FAQ

How long will it take for you to produce my order?
This depends on the product. We will dispatch your order:

Within 2 - 3 working days for Personalised Jewellery. If you have an urgent requirement, please note that we do offer a Next Day Delivery Service (UK only) on our complete jewellery range for Customers ordering before noon any weekday.

Within 2 – 3 working days for Embroidered Items (towels, bathrobes, foutas, bibs, comforters, muslins, directors chairs, lanyards and keyrings).

Within 1 week for all other products (canvasses, photo pouches and washbags).

In most cases, customers in the UK will receive their order within a few days.

Customers in Europe will receive their order within a week and customers in the rest of the world within 2 weeks.

Please note that the above information is a guide only.



I have been unable to make my order on your website, can I order over the phone?
Although we do recommend personalised products are ordered on the website, we do know how frustrating it can be when things do not proceed as they should.  If you are at the end of your tether, please do call or email the team at Merci Maman where we will do all we can to help.

We can be contacted on 020 7731 1377 or at [email protected]


How can I make payment?
We accept Visa, Mastercard, American Express and Paypal.  If you are uncomfortable making a payment on our website, we have an option “Please call me for payment” at Stage 5 of our Checkout  and we will contact you to take your card details over the phone.


Can charms be added later on?
Of course! Simply visit our Add a Charm section and follow the instructions on the page.


My engraving will not fit in the space provided on the product page.  What should I do?
In many cases if your preferred engraving is just a few characters more than the engraving box allows, we should be able to do it.  

Please do call us on 020 7731 1377, we are here to help.


My order has been dispatched but has not yet arrived.  What shall I do?
Your order will be sent to you First Class with Royal Mail.  If you are within the mainland UK your order should be with you within 48 hours from the time of dispatch. If you haven’t received your order after 5 workings days please call us on 020 7731 1377 or email [email protected] so we can find a solution for you.

If your order is being delivered abroad, it may take more than 2 weeks to reach you depending on the destination. If it does not arrive in this timeframe please contact us. 


Will the packet fit through my letter box?
Yes. We have designed our envelopes and jewellery boxes to fit through most regular sized letterboxes.


Can my order be sent to a different address?
Yes, this is no problem at all.  Please enter the details at Step 3 of the Checkout.


Can you dispatch outside the UK?
Yes – we dispatch worldwide.  Simply select your country of delivery during Step 3 of the Checkout. If you cannot find it in the list, please email [email protected] and we will sort this out for you.


How to take care and clean my jewellery?
Please visit our Care & Cleaning section for more information.

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