Questions fréquentes

If your product or size is no longer available on our website, you can sign up for a back-in-stock notification to receive an email when it is available again.

No, some items and collections are available exclusively on our website. The selection and stock levels may also vary between stores.

If you would like to see an item in store, please contact our customer service before visiting to check its availability.

To find out whether an item is available in one of our stores, please contact our customer service.

To help us check, provide the item's name or reference, your preferred size and colour, and the store concerned.

Yes, products featured on Instagram, in our newsletters and in store can be found on our website, subject to availability. Only one-of-a-kind and vintage items are not available online.

If you would like to reserve an item before your visit, please contact our concierge team at conciergerie@merci.paris or call our stores on +33 (0)1 42 77 00 33, specifying the store concerned:

• Merci — 111 boulevard Beaumarchais, 75003 Paris.

• Merci #2 — 19 rue de Richelieu, 75001 Paris.

• La Civette — 113 boulevard Beaumarchais, 75003 Paris.

Our team can check availability and let you know whether the item can be reserved.

Yes, you can place an order on our website without creating an account. Your order details and parcel tracking link will be sent to the email address you provided at checkout.

For business orders, you can contact our customer service by email.

If you have a promotional code, enter it in the box at the top right of your basket at checkout to apply your offer automatically.

Please check that you have entered your code correctly, without extra spaces, and that you meet its conditions, including its validity period, minimum order amount and eligible items.

If the problem persists, contact our customer service, quoting the code you used.

Your order is confirmed once you receive a confirmation email and it appears in the “My orders” section.

Your confirmation email contains your order number and a summary of your basket. If you have not received it, please check your junk or spam folder. If you still cannot find it, you can contact our customer service with the date, time and amount of your order.

Yes, you can have your order delivered directly to the person of your choice. Simply enter their name and address in the delivery details at checkout.

Please note that items may have price labels. We are unable to remove them before dispatch.

We do not offer gift wrapping or the option to add a personal message. Our orders are prepared in a logistics centre, so we are unable to provide these services.

Once your order has been paid for, it can no longer be changed or cancelled.

You can pay for your order with Visa, Mastercard or American Express. You can also pay with PayPal or Apple Pay.

You can pay with Alma in 3 interest-free instalments for orders of €150 or more, and in 4 interest-free instalments for orders of €250 or more.

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

Interest-free payment in instalments is available depending on your order amount:

• 3 interest-free instalments: for purchases of €150 or more.

• 4 interest-free instalments: for purchases of €250 or more.

Cards issued in France, Belgium, the Netherlands, Luxembourg, Italy, Spain, Germany, Portugal, Ireland and Austria are accepted.

However, prepaid cards, virtual cards and cards requiring authorisation for every transaction are not accepted.

Your bank card must remain valid for more than 3 or 4 months to cover the payments.

At the payment method step, select Alma.

Yes, you can combine a Merci e-gift card and a bank card to pay for the same order.

At checkout, enter your e-gift card code in the relevant field and apply it. If its balance does not cover your entire order, you can pay the remaining amount by bank card.

You can buy an e-gift card on our website by selecting your preferred amount on the dedicated page. It will be sent to you by email, or directly to the recipient if you enter their details when purchasing.

The e-gift card is valid for 12 months and can only be used on our website, in one or several purchases. It cannot be used in Merci stores.

To use it, enter the code received by email in the relevant field at checkout. You can use several e-gift cards on the same order: enter their codes one at a time, applying each code before adding the next. If their total balance does not cover your order, you can pay the difference by bank card.

If your card payment went through but you have not received a confirmation email, please check your junk or spam folder. If you still cannot find it, you can contact our customer service with the date, time and amount of your order.

Payment is taken when you confirm your order. Depending on your bank's processing times, the charge may appear in your account within a few working days.

If your payment has been declined, please try placing your order again with a different payment method, or contact your bank directly.

If the problem persists, you can contact our customer service and we will do our best to help.

No banking information is stored on our website. Your payment is secure.

Your card details are entered directly on the secure server of our technical and financial partner.

The card details you provide are encrypted on your computer and are not held by us.

Your invoice is attached to your order confirmation email. You can download your invoice from your customer account by opening the relevant order in the “My orders” section.

If you have any difficulty, please contact our customer service, quoting your order number.

Your order will be dispatched within 48 hours, Monday to Friday, excluding public holidays and unless otherwise stated at checkout. For orders placed on a Friday, this period starts the following Monday. You will receive an email when your order is dispatched, and you can track it from your customer account.

In France

Colissimo home delivery: 48 to 72 hours — €7, free on orders of €200 or more.

Colissimo collection point: 3 to 5 working days — €5, free on orders of €200 or more.

UPS Express home delivery: the next working day for orders placed before 11 am — €13.

Delivery times are estimates and are in addition to the preparation time, except for UPS Express.

International delivery

Delivery is handled by UPS. Costs depend on the destination and the weight of your order.

Belgium, Germany, Italy, Spain, the Netherlands, Luxembourg, Greece

0–1 kg: €12; 1–3.5 kg: €17; from 3.6 kg: €21.

Switzerland, United Kingdom, Austria, Bulgaria, Croatia, Cyprus, Denmark, Finland, Hungary, Ireland, Poland, Portugal, Romania, Slovakia, Sweden, Norway, Czech Republic

0–1 kg: €16; 1–3.5 kg: €28; from 3.6 kg: €34.

United States, Canada, Mexico, French Guiana, Estonia, Slovenia, Latvia, Lithuania, Malta

0–1 kg: €17; 1–3.5 kg: €28; from 3.6 kg: €36.

Other destinations

0–1 kg: €19; 1–3.5 kg: €42; from 3.6 kg: €58.

Rates may change: the applicable amount is shown at checkout. Any customs duties are your responsibility and must be paid directly to the carrier.

We do not offer in-store collection for orders placed on our website. Please choose one of the delivery methods offered at checkout.

Once your order has been paid for, the delivery address can no longer be changed.

Once your order has been paid for, the delivery method can no longer be changed, and we are unfortunately unable to reschedule or postpone delivery.

Pre-orders allow you to reserve an item before its release or restocking. They are marked “Pre-order” on the product page.

Pre-order items are dispatched on the estimated date shown when you purchase.

If your order contains both in-stock and pre-order items, it will usually be dispatched together once all items are available. However, it may be sent in several shipments at no extra cost.

Furniture is delivered to your home, to the doorstep. If you live in a flat, delivery takes place at the entrance to the building.

Delivery times depend on product availability and the date agreed with you. Delivery costs are quoted based on your address and the furniture item's characteristics.

To request a quote or find out about delivery time slots for furniture or a bulky item, contact our customer service and specify the item concerned. Our team will explain the delivery conditions and how to arrange an appointment.

Before purchasing, check that access allows the furniture to be delivered (door and corridor dimensions, etc.). If delivery is impossible because of access restrictions, you will be responsible for any return costs.

You can track your parcel from your customer account as soon as your order is handed over to the carrier.

If you do not have a customer account, an email with your tracking number will be sent as soon as your order is dispatched.

If you cannot find your tracking number or are unable to track your order, please contact our customer service for assistance.

Once your order has arrived at a post office, collection point or store, you have:

• 11 working days at a post office

• 10 working days at a collection point

• 5 working days in a Pickup locker

Bring your tracking number, collection code (if applicable) and ID to collect your parcel from a post office or collection point.

Please note that holding periods are shorter during the end-of-year holiday period.

Yes, your order may be sent in several parcels, particularly if the items come from different stock locations.

In this case, you will receive several dispatch emails, each relating to one parcel and containing its own tracking number so you can track each shipment separately.

If you have not received your parcel 5 working days after dispatch and no delivery notice has been left, check your Colissimo or UPS tracking link, depending on your chosen delivery method.

If your parcel appears to be stuck or lost, still has not arrived, or is marked as delivered but you have not received it, contact our customer service with your order number and tracking number. Our team will carry out the necessary checks with the carrier and guide you through the next steps.

Parcels are often returned to the sender because of an incorrect delivery address, repeated absences during delivery attempts, or failure to collect a parcel from the post office within the holding period.

Please contact our customer service to find out whether your order can be sent again.

If you notice signs of damage to your parcel on delivery, you can:

• Refuse the parcel, which will then be returned directly to the sender.

• Ask for the parcel to be held at your post office so you can open it in the presence of an authorised member of staff.

If an item is missing or damaged, please contact our customer service as soon as you receive your order, quoting your order number and attaching photos of the parcel and/or the affected items.

We pay close attention to the quality of our products.

If, despite our quality checks, you notice a fault, please report it by contacting our customer service.

Our team will explain the procedure so we can examine the product. If the fault is confirmed to be our responsibility, we will refund you and cover the return and replacement shipping costs.

If no fault is found, return and replacement shipping costs are your responsibility.

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

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

To return an item, simply follow these steps:

1. Visit our returns portal using the “Make a return” link, or click here: https://promercimercisnap.com/a/return
2. Select the relevant order, tick the items you wish to return and choose the reason for the return.
3. Confirm your request.

Please note before continuing:

1. Return conditions and return shipping costs.

Return shipping costs are your responsibility.

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 fee will be deducted from your total refund.

For returns from France, the fee is €4.99; for Belgium, Germany, Luxembourg and the Netherlands, the fee is €6.99; and for Spain, Portugal and Italy, the fee is €7.49. These fees may change at any time.

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

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

If your return is sent from a country other than those listed above, no prepaid label will be generated. You must arrange the return yourself and cover the costs.
We recommend using a tracked shipping service so you can check your parcel's progress and confirm its delivery.

2. Orders delivered in several parcels.

If your order is delivered in several shipments, please wait until you have received the entire order before requesting a return. If you submit a separate return request for each parcel, you may be charged return shipping costs more than once.

3. In-store returns.

Online purchases cannot be returned in store, and store purchases cannot be returned online.

4. Refund of your original delivery costs.

If you return your entire order within the statutory period, your original delivery costs will be refunded up to the amount charged for standard delivery. Any additional costs for express or premium delivery remain your responsibility.

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

Items must be returned in perfect condition, unworn, unused and unwashed, with their labels attached. They must include any accessories and their original packaging, in a condition suitable for resale.

Please protect the items carefully for shipping and 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.

If the furniture you ordered is not suitable, you have 14 days from receipt to let us know that you wish to return it.

For any request, please contact our customer service, quoting your order number and the furniture item concerned. Our team will explain the return conditions.

The furniture must be returned in perfect condition, in its original packaging and carefully protected for shipping.

Return shipping costs are your responsibility.

If an order paid for with an e-gift card is refunded, the corresponding amount will be credited back to the same e-gift card. You can then use it with the code you originally received.

If the order was paid for using several payment methods (for example, an e-gift card and a bank card), the refund will be allocated in proportion to the amounts paid with each method: the portion paid by e-gift card will be credited to that card, and the portion paid by bank card will be refunded to the card used for payment.

If your e-gift card expired between your purchase and the refund, please contact our customer service so we can assist you.

Once we receive your return, please allow approximately 14 working days for our team to process it. You will receive an automated 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, with your order number and return tracking number.

As with a standard return, you have 14 days after receiving your order to return some or all of it.

• If I return my entire order:

You will receive a refund of the first instalment only. The remaining instalments will be cancelled and will not be charged.

• If I return part of my order:

In this case, Alma deducts the refund amount from outstanding payments and, if applicable, refunds amounts already paid.

To create a customer account, go to the homepage at promercimercisnap.com and click the “Account” icon at the top right.

You will be invited to create an account by entering your email address and a password.

To stay up to date with new arrivals, we invite you to subscribe to the Merci newsletter.

To subscribe to our newsletter and hear our latest news, go to the homepage at promercimercisnap.com, scroll to the bottom left and enter your email address or phone number in the “Subscribe to the newsletter” box. You can also subscribe when creating your account by ticking the relevant box.

If you no longer wish to receive our newsletter, simply click the unsubscribe link at the bottom of any newsletter.

Please note that unsubscribing does not cancel any back-in-stock alerts you have signed up for separately.

To change your email address, log in to your customer account and open the personal details section. Enter your new email address and save your changes.

You can update your saved addresses in the “Addresses” section of your customer account. Select the address concerned, make your changes and save them.

This change will apply to future purchases. It will not change the delivery address of an order that has already been confirmed.

You can save several addresses in the “Addresses” section of your customer account. On your next purchase, you can select the address you would like your order delivered to.

Log in to your customer account and go to “My orders”. You can view your order history and the details of each order there.

If you would like to delete your customer account, you can contact our customer service and request this at any time.

Our team will send you a confirmation email.