questions
I am looking for a specific product
The best way to find a specific product that you have discovered is to verify the product’s model name (ie. Tolix chair, Genie scarf…) or its reference number (ie. ME13MMGERONIMO) presented at the end the product’s description. This number is indicated on the tag of each product in the store and is visible in the product description on the e-shop. If you are looking for a product that you’ve seen in the press, it should appear as one of the first items in its category. You can also look for an article by typing its name in the website’s search engine.
I would like to refine my search without looking for a particular product
If you wish to only display blue sweaters, it’s possible! Within each category are filters in the vertical bar on the side of the page. You can filter the articles based on size or colour, depending on what you want.
I want to see the whole store / modify my search
You have searched for a product and want to modify the criteria?
Deselect the criteria that you no longer wish to see and/or select new criteria.
To see an entire category (sweaters, chairs, etc.), click on “delete all” to cancel your current search
I can’t find a product on the site?
The website presents a selection of products that you can find in the Merci store located at 111 Boulevard Beaumarchais, Paris, France 75003. Still can't find a product after using the reference or filters? Contact our customer service by describing the item you are looking for as best as possible. We will get back to you as soon as possible.
Help with placing your first order
How to use a promo code?
Use your “promo code” in the space situated at the bottom of your cart.
If you have a code, type it in the space to automatically benefit (reduced shipping, discount on your order, etc.).
Is there a minimum order size?
No, we do not have a set minimum per order.
Was my order received?
Once your payment has been received, you will be redirected to an order confirmation page. Several minutes later you will receive a confirmation email that summarises the details of your order. If you have not received this email, we invite you to contact our customer service by indicating the time and date of the order along with the total purchase amount. We will confirm whether your order has been received or what you need to do to finalise your order.
I am unable to add items to my cart
Can I purchase a product that is no longer available?
We only sell products that are in stock. If a product is marked as unavailable, this does not necessarily mean that it is no longer for sale but rather momentarily out of stock.
Contact our customer service to know how to get a hold of the product, whether in the store or on the website. We will take down your contact information and get in touch with you once the product is available.
If the product that you would like is no longer available in a certain colour or size, you can sign up for a product alert once it is stock. To do this, click on “Product unavailable?” next to the size and enter your email address to receive an alert for the desired product.
I have yet to receive my order. Is this normal?
First verify that your order was indeed registered. Following receipt of your payment, you should receive an order confirmation email. 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.
I would like to place a large order. What should I do?
You can contact the Merci’s sales department at the following address: email@example.com
Can I modify / cancel my order?
To ensure the fastest shipping possible, we prepare and dispatch your order within hours of purchase. Thus, it is not possible to modify your order after it has been validated.
I would like to be informed when new items are available in the Merci e-shop
Merci regularly updates the products available in its e-shop. These new items are available in the tab “new in” “new arrivals.” To be aware of the latest items, make sure to subscribe to the newsletter.
Do the prices shown include taxes?
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 orders outside of France, the package may incur additional taxes or customs fees upon arrival to the destination. Tax information is presented in your shopping cart as well as in your order confirmation and invoice.
Where is my order?
You can follow your “package” after your order has been sent to the post office by logging into your client space online. Your package number will be sent to the email address you used to register. In case you cannot find your package number or if you are unable to follow your order, please contact our customer service.
What should I do if my package arrives damaged?
When I receive my package, I notice it appears damaged. I can:
- refuse the package, it will be automatically returned to the sender
- ask for a verifier at my post office in order 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.
My article has a defect
Merci gives the highest attention to the quality of its products. Despite all quality controls in place, if a defect is reported, we invite you to let us know of any issues in order to be reimbursed. We ask you to respect the return policy and indicate the reason for return. Should the defect be the fault of Merci, you will have the opportunity of being reimbursed. Return charges will then be at our expense.
Is my banking information kept?
Zero banking information from our website is kept. Your banking details are directly handled on the secure server of our technical and financial partner Hipay. Banking information that you provide, encrypted on your own computer, will never be circulated online.
My payment was refused. Why?
You have 3 attempts to pay for your order. If none of these attempts is successful, your payment will be refused 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.
I paid by credit card and I have not received a confirmation email?
If the credit card payment worked and you have not received a confirmation email within 5 minutes of the order, you can contact our customer service. The bank confirmation sometimes takes a little longer and must be validated manually.
My customer area
I forgot my password
If you forgot your password, click on the link indicated to be redirected to a form to help you recover your password. An email will be sent to your inbox with your new password.