TERMS & CONDITIONS
The term "Merci Maman" or "us" or "we" refers to the owner of the website, whose registered office is 25 Heathman's Road, London, SW6 4TJ, United Kingdom. The term "you" refers to the user of our website. Your use of this website is subject to the laws of England and Wales. The content of this page is subject to change without notice but of course while keeping it within all relevant legislation.
TERMS OF SALE
When placing an order you undertake that all details you provide to us are true and accurate, that you are an authorised user of the payment method used to place your order and that there are sufficient funds to cover the cost of the goods. Full payment is required before your order can be dispatched.
Default prices on our UK-International website are displayed in British Pounds, but are also available in Euro and US Dollars. You can easily choose the currency you would like to use by clicking on the currency menu in the top left-hand corner of every page on desktop, or the currency logo at the top of every page on smartphones.
If you are purchasing products in a currency different from the currency offered by your bank, you may be charged currency fluctuations and card charges by your bank which can affect the amount stated on your invoice.
We may, from time to time, offer discount codes, either directly or via third parties. These codes are redeemable in the ‘Special offer / Gift voucher’ box that can be found on your shopping cart page. Codes are valid on specific products and during specific time periods and cannot be exchanged. Special offers are applicable only on full-priced items and cannot be used in conjunction with any other offer or discount.
If you wish to cancel your order, you must contact our Customer Service team at [email protected] or by phone on +44(0)20 7731 1377 to make sure your order has not been prepared yet as all orders are processed on the same day or next working day.
If you placed your order before 1pm on a weekday, we endeavour to prepare your product(s) in the afternoon of the same day. If you ordered after 1pm or on Saturday/Sunday/Bank Holiday, your order will be made on the morning of the next working day.
If your order has already been prepared you will unfortunately not be allowed to cancel it. The Statutory right to cancel an order and receive a full refund under the Consumer Protection Regulations 2000 does not apply to personalised items.
All orders are subject to availability. On rare occasions we may have to cancel your order if we have ran out of stock of the specific item you chose. We do our best to update online stock in real time but it can happen - notably during sale period – that we may be made aware a particular piece has ran out only after you placed an order successfully. In this case, our Customer Service will contact you as soon as possible to inform you of an updated delivery date, offer an alternative solution or give you a full refund. We are under no obligation to offer compensation for the disappointment caused.
Provided they are in stock, we aim to dispatch all items within 48 business hours.
We will deliver your goods to the delivery address provided at the time you placed your order. It is your responsibility to ensure that the delivery address you give us is correct and, if required, that somebody is available to accept or sign for the delivery from the selected delivery service. We can accept no responsibility for packages that are signed for by someone other than the addressee.
If you have not received your order 3 working days beyond the maximum wait our guide indicates, please contact our Customer Service team on +44(0)20 7731 1377 or by email at [email protected]. We aim to reply to every email within 2 working days and will do our best to find a solution to your problem.
Please note that tracking codes are not provided with all of our delivery options. Delivery methods that are able to be tracked are clearly stated within our delivery information at checkout. Your preferred method of delivery can be selected at time of purchase in the checkout.
Orders shipped outside the European Union may be liable to taxes, duties, customs charges and extra fees charged by the courier company at the destination. Payment will need to be made by the recipient and Merci Maman cannot be held responsible for any charge once the package has been shipped from our workshop. Please note the customs process might incur additional delays.
RETURNS & EXCHANGES
Given the very nature of our personalised products, which are made with your choice of words, our items are non-returnable and non-refundable. However, if the goods you have received are not what you ordered or are defective, please contact our Customer Service team on +44(0)20 7731 1377 or by email at [email protected] to discuss an exchange and our return process.
We are always looking for ways to improve your shopping experience and our collection of personalised jewellery. If you are not satisfied with the products or services we have provided, please get in touch with our Customer Service team on +44(0)20 7731 1377 or by email at [email protected]. We aim to reply to every email within 2 working days and will do our best to find a solution to your problem.
COPYRIGHT, TRADEMARK and INTELLECTUAL PROPERTY
The content made available on this site - including but not limited to the site itself, its design, layout, text, photographs, videos, animations, illustrations and logo - are protected by copyright laws worldwide. All such rights are reserved. You may not copy, publish, manipulate, distribute or otherwise reproduce, in any format, any of this content or copies of the content without prior consent from us.
For any additional question regarding our terms & conditions, please email [email protected]
We take privacy very seriously at Merci Maman and are committed to safeguarding your online data. We will never collect personal data without your explicit consent. We also never have and never will sell your data to third parties.
WHAT DATA DO WE COLLECT
The personal data we collect during your online experience may include but is not limited to:
first name - last name - email address – delivery & billing addresses - phone number.
WHY AND HOW DO WE USE DATA
When you create an account or make a purchase on our website we need to know the information above so we can fulfill your orders and keep you informed of its status. We ask for your phone number solely in case we have a question regarding your order and need to contact you to avoid delay in the delivery of your order.
To process an order you will need to enter your payment card details in our secure checkout. You may also be prompted to enter any standard security details that your card processor requires to help detect fraud. This process is private and secure and takes place in a data-encrypted environment, meaning your details cannot be accessed by anyone.
We may use collected information and statistics to help us develop our website and the services we offer to you. These statistics do not include information that can be used to identify you.
We may engage in online advertising and use data to display personalised adverts that are relevant to you.
REQUEST A COPY OF YOUR DATA
You can ask at any time about what data we hold for you as an individual by emailing us at [email protected] and we will send you a report of the data we have.
UPDATE YOUR DATA OR CLOSE YOUR ACCOUNT
If you find any inaccuracies in your report or if you wish to close your account, please notify us of the relevant change or cancellation at [email protected].
Please note that we may keep hold of some of your information after you have closed your account, only to meet legal requirements as part of our financial records for tax inspection purposes.
If you are not satisfied with the answer given to you, you can make a formal complaint with the Information Commissioners Office on 0303 123 1113.
Where we use your information for emailing purposes, you have the right to unsubscribe at any time. To unsubscribe, simply click on the unsubscribe link the bottom of any marketing email that you received from us, or email our Customer Service team at [email protected].
If you would like to stop receiving our catalogue in the post or if you require further assistance with other types of marketing please email our Customer Service team at [email protected].
Once you do this, we will update your profile to ensure that you don’t receive further marketing messages. Please note that it might take a few days for our systems to be updated, so you might get messages from us while we process your request.
Stopping marketing messages will not stop service communications such as order confirmation of dispatch updates.
There are three main types of cookies we use on our site:
- Functionality & preference cookies: these enable you to use all the features on our site and remember your preferences – such as your language or currency - so we can give you a seamless and personalised experience.
- Web analytics cookies: these give helpful information on how customers use our site so we can take measures to improve your online experience with us.
- Online advertising cookies: these display adverts that are relevant to you and your experience on our site. They also limit the number of times that you can see an ad and help us measure the performance of our marketing campaigns.
Web browsers automatically accept cookies but you can modify your settings to decline them. If you block cookies, you will still be able to use many features of our website, including placing an order, but may have a less personalised experience.