Returns & refunds

RETURNS

 

 

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.

 

  • you must complete and print the Returns Slip using the returns form, and enclose it with your parcel. Connect to My Account/My offers to fill in this form. Without this returns slip, the return will not be accepted by Merci.
  • products must be returned in their original packaging, with their labels intact and any accessories included, in perfect condition for re-sale. They must not therefore have been worn, washed or damaged. The returns address is shown on the returns form that you can download.
  • for Merci to take responsibility for any loss of products during transporting returns, we would advise you to send all your returns by registered post with acknowledgement of receipt, without which we will be unable to refund the cost of the items.
  • the Customer is exclusively responsible for the cost of returning items. 

 

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 ?

 

You will receive an email as soon as your parcel is received at our logistics centre. If you have not received an email confirming receipt within 10 days of returning your items, please contact the Customer Service Departmenand we will get back to you as soon as possible. We would recommend including your parcel reference number with your message.

 

 

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.

 

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