FAQ - Frequently asked questions

Order online

WHAT PAYMENT METHODS ARE ACCEPTED?

When you place your order, you can pay by credit card, in instalments via scalapay or by PayPal.

HOW DO I KNOW IF MY ORDER HAS BEEN PROCESSED?

Just after you have paid for your order, you will be redirected to an order confirmation page. At the same time you will receive a summary email. You can also consult your order history in the "My orders" section of your Royal Mer account.

WHEN IS MY ACCOUNT DEBITED?

Your credit card or PayPal account is debited on average within 48 hours of your purchase on the Royal Mer website.

HOW DOES THE LIFETIME WARRANTY WORK?

At Royal Mer, authenticity, quality and timelessness are our watchwords. Today, we guarantee that our ADRIAN sweater, which has been in our catalog for almost 10 years, is knitted in our workshop by expert hands who embody these values. It's an exceptional garment, built to last, carrying the marine heritage of our company. Find out more on our dedicated page.

Returns and refunds

HOW CAN I REQUEST MY RETURN?

Did you receive your items, but the size or fit isn’t right? No worries, you have 14 days from the date of receipt of your package to return the concerned items (excluding personalized sweaters, which cannot be returned or exchanged).

1. SUBMIT YOUR RETURN REQUEST ONLINE

We now use the Rever platform to simplify your returns.

Click here to initiate your return request.

You can choose between:

- A refund (to your original payment method or as a gift card)

- An exchange (subject to availability)

Simply enter your order number, email address, and the items you wish to return.

Click here to start your return request .

You will be able to choose between:

- A refund (to the original payment method - return fees apply)

- A gift card (free + 10% bonus offered)

- An exchange (free)

You will simply need to enter your order number, your email address and the items concerned.

2. GET YOUR RETURN LABEL

OUR RETURN FEES:

✨ EXCHANGE = FREE

🎁 GIFT CARD = FREE + 10% BONUS

💳 REFUND = FEES APPLY

For refunds, the return fees are:

- Mainland France: €5

- Europe, Switzerland, United Kingdom: €15

- Rest of the world: €30

These fees are automatically deducted from your refund amount.

💡 Tip: Choose an exchange or a gift card to avoid fees and enjoy the 10% bonus!

You can also return your parcel at your own expense to the following address:

Royal Mer – Returns Department
ZA des Treize Vents Route de Beaupréau
44330 La Regrippière

3. REPACKAGE THE PRODUCTS AND RETURN YOUR PACKAGE

To ensure quick processing of your return, it is imperative to include the completed return form in your package. This document allows us to identify your return and speed up the refund or exchange.

We also include this form in your order, but in case of loss, you can find it via the link above.

Products can be returned in their original packaging. Print the return label sent upon confirmation, stick it on your parcel, and drop off your package.

Returned products must be new, unworn, undamaged, with their tags and in their original packaging.

No refund will be issued for any item that has been worn, washed, returned without tags or without its original packaging.

Shipping

WHAT DELIVERY METHODS DO YOU OFFER?

We deliver your order by Colissimo or DPD, to your home or to a relay point in France and abroad.

Gift card

CAN A GIFT CARD BE USED MULTIPLE TIMES?

Yes, it is possible to use a gift card multiple times. If the balance on the gift card does not cover the total price of the cart, the remaining amount can be paid using another payment method.