FAQs

General
How many days/weeks will my order take to arrive ?
It takes us 2-4 days to process your order and 1-2 weeks to ship it.

Do you ship internationally ?
Absolutely! We provide worldwide shipping. However, keep in mind that, depending on your country, custom charges may apply. These additional fees are usually charged by your postal service upon arrival and will be at your own charge.

Where is Kercier.com located ?
We are located in Valais, Switzerland. However, our warehouses currently ship from 4 different locations worldwide: U.S, United Kingdom, Europe and China.

Is is possible to get a tracking number ?
Yes absolutely, wait 3 days after you have placed your order and send us an e-mail at hello@kercier.com

My Order Is Incomplete/Missing items; What can I do ?
Because of inventory management and/or product availability, if you've ordered two or more items, we may ship your product/s separately from different warehouses and at times, even different countries. If you've received only part of your order, please do not worry; it is likely that you will soon receive a second or perhaps even a third package containing the rest of your order. If you do not receive the rest of your parcel within two weeks of receiving the first package, please contact us and we will take further action to resolve the issue.

What can I do if my product is defective ?
We are so sorry that this happened to you. Send-us a picture of the defective product at hello@kercier.com and we will send you a new product as soon as possible.

Why is my order taking longer than expected ?
International shipping may take longer than expected due to customs clearance.
The volume of orders we experience during Holidays and Sales can affect our shipping/delivery time too. We understand the frustration of having to wait for your purchase longer than anticipated, but we as-sure you, we're doing EVERYTHING possible to prepare, ship and deliver everyone's orders promptly and efficiently.
You can track your order to see where it is at any time. If you need help in tracking your parcel or would like to inquire about it, please contact us by email at the following address: hello@fabriqueamerveilles.com
Important: (Make sure your shipping address information is correct to ensure a faster, safer delivery.) La fabrique à merveilles is not responsible for returned items due to incorrect/incomplete shipping ad-dresses.

What is your refund policy?
We do our best to solve any problems that our customers might en-counter with their online purchases. If you still wish to receive a refund on your order, we can of course complete the payment. Note that If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Only regular priced items may be refunded, unfortunately sale items cannot be refunded. For more information, please read our refund policy

Can orders be canceled?
If you need to cancel or make changes to your order you will need to contact us within 12 hours of placing the order. Unfortunately, once orders are processed, cancellations aren't allowed. Please refer to our Store Policy for more information.