FAQ

My order

The engraving on my jewellery looks different to my friend/family members' jewellery. Why is that?

Each item is individually created in the Merci Maman workshop. The beauty of our jewellery is that the personalisation is engraved by hand rather than a machine and there are sometimes subtle differences between individual hand-engraving styles. Although we try to match the styles as closely as possible, any irregularities should be appreciated as part of a unique, hand crafted design.

My engraving will not fit in the space provided on the product page. What can I do?

Our experienced engravers recommend the maximum number of characters per charm. If your preferred engraving is more than what is recommended, please note it in the comments box at the bottom of the product page and we will contact you if we have any queries. If you have further questions regarding the length of your engraving please contact us on 020 7731 1377 or at [email protected]

Will my chosen engraving be on one or two sides of the charm?

Nearly all our charms can be engraved on both sides. Please enter the engraving in the two boxes provided on each product page. Where there is only one box, please enter your engraving as per the example, ie. “Amelia / 12.05.11” (where the forward-slash indicates the difference between the front and reverse engraving).

How can I make a payment?

Within our secure checkout we accept Visa, Mastercard, American Express as well as payment via Paypal, ApplePay and GooglePay. Please note that your bank may need to validate the payment with a code.

RETURNS & REFUNDS

Unfortunately, once an item has been personalised we are unable to accept it for refund unless the product is faulty. Please refer to our full Terms and Conditions

Delivery

How long will it take for me to receive my order?

We work hard to ensure that all orders are created and ready to be dispatched on time. Once an order has been dispatched you will receive a confirmation shipping email.

If you order before 1pm, your item will be dispatched the same working day via Royal Mail and should arrive safely with you within 2-3 working days. Please note that during busy periods, this may be slightly longer.

Please note that orders outside of the UK will take slightly longer to reach you. More information can be found on our Delivery page .

Can you dispatch outside the UK?

Absolutely! We are able to dispatch worldwide! Our only exception is Russia and India. Simply select your country of delivery during checkout. If you cannot find it in the list, please email [email protected] for help.

My order has been dispatched but has not yet arrived. What shall I do?

Within the UK, we have three delivery options available for you to choose from. If you are within the mainland UK your order should be with you within 3 working days from the time of dispatch. Please note that this is a guide only and there may be exceptions during particularly busy times of the year or for other unforeseen circumstances. 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 up to 5-15 working days to reach you depending on the destination. If it does not arrive in this timeframe please contact us.

Depending on the Shipping Address, your order may incur taxes, duties, customs charges and extra fees. Payment will need to be made by the recipient and we cannot be held responsible for any charge once the package has been shipped from our London studio. Please note the customs process might incur additional delays.

Our jewellery

What materials do you use?

We use the highest quality 925 sterling silver for all of our silver jewellery. Our gold and rose gold plated designs are created in brass and plated with18K gold. Our braids are made from a colourfast polyester.

All of our gemstone products use natural gemstone and therefore any slight variations within the gemstone should be appreciated as part of its natural character.

We also have an 18k Solid Gold Collection crafted from 100% recycled 18k solid gold.

My jewellery has begun to tarnish, what can I do?

Unfortunately, jewellery can be affected by everyday elements such as exposure to water, heat, chlorine and chemicals found in beauty products/perfumes. All of our jewellery will naturally begin to tarnish over time as a result of exposure to oxygen and this is not a reflection on the quality. Please visit our Care & Cleaning page to find out more about how to best care for your Merci Maman jewellery.

Can I have a symbol engraved?

As all of our engraving is carried out by hand, in nearly all cases this is fine. As well as entering engraving in the engraving box provided, please make clear notes in the comments box provided on each product page. Please note that any slight variations in spacing, depth of engraving and alignment from the examples shown are part of the overall aesthetic and originality of your piece.

For any more complicated engraving, please contact our Customer Services department who will be happy to help with your enquiry.

Can I buy a charm or chain on its own?

Absolutely! It’s easy to get creative with your own designs in our Create your Own section where you can find individual charms, gemstones, birthstones, braids and chains ready for you to wear. Alternatively, if you’d like to order a re-string of a braid then our Restring Service page is the place to give your most-loved bracelet a new lease of life!

Where is the hallmark on my jewellery?

All of our silver charms are made of high-quality 925 sterling silver. Our gold and rose gold plated designs are made from brass plated with 18K gold or 18K rose gold. These are hallmarked with quality of plating. Several of our products are hallmarked on the reverse of the charm itself but on some of our items it may be located on the loop of the charm. On chains, the hallmark can be found on the ring next to the clasp.

How do I know what size to buy?

Our jewellery comes in standard sizes. All sizing information can be found on the product page.

Necklaces: Our chains come in standard 45cm, 60cm and 80cm lengths. An image of each chain length whilst worn can be found on each necklace product page.

Chain Bracelets : Our chain bracelets come in a standard 17/18cm length and are adjustable to 14/16cm.

Braided bracelets: The size of our braided bracelets is indicated in the sizing information on each product page but can also be adjusted using the sliding knots. If you have a special sizing request please make clear notes in the comments box provided on each product page.

Our rings come in standard UK/US/EU sizes. There is a sizing guide available to print out on each ring product page. You can also order a Ring Sizer from the footer under the heading Services.

 

Our Services

 

Can I add engraving to my Merci Maman jewellery?

On the basis that there is space, we can add additional engraving for you. We will not charge you for this service; only return postage. Please contact our Customer Services team to discuss how to process this. Applicable only for Merci Maman jewellery

The braid on my bracelet needs updating?

We have just the service for you. Our Restring service allows you to send in your bracelet for a new braid, either to freshen it up or just if you fancy a change of colour. Please click here for full details and ordering.

Gifts

 

Can I buy a gift voucher?

Unable to choose from our lovely collection? Don’t worry, we offer an E-Gift Card service which makes gifting a piece of cake! Choose the desired amount (£30 minimum) and we’ll email the recipient directly with everything that they need to know. You can find this service here.

Do you provide gift wrapping and cards?

All of our products arrive in our signature gift boxes for a truly luxurious experience. You can also add a Gift Wrap Kit to your order on each product page and we have a selection of Greeting Cards available, which we will hand-write with your personal message.

Newsletter

 

Subscribe to the Merci Maman Newsletter to automatically receive emails with our news, events and product launches and general Merci Maman inspiration. Subscription is easy; simply enter your email address in the box provided on our homepage and you will receive an email with a discount code for your first purchase.

You can easily click the “Unsubscribe” button at any time, should you no longer with to receive the Newsletter.

Contact

 

Our Customer Services team are available should you have any further queries at all. We can be contacted on 020 7731 1377 or [email protected]