Frequently asked question
The products: Mesuring and images
How are the products measured?
- All the measures of the products are put in millimetres (mm)
- The measures are rounded to the inferior millimetre. With the pieces that have an irregular form, they are measured to indicate the minimal exploitable volume.
Are the pictures from the website correspond accurately to the product I'll receive?
- What you see on the site corresponds to the product you will receive to your address. We have expanded our team in order to employ a professional photographer. We guarantee you that the images from the site are the same products you can purchase.
Are the payments secure?
- All our paying methods are secured here at Mercorne.
- Credit card payments are encrypted with the Monetico payment program ( we do not keep your credit card details in our program).
What are the payement types?
We propose 5 ways of payement:
- Credit card: We accept payements by credit card, Visa, Mastercard, E.Cartebleu and American Express.
- Cheques: Send your cheque to the following address: Mercorne, Zone Industrielle, 48300 Langogne (FRANCE). Don’t forget to attach your reference number. Your order will be sent away when the cheque is received.
- Bank Transfer: transfer to the following account: Crédit Agricole, 48300 Langogne – France – IBAN : FR76 1350 6100 0074 5846 7700 08 The order shall be sent away after receiving the transfer.
- Gift card: Chose your paying method and enter the unique code of your gift card. If you can’t find your code, please contact us by e-mail.
How do I know where my order/package is?
- After confirming your order you can go to your Account page to follow the advancement on the preparation of your order.
- After sending off your package, we will contact you with a package number in order to follow your order. Continue to the concerned site (colissimo or Chronopost) put in your order number and you may track it’s movement.
- If you no longer have your number, you can find it on your Account page, in the submenu “My Orders” .
- If you can not find your number in your Account page, contact us by e-mail and we will contact you as soon as possible.
How to exchange/ reimburse?
- You have 15 days after receviving your order to to send it back for exchange or refunding.
- Refunds are made within 15 days of receiving the returned product. And we shall refund you via the payment method used for the purchase.
- For exchanging, please contact us before sending at the following e-mail address: email@example.com. And to send the concerned products to: Mercorne, Zone Industrielle, 48300 Langogne (FRANCE).
- For all other questions, please contact us by e-mail: firstname.lastname@example.org
I have (another) problem with my order?
- If you haven’t found a satisfying answer, you have he possibility to contact us by e-mail or by telephone. To contact us, you may on the “contact” page (top left of the website).
What are the methods of delivery and the prices?
- We propose 5 different ways of delivery:
- Relay point: Chose one of the 3000 points that are available in France. Remember to take a proof of identity on the day of picking up your order.
- Colissimo without a signature: delivery to the address of your choice to your letterbox. We advice against this delivery method as we do not have any way of tracking the package and all the responsibility is on your side.
- Colissimo with a signature: delivery to the address of your choice with a mandatory signature or to a post office. (bring proof of identity)
- Chronopost before 10am and 1pm. You can chose a Chronopost delivery ( the order must be confirmed before midday to be delivered the next day).
- Applied prices: we do not take any commission on the deliveries. The expenses of packaging and of the cardboard are covered by us. We systematically insure orders over 150€
- Total of order - insurance cost
- 0/150€ - 0€
- 151/300€ - 0.9€
- 301/450€ - 1.8€
- 451/600€ - 2.7€
- 601/750€ - 3.6€
- 751/900€ - 4.5€
- 901/1050€ - 5.4€
- 1051/1200€ - 6.3€
- 1201/1350€ - 7.2€
- 1350/1500€ - 8.1€
- +1500€ - 9€
When is my order packaged and sent?
- 98% of orders passed through between Monday and Friday before midday are sent out the same day ( with a credit card or paypal payment) It will take 2/3 days for a delivery anywhere in Metropolitan France. 7/10 days for a delivery in Europe. For a delivery outside of Europe, it will depend on the country.
I can’t find an answer to my question!
- Don’t panic, we are here to help. You have the possibility to contact us with a one click on the “contact “ page, or by email: email@example.com or by telephone: +334 66 69 29 19.