FAQ
On this page you can find answers to the most frequently asked questions. If you can't find the answer to your doubts, you can contact us directly by email at this address: customerservice@merceriegermaine.com
Account Management
How to create my account?
Just click on the "Register" button visible at any time at the top right of each page. Let yourself be guided step by step, registration only takes a minute and is necessary to place an order. Your registration will be validated at the email address you indicated.
How to recover password?
Lost your password? Don't worry, follow this link and request your password, an email will be sent to your registered address, follow the wizard and register a new password.
How to search for a product?
Nothing easier, the "Search" box, which is at the top of the page, also allows you to search by detailed criteria: brand, material, color, pattern... For example, if you search for "linen" all the products corresponding to the word "linen" will be displayed. You can also search for products through the navigation menus.
Products
Is it possible to receive samples?
Of course! You can request samples in two different ways, at the same time as the order or by email. For more information, follow this link .
How to choose the quantity of a fabric or ribbon?
Our fabrics and ribbons are mostly sold starting from 10cm. When you are on the product page, select the yardage you wish to order and then click on the “Add to cart” button.
Remember, 1 unit corresponds to 1 decimetre, so for example to select 1 metre and 60 of fabric you will only need to enter 16 units!
Will I receive the fabric I chose in one piece?
Yes, you will receive the chosen fabric in one piece. If for some reason this is not possible, you will be notified to confirm the order before the order is prepared.
Will I receive the ribbon I chose in one piece?
Orders of ribbons under 5 meters will be sent in one piece, over 5 meters may be in multiple pieces depending on availability.
How can I know how many meters of a certain fabric or ribbon you have in stock?
In general, the system does not allow you to put in your cart a quantity of a certain product greater than the available quantity.
I would like to order a product in a quantity greater than that available, or order a product that is no longer available. How do I do it?
Each product is different from the other, we supply some of them continuously, we cannot guarantee others. Do not hesitate to send us an email to servizioclienti@merceriegermaine.com , we will try to meet your needs.
Do you have a product catalog?
We do not have a product catalog. The only way to see our products is on our website. If you have any questions about a particular product, please send us a request for samples.
Are the colors of the products on the site reliable?
Each photo has been processed so that the colors are as close to reality as possible! However, the settings of each screen are different and can modify colors, contrasts and brightness. If you have any doubts about a particular product, we invite you to send us a request for samples, or live photos/videos.
Orders
Can I order by email or phone?
Unfortunately, all of our billing is generated on our website, so no, we do not take orders over the phone or via email.
Is there a store or showroom?
If you wish, you can make an appointment to come and visit my little showroom!
I forgot an article...
Before paying for your order, you can modify your order at any time. If you have already finalized your order and have forgotten an item, contact us immediately by email: customerservice@merceriegermaine.com and we will try to find a solution.
I want to cancel my order
If you wish to cancel your order, please contact us as soon as possible at customerservice@merceriegermaine.com , providing your order number.
If the order has not yet been sent , you can immediately cancel it and, if the payment has already been made, receive a refund or a voucher, if you prefer.
If the order has already been sent and 10 working days have not yet passed, you can obtain a refund or a voucher, if you prefer, by returning the order in good condition by registered mail at your expense to our warehouse: Mercerie Germaine, Via Antonio della Torre 51, 37030 - Mezzane di Sotto (VR)
ATTENTION! Refunds do not apply to products cut below 1 meter after the order preparation confirmation email has been sent. For more information on your rights and refund procedures, please visit our dedicated " Returns and Refunds " page.
Promo codes
I have a promo code and I would like to use it....
Nothing could be simpler! Enter your code in the "Gift Card" box on the cart page and click "Apply Gift Card". The promotional code is applied immediately by deducting the amount from your order and will then be validated with the order confirmation. From that moment on, it can no longer be used.
Payment Methods
Is my payment secure?
You can rest assured. Payments through PayPal and the Shopify method use servers that use high-security encryption. You can verify the security of the payment servers by looking for a small padlock in the address bar.
What are the payment methods?
We accept PayPal, Satispay, Credit Cards and Bank Transfer as payment methods. For more information, visit our payment page.
How do I download my invoice?
The invoice will arrive automatically when the order is processed.
Shipping
What are the shipping times and rates?
You can find our shipping times and costs on our “ Shipping Conditions ” page.
How can I find out what stage my order has been delivered to me?
As soon as your order leaves our warehouses, you will receive an email with the tracking number of your package.
Can I collect my package from your premises?
You can come and collect your order directly from our warehouse and save shipping costs. We will notify you by email when your order is ready for collection. Contact us at least one day in advance to make an appointment, we will be happy to meet you!
Do you ship internationally?
For the moment no, we do not ship abroad. In that case contact us directly, and we will give you a quote.
Returns and Refunds
Damaged products
If a product arrives damaged or has a manufacturing defect, you can request a refund for the cost of the product. More information can be found on the " Returns and Refunds " page
I changed my mind, can I exchange a purchased item / get a refund?
You have up to 10 days to request a refund and return the products. More information on the " Returns and Refunds " page.
Professionals
I am a professional, what are my advantages?
If you are a professional, contact us directly at servizioclienti@merceriegermaine.com with your VAT number, and we will be able to offer you a personalized quote.