Returns and refunds

RETURNS AND EXCHANGES

Please submit your return request through our online returns portal, in accordance with our returns policy. You may also use the withdrawal form attached to our Terms and Conditions of Sale.

You have 14 days from receipt of your order to submit your return request.

You must include the return form in your parcel.

For hygiene reasons, underwear and swimwear cannot be returned. We also do not accept returns of unsealed cosmetics or food products.

We do not offer exchanges for items purchased on our website. However, you can return your item for a refund and place a new order for the item you would like.

To return an item, simply follow these steps:

1. Visit our returns portal using the “Make a return” link, or click here: https://merci-merci.com/en/a/return

2. Select the relevant order, choose the items you wish to return and specify the reason for the return.

3. Confirm your request.

Please note before proceeding:

1. Return arrangements and costs.

Return shipping costs remain your responsibility.

- Only for returns from France, Belgium, Germany, Spain, Luxembourg, the Netherlands, Portugal and Italy:

Once your request has been confirmed, a prepaid return label is automatically generated. Simply print it and attach it to your parcel.

If you use this label, the corresponding cost will be deducted from your total refund.

For returns from France, the cost is €4.99. For Belgium, Germany, Luxembourg and the Netherlands, the cost is €6.99. For Spain, Portugal and Italy, the cost is €7.49. These charges are subject to change at any time.

Each return label is linked to a specific order. If you are returning items from several orders, please send each order in a separate parcel with its corresponding label. Items from different orders cannot be combined in a single shipment.

For returns shipped from France, you can visit the Chronopost website to find your nearest drop-off point.

- If you are returning items from a country other than those listed above, no prepaid label will be generated. You must arrange and pay for return shipping yourself.

We recommend using a tracked shipping service so that you can check your parcel's progress and confirm that it has been received.

2. Orders delivered in several parcels.

If your order is delivered in several shipments, please wait until you have received your entire order before submitting a return request. If you submit a separate return request for each parcel, return shipping charges may be applied several times.

3. In-store returns.

Online purchases cannot be returned in store, and in-store purchases cannot be returned through our online returns service.

4. Refund of your original delivery costs.

When you return your entire order within the statutory period, the delivery costs you originally paid will be refunded up to the amount applicable to standard delivery. Any additional charges for express or premium delivery remain your responsibility.

RETURN PERIOD

You have 14 days after receiving your order to return your items for a refund. Return costs are the customer's responsibility.
Please note that returned items must not have been worn, used or washed.
Items whose tags have been removed and that are in poor condition cannot be returned.
Merci reserves the right to refuse any return that does not meet these conditions.

RETURN PERIOD FOR MERCI FURNITURE

If the furniture you have ordered is unsuitable, you may return your items within 14 days of receiving your order, in accordance with Article L 121-21 of the French Consumer Code.
Products must be returned in perfect condition and in their original packaging.
Return costs are the customer's responsibility.
If you refuse delivery or refuse to pay customs charges, the product will be returned directly to our warehouse. It will only be refunded once it has been returned to stock, excluding the original delivery costs and a €50 handling fee.
For any return request, please contact us.

REFUND PROCESSING TIMES

Once we receive your return, please allow approximately 14 working days for our team to process your request. You will receive an automatic email as soon as your refund has been issued.

It may take additional time for the amount to appear in your account, depending on your bank or the payment method used.

If you have not received a refund confirmation after this period, please contact our customer service team, providing your order number and return tracking number.

Refund processing times may be longer during Merci Days, sales and the end-of-year period.

THE ITEM I RECEIVED IS DEFECTIVE

Please contact our customer service team, providing your order number and photos of the defect. This information will help our team offer you the most appropriate solution.

If our team confirms the defect, a prepaid return label will be sent to you. Once we receive the item, we will arrange an exchange or a refund if the product you originally ordered is no longer available.

THERE IS AN ERROR WITH MY ORDER

If you have received a different item from the one you ordered, or an item is missing from your order, please contact our customer service team, providing your order number and details of the item concerned. If you have received the wrong item, please include photos of the product and its label to help us check the issue.

If an item is missing, please also check whether your order was shipped in several parcels: it may be delivered separately.

Once our team has confirmed the error, we will offer you an appropriate solution. If an item needs to be returned to us, a prepaid return label will be sent to you. We will send you the item you ordered or refund it if it is no longer available.