Please note we are operating with a reduced number of staff to continue to ship your orders. Please expect slight delays. We have revoked the ‘collection’ & DPD services from our London workshop until further notice. Thank you for your patience.
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
Personalised Items: 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] within 14 days to discuss an exchange and our return process.
Non-Personalised Items: If you have chosen not to personalise your order, but still wish to return it then please get in touch with us within 14 days.
Earrings: All earrings, personalised or non-personalised are not able to be returned for refund or exchange due to hygiene reasons.
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 & 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]
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