HOW DO I RETURN GOODS ?

Counting from the date your order is received, you have 15 (fifteen) working days in which to return the products ordered.

Returns to shops are not accepted. Returns can only be made by adhering strictly to the procedure below.

If the above conditions are met, the total amount of the items returned, including VAT, will be refunded.

Your refund will take effect within thirty (30) days of receiving the items. You will be refunded by crediting the bank account used for your payment.

IS IT POSSIBLE TO RETURN MY ITEM IN THE STORE?

No, items can only be returned following the procedure described above.

HAVE YOU RECEIVED MY RETURNS ?

We send you an email as soon as your return and refund will be processed, within 30 days maximum from the date of receipt of your parcel at our premises.

The indication of a delivered parcel on your return tracking is proof of good reception of it.

WHAT SHOULD I DO IF MY PARCEL IS DAMAGED ON ARRIVAL ?

On receipt of your parcel, if you see that the packaging is showing signs of damage, you may either : refuse the parcel, in which case it will be returned straight to our logistics centre : or ask for it to be delivered to your post office so that you can open it in the presence of an authorised officer. If your parcel has been accepted by an unknown third party, you can fill in the Post Office contact form. A customer advisor will look into your request and you will be sent a response within 2 working days.

In any case, you may not accept the parcel whilst expressing reservations.

MY ITEM HAS A FAULT

Merci pays particular attention to the quality of its products. However, should you find any fault despite all the quality checks carried out, please inform us of this problem so that we can send you a replacement or a refund. Please follow the returns procedure and state the reason for returning. If we accept the fault, you have the choice of re-ordering your item (subject to availability) or taking a refund. Return charges will be at our expense.