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    FAQ

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    Ordering

    On our shop, click on the product you’re interested in and follow the process. We ask for your company data and some personal details. You also have the possibility to complete the quote request by uploading your company logo. The provided logo will help the sales team to prepare an accurate quote and a mockup of your products. As soon as we receive your quote request, we normally come back to you in less than 24h.

    You can find the MOQ for a specific product on its page. The MOQs are generally imposed by our partners. If an MOQ is an issue for you, feel free to contact us.

    Yes, the MOQ applies to the total quantity. Therefore, it’s possible to order different sizes as long as the MOQ is respected.

    Yes! We offer our clients the possibility to buy a sample of almost all our products. You just need to follow the process after selecting “Buy a sample” for the product(s) of interest. Once you’ll receive the item(s), you’ll be able to touch, test and feel the product(s) you ordered.

    Pricing

    The final price for a product depends on different elements, such as the quantity, the customization technique and the logo. Feel free to request a quote to get a more precise price.

    The main reason is the raw materials’ costs have been increasing. As consequence, the prices of the products themselves increased as well.

    We always try to get back to you with a proposal within 24h after we receive your quote request.

    First of all, our prices are degressive, i.e. the higher the quantity, the lower the unit price. For additional discounts on larger quantities, do not hesitate to contact us.

    Customization

    In order to see all the options for the color(s) of a product, check the corresponding product page. If you cannot find the color you are looking for, feel free to contact us.

    It depends on the product you want to personalize. For most of our products, having several customizations on it is possible. All the available customization techniques and positions where to put your logo are indicated on the products’ page. If several positions are possible, you can choose to put the same logo or a different logo.

    Almost all the logos can be put on merch. If a design is unfortunately not a good match, we will inform you. The dimensions and the number of colors of a logo will influence the type of customization available. However, we always try to offer you the most suitable technique based on your logo.

    We accept the formats .ai, .eps and .pdf as long as your logo is vectorised. A vectorised logo is super important to ensure the quality of the customization.

    We usually work with Pantone colors. It is always better to communicate your specific Pantone colors to our team in order for us to make sure the right colors are used. Otherwise, we will find the closest match possible.

    Yes! Our Production Team will send you the e-proof(s) with all the information about the product(s) and the customization(s). You’ll be requested to confirm and sign the eproof(s) before your production starts.

    It depends on several elements, such as the products, the customization techniques and the season. The best thing to do is to precise your hard deadline in your request or contact us for more info on lead times.

    Products

    All the useful information about a product can be found on its page. You can also have a look at our Transparency page to learn more about our partners. You can still contact our Team if you want more/other information.

    All the brands we are working with are available and listed on our Brands page.

    On each textile product page, you’ll be able to find the available sizes. Feel free to contact us if you cannot find it.

    It depends on the desired product as well as on the ordering date.

    No. Merchery offers a full service starting from a careful selection of products to the branding of these.

    Our catalogue is evolving every week. We might be working on that product at the moment, then we advise you to contact us to get more information. Any product proposal can be discussed with [email protected] as long as it fulfills Merchery values and requirements.

    Yes, this is a service Merchery already offers! You’ll be able to find all the necessary information on our Custom boxes page.

    It depends on the product(s) you are ordering. White label products, e.g. steel mug, sport bottle and organic pouch, can be resold. However, products from well-known Brands, such as Patagonia, Dopper, Opinel and Victorinox, can <u>not</u> be resold.

    The Product Team is always looking for new products to add to our catalogue. Though it needs to meet certain standards and criteria. If you think that your products are high-quality and fitting the values of Merchery, please write to our Product Team at [email protected].

    Payments

    You can pay either by bank transfer or by credit card. As card, we accept Visa, MasterCard, American Express or UnionPay.

    For samples, we need to receive the payment before sending them to you. However, you can either directly pay online or later by bank transfer. For custom orders, you should proceed with the payment once our Team sends you the quotation. Keep in mind the production of your order starts only after we receive your payment.

    Merchery’s policy is to receive the full payment before the production of the order starts.

    Shipping

    Of course! We just ask you to indicate this when your are checking out for your order request. Our Team will then contact you to collect all the addresses and related information.

    Yes, we can ship almost everywhere in the world. We are always informing our clients whether or not we can ship to a specific destination.

    Each product has its own lead time. An estimate of the lead time is always indicated on the product page. However, the lead time usually varies depending on the availability and the season. Feel free to contact us to know more about a product’s availability.

    The lead time is expressed in working days!

    Yes! However, we offer this service only for some products and moments during the year. It is preferable to contact our Team to check whether or not this service can be applied to your case.

    We offer this service only to our Merchery Logistics clients. Learn more about it here.

    Logistics

    Merchery Logistics is available for every company willing to produce merch, store it, and send it whenever and wherever they want, e.g. to your employees’ place, your offices or your clients’ place. However, several conditions must be met.

    You can first check the Logistics page in order to see if you might be interested in this service. The visitors also have the opportunity to book a demo with our Team to learn more about it. If this is what you’re looking for, you’ll be onboarded on the platform as soon as your merch will be ready.

    Once all the merch is ready and put in stock in our warehouse, it takes only a few minutes to create your company account.

    No, Merchery stores products according to your quantity requirements as long as it meets the products’ MOQ.

    Our warehouse is located in Belgium.

    There is currently no fee for using the platform. The costs related to the service are the costs of the products’ storage, the boxes’ preparation fees, and the shipping costs as indicated on the Logistics page. These costs are invoiced to the customer at the beginning of the following month.

    The Club

    The Club is for all the creatives that produce merch for their customers. We usually work with branding agencies, communication agencies, event agencies or freelancers.

    A dedicated Team will help you to create your wildest customer projects. You’ll also have access to free samples and to our packshots layered in Photoshop to generate your own mockups. Join the Club to discover many other advantages.

    That’s very simple! You simply have to fill the form in to subscribe!

    Joining the Club is completely free of charge!

    Bespoke service is available on request for specific products but only for very large quantities (above 1000 pcs). For example, choosing a Pantone matched colour for a product or creating a new one. This service is reserved to our Club members or should be done on request on [email protected](mailto: [email protected]).

    Business for Good

    At Merchery, we commit to use business as a force for good. We joined the 1% for the Planet movement and we are now a Bcorp certified company. We also work alongside Tapio to measure and monitor our carbon footprint. While growing, we’ll always make sure that our decisions have a positive impact on all stakeholders.

    The Product Team is carefully selecting our partners and curates products that are long lasting, well designed and useful. These 3 pillars are very important to stay aligned with Merchery’s values.

    Terms and Conditions, Return Policy and Privacy Policy

    You can read everything about this topic on our website.

    Yes! You’ll find it in Merchery’s Terms and Conditions within the chapter Return Policy.

    Merchery has its own Privacy Policy in which you can find out how we manage personal and private data.

    Didn’t find an answer? Don’t hesitate to contact us by email at [email protected], or directly by phone: Europe: +32 2 808 59 06 or +44 20 3966 2632 North America: +1 929-265-7350