Maison Mercier FAQ: Delivery, Returns, Sizes & Brands
Everything we are asked most often, sorted by topic. Delivery, returns, sizes, brands, payment — and what you need to know before ordering.
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Delivery
Timescales, costs and areas served
How much does shipping cost?
Shipping costs are calculated based on the destination and are displayed before the order is confirmed.
Which destinations do you ship to?
We ship to many destinations. Shipping costs are calculated based on the destination and are displayed before the order is confirmed.
Returns and refunds
How long you have, and how to do it
How long do I have to return an item?
Maison Mercier accepts return requests up to 30 days after receipt for eligible items. See ourReturns and Refunds Policyfor the conditions and the procedure.
Payment and ordering
Payment methods and parcel tracking
Which payment methods are available?
The payment methods currently available are shown at checkout. Payment is handled by the providers offered by Shopify and by the store.
How do I track my order?
When carrier tracking is available, the tracking information is sent after dispatch. If you need help with an order, contact us with your order number.
Brands and products
What we sell, and what we can say about it
Which brands are in the store?
The catalogue brings together around thirty distributed brands: Desigual, Tommy Hilfiger, Guess, Dr. Martens, Calvin Klein, EA7, Clarks, Diadora, New Balance, Timberland and UGG, among others. The full list, with the number of items actually in stock, is on theBrands.
Are the items new?
Yes. Every item is new. Product pages carry the manufacturer's information — brand, colour, stated materials, sizes. When something is not documented, it is not invented: write to us and we will tell you what we know, including “we don't know”.
What if the item I received does not match the product page?
Write to us first: in the vast majority of cases, a photo is enough to sort it out. If the item is not right, return requests are accepted up to 30 days after receipt for eligible items — the procedure is described in ourreturns policy.
Sizes and fit
Getting the right size first time
How do I choose my shoe size or clothing size?
Sizes follow those stated by each brand, and they are not equivalent from one brand to another: the same size can run large or small depending on the model. You choose your size in the selector on each product page. If you are torn between two sizes, write to us with your usual size. Our first guide,Dr. Martens: how to choose your size, sets out the method in detail.
Where should I start in the catalogue?
Five entries are enough to cover it:Women, Men, Footwear, ClothingandBags & Accessories. TheNew arrivalscollection shows the latest items in.
Contact us
A question that is not here
How do I contact Maison Mercier?
You can write tocontact@maison-mercier.comor use ourcontact page.
Going further
These pages answer the questions above in detail — and the catalogue shows everything available, prices included.
Can't find your answer?
Write to us: we answer ourselves, within 24 working hours.