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Orders, Payments & Delivery
Once you’ve completed your online payment, your order is confirmed on our side. You’ll receive a confirmation email with your order number and invoice. Didn’t get it? Check your spam folder or contact us via the form.
Once your order is validated, we can no longer cancel or modify it. Please double-check your information (correct email, complete shipping address…). Your order is automatically entered into our system and sent to our warehouse overnight.
Your order will then be prepared and packaged the following day (D+1).
Once ready, your order is handed over to the carrier. You’ll receive a confirmation email with your tracking number at the end of the day.
The carrier will keep you updated on your delivery status by email and/or SMS (DPD Predict). Please respond to any messages or calls from the carrier.
If your order is delayed, track it using the link sent to your email or contact the carrier directly. If you run into any issues, don’t hesitate to reach out to us, don’t wait until the last minute, we’ll always find a solution.
No, you can place your order as a guest. However, if you don’t create an account, you won’t have access to your order history.
Unfortunately, no. Once an order is confirmed, it cannot be canceled or modified, as it is automatically sent to our warehouse. You will need to wait until you receive it and return it (at your own expense) under your right of withdrawal.
Unfortunately, no. Once an order is confirmed, it cannot be changed, as it’s automatically sent to our warehouse.
However, if you notice the mistake quickly, contact us via the contact form or on Instagram and we’ll try to update the address with our warehouse before your order is dispatched.
Once your order has left our warehouse (D+1), we’ll send you an email with your tracking information. The carrier will then contact you to finalize delivery (DPD Predict). You’ll be asked to confirm a time slot via SMS or request delivery to a pick-up point.
An order is confirmed on our side as soon as your bank validates the payment (3D Secure). You’ll then automatically receive a confirmation email with your order number and invoice.
If you haven’t received it, first check your spam folder. If it’s still not there, the email address you entered might be incorrect (typo). In that case, contact us so we can check the status of your order together.
You can find it in your order confirmation email or by logging into your account.
New regulations require us to apply the VAT rate of the delivery country, which varies from one country to another. All prices displayed on our website therefore include VAT.
We accept Visa and Mastercard credit cards, as well as PayPal, Apple Pay and Google Pay, for fast and secure checkout.
Yes. Your payment is 100% secure.
All transactions are processed through Shopify Payments, which uses industry-standard SSL encryption to protect your personal and banking information. We never store your card details on our servers.
Depending on your bank, an additional authentication step (such as 3D Secure) may also be required to further secure your purchase.
Your invoice is automatically sent as a PDF attached to your order confirmation email.
Orders are prepared and shipped by our logistics partner based in Annecy.
Once validated, your order is automatically transferred overnight and prepared the next business day (Monday to Friday, excluding public holidays and unforeseen circumstances).
Once prepared, the parcel is handed over to the carrier selected at checkout.
Delivery times in mainland France generally range from 1 to 3 business days from the shipping date (when the parcel is handed to the carrier).
Please allow an average total timeframe of 2 to 5 business days (not guaranteed) from the moment your order is confirmed (confirmation email).
For the rest of Europe, delivery times may be longer.
Please note that weather conditions, public holidays, peak periods and incorrect delivery information may cause delays.
Shipping is free for orders over €90.
Below this amount, a flat shipping fee applies depending on the carrier selected.
We have been working for several years with:
- DPD (Predict, Pickup) for deliveries in mainland France and, more recently, across Europe.
- Toopost for Corsica.
- UPS Standard for certain non-EU countries.
- UPS Saver for French overseas territories (DOM-TOM). We do not ship to the rest of the world.
We currently ship within Europe to the following countries:
France (mainland and Corsica), Germany, Austria, Belgium, Croatia, Denmark, Spain, Estonia, Finland, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Czech Republic, Slovakia, Slovenia and Sweden.
We also ship to certain non-EU countries (with participation in customs duties), including:
Andorra, United Kingdom, Norway and Switzerland.
We can also ship to French overseas territories (DOM-TOM) with an additional fee (via UPS Saver).
For administrative, regulatory and environmental reasons (in particular to limit air freight), we only ship within Europe and to French overseas territories.
When your order leaves our warehouse, you will receive an email with your tracking information.
Shortly after, the carrier (DPD Predict, DPD Pickup, Toopost, UPS Standard, UPS Saver, etc.) will send you an automatic SMS or email to announce and/or refine the delivery.
As mentioned above, delivery can take several business days.
With DPD Predict, you will receive an SMS from the carrier once your parcel is out for delivery.
If you experience any issues with the carrier, feel free to contact us via the contact form. While we can’t work miracles, we’ll do our best to help you resolve the situation.
If your order is time-sensitive (birthday, special event, etc.), please don’t wait until the last minute to reach out.
Parcels may be returned to our warehouse for several reasons: unsuccessful delivery attempts, missing information, or carrier errors.
If we receive your parcel back, we will contact you to arrange a reshipment or offer a refund.
In rare cases, a parcel may be lost, stolen or held at the carrier’s depot.
If this happens, please contact us via the contact form as soon as possible so we can open a claim and find the best solution (investigation, reshipment or refund).
Returns & Procedure
To return a product, please visit our dedicated returns page and follow the instructions.
If you can’t find your order confirmation email, please contact us via the form and provide as much information as possible (order number, name, etc.). We’ll find your order in our system and resend the confirmation email.
No worries, you can return the bag in the torn packaging or in any other protective plastic wrapping. Our warehouse will replace it and/or add new tags before restocking the product.
We do not offer direct exchanges. To exchange an item, you will need to return it at your own expense for a refund (following the same procedure as a withdrawal) and then place a new order.
Once your parcel is received at our warehouse, we do our best to process returned items, inspect them, restock them, and issue the refund promptly. Please note that the process can take up to 30 days.
An order is confirmed on our side as soon as your bank validates the payment (3D Secure). You’ll automatically receive a confirmation email with your order number and invoice.
If you haven’t received it, first check your spam folder. If it’s still not there, the email address you entered may be incorrect (typo). In that case, contact us so we can check your order status together.
Although the law allows you to withdraw from your purchase within 14 days, it’s important to understand that this “change of mind” has a real logistical and environmental cost.
By charging for returns, we aim to encourage more thoughtful purchasing decisions and help reduce unnecessary shipments.
Please note that we already cover preparation and shipping costs on orders over €90 (costs that are not reimbursed to us in case of withdrawal), as well as restocking fees charged by our warehouse.
Warranty & Repairs
Under the legal warranty of conformity, you have two years to request the repair (as a priority), replacement or refund (under certain conditions) of a defective product.
However, based on several years of experience and our very low return rate, we’ve decided to extend our warranty to 10 years.
This covers manufacturing defects, imperfections, or abnormal wear of a component.
What’s not covered? Poor care, stains, broken zippers after two years (because they’ve been forced a bit too much!), torn straps (because the shoulder straps weren’t properly stored), or holes caused by overly greedy rabbits (yes, it happened!).
That said, we’ll always do our best to find a repair solution. In most cases, we’ll even cover part of the cost — because we truly believe in repairing, no matter what.
We do our very best to ensure that every product we put on the market is as durable as possible, but no one is ever completely immune to a defect.
If you notice a quality issue, a conformity problem, or abnormal wear, don’t wait to contact us under the warranty.
To do so, please fill out the after-sales service request form.
Yes! In fact, we think about repairability from the very beginning of the design process — because a product is only truly durable if it can be easily repaired.
There may be a defect that we’ll fix at our expense under warranty. Or it might simply be life happening (a tear, a cut strap, a damaged zipper, a broken buckle…). In that case, we can help you get it repaired.
We’ll request a quote from our partner repair workshops. And to encourage you to repair your bag — even outside of warranty — we sometimes cover part of the repair costs when they’re too high.
We work with several repair workshops based in France (GreenWolf in Annecy and GoodLoop in Lyon), and we’re developing partnerships in Germany, Switzerland, and soon in other countries closer to you.
Please allow at least 3 weeks (excluding shipping), depending on the time of year, although it can sometimes be much faster.
Yes! If you feel confident repairing your bag or if you know a great tailor or cobbler, we can send you spare parts (buckles, straps, etc.).
To do so, please contact us via the form so we can guide you through the process.
If you notice that the Velcro on your ANNECY bike bag (formerly MINI-SQUAMISH) or your POW bike tote bag isn’t holding as well as it used to, first make sure it’s clean.
After several months or years of use, dirt and debris can get trapped in the Velcro “hooks.” In that case, gently brush them with a fine comb or remove any residue using tweezers.
If the bag still doesn’t hold properly after cleaning, the Velcro may be defective or wearing out too quickly (which can happen). In that case, don’t wait to contact us and submit an after-sales service request.
We’ll offer a repair solution, replacement, or refund (under certain conditions).
On the first versions of the MINI-SQUAMISH and SQUAMISH backpacks, the removable chest strap could sometimes get lost if the buckle wasn’t properly secured.
Since then, we’ve improved the design (with a wider buckle) and made it available as a spare part on our website for only €5.
It fits all MeroMero backpacks (except POPOYO).
We did encounter an issue with a small batch of MINI-SQUAMISH and some SQUAMISH V1 backpacks. While trying to reinforce the stitching on the strap, the needle unintentionally weakened the leather.
This defect has since been identified and corrected.
The good news is: it’s perfectly repairable! If this happens to you, don’t wait to submit a repair request — we’ll cover it in full under warranty.
Product Care
Simply brush the stain with lukewarm water and Marseille soap.
For tougher stains such as grease, oil, wine, grass, etc., ox gall soap works best. Wet the soap, brush directly onto the stain, then rinse with clean water. It works like magic!
It depends on the product. We strongly advise against machine washing your Clem&Léon with leather logo (S00101). The patch and straps may bleed onto the light grey cotton.
For later versions, Clem&Léon V2 (S00102), as well as the other backpacks and accessories in the range , the leather will not bleed, but it may be altered (for example, slight color fading).
Machine washing should therefore remain exceptional, at 30°C MAX, and air dry only, in the shade, upside down to allow proper draining. The best option remains regular care: brush with lukewarm water and Marseille soap (or ox gall soap) as soon as a stain appears.
If you’re unsure, don’t hesitate to contact us, care instructions often depend on the specific item.
The removable Tencel lining can be machine washed at 60°C.
For stains on the rest of the mat, clean it by hand first (Marseille soap or ox gall soap).
If you really need to machine wash it (we know what life with a baby can be 😅), do not exceed 30°C.
For hot drinks: you can head out with peace of mind. In our test (boiling water at 100°C in a glass bottle, room temperature 28°C), the water returned to room temperature after 5 hours.
We estimate a comfortable heat retention of around 2 hours.
For cold items: testing with yogurt suggests about 1 hour of cooling time.
For longer periods, we recommend adding a small ice pack.
Performance may vary depending on outside temperature, container type, and starting liquid temperature.
Here are the dimensions of all padded laptop compartments:
- SQUAMISH & SQUAMISH POCKET: 30 x 40 cm
- ANNECY & ANNECY POCKET: 25 x 35 cm
- WANAKA & WANAKA POCKET: 25 x 35 cm
- NORREBRO: 22 x 31 cm
- POPOYO: 27 x 21 cm
- POW: 27 x 34 cm
- MEIJE: 25 x 37 cm
- PAQUIER: 22 x 31 cm
Please check your device dimensions to make sure it fits.
The Velcro attachment system fits almost all rear bike racks.
To check:
- 8 cm between the two Velcro straps
- each Velcro measures 5 cm wide and 16 cm long
There are 16 cm between the two rear buckles.
The straps are 15 mm wide.
No, they are water-resistant, which is different.
All our bags and accessories are made from 100% recycled 1000D nylon, with:
- a PU (polyurethane) coating on the inside
- a PFC-free DWR water-repellent treatment on the outside
The fabric is rated between 1000 and 2000 Schmerber, meaning it can withstand a 2-meter water column. In practical terms, this corresponds to about 1 hour of normal rainfall.
Over time, water resistance naturally decreases. You can reproof the fabric using a suitable spray such as Nikwax or NST.
Yes. For more intensive use, especially for the ANNECY mounted on a bike, we developed a rain cover that fully protects the bag like a waterproof sock.
Rain covers are available as separate accessories for:
- ANNECY
- PIHA waist bags
- WANAKA backpacks
- SQUAMISH roll-top backpacks
Yes, on most long-haul flights, where size restrictions tend to be more flexible.
However, for short-haul or low-cost airlines, the SMÖGEN is usually too large for cabin use.
Yes. With its dimensions of 32 x 50 x 25 cm and flexible structure, the MINI-SMÖGEN is accepted by most airlines, including low-cost carriers.
That said, we always recommend checking your airline’s size restrictions before traveling.
With dimensions of 38 x 50 x 20 cm and a flexible design, the SQUAMISH is accepted by most airlines.
As always, please verify your airline’s specific requirements, especially with low-cost carriers.
The Brand
MeroMero is a French brand born in Annecy, between lake and mountains, where Hélène, the founder, has been based since 2009.
When she launched the brand in 2016, Hélène met Quentin (Digital Manager) in a business incubator. Susi also lived in Annecy for a while but has since moved back to Germany.
Over the years, Hélène has surrounded herself with freelancers, all based in Annecy or nearby: Daphné, Aleks, Claire, Emilie, Mel…
“Mero” means “simple”, “pure” and “authentic” in Spanish and Italian, just like the products we design.
The expression “el mero mero”, commonly used in Mexico, refers to a “big boss” or a respected figure, someone people naturally look up to.
Later on, our Japanese partner told us that in Japan, “mero mero” describes that feeling of love at first sight, a sudden, intense connection. Honestly, we couldn’t have come up with a better story ourselves.
There’s also a more personal side to the name. “Chef” was the nickname the founder’s son gave to his comfort toy, his own “MeroMero” among all the others. We simply dropped the “El” to keep things open and universal.
One last thing. Pronounce it the French way, no rolling the “R”s.
Our office is located in Annecy, at the Papeteries – Image Factory business incubator.
We share our space with independent photographers and videographers we regularly collaborate with.
Please note: this is a showroom only, we do not sell products on site.
If you’d like to stop by to say hello or grab a coffee, feel free to knock on the door!
Hélène, the founder, chooses to work exclusively with freelancers, each specialized in a specific field.
For now, the Dream Team is complete, but things can evolve, freelancers move on (that’s the nature of it)… So feel free to contact us via the contact form to introduce yourself and your skills.
A little tip: make us dream!
Our very first bag was called CLEM&LEON, inspired by the chameleon, a symbol of adaptability. It was also (and most importantly) a nod to Clémence and Léon, two children who directly inspired this first product and marked the beginning of the MeroMero adventure in 2016.
As for the other products: SQUAMISH, ANNECY, WANAKA, SMÖGEN, NORREBRO, PIHA, HOIAN, YALETOWN, PAQUIER, SEMNOZ, POPOYO, TORQUAY, ARAVIS… they are all places, cities or neighborhoods that left a mark on us during our travels.
The Lark straps are named after the English word for “lark” (a small bird), referencing the “lark’s head knot” used to attach them.
If you have suggestions of places you’ve loved, feel free to share them with us!
“Active parents” are those who don’t stop living when a child arrives, quite the opposite.
They work, yes. But they also move, travel, explore and continue discovering the world with their children. They need solutions that fit their active lifestyle, but also their style and their values.
Being a parent means having the opportunity to pass on values and influence future generations. At MeroMero, we primarily address these active parents looking for products that adapt to their daily lives, whether they are with or without their children.
And just to reassure you: you absolutely don’t need to have kids to use our products. We believe products should adapt to us, not the other way around.
Of course not, and that’s exactly the point.
We design products that meet the needs and expectations of parents, but also of everyone else.
Our bags should never look like diaper bags, even if they are designed to function as such. When we develop a bag, we always think about “child-free” uses too: city life, cycling, travel, photography…
Our bags are made to live multiple lives and last as long as possible.
We collaborate with ambassadors who genuinely share MeroMero’s DNA and values.
More than the number of followers, what matters to us is a love for adventure, exploring alone, with friends or with family, whether on the other side of the world (easy on the flights though!) or in your own backyard.
We’re sensitive to storytelling, and to the quality of photo and video content.
And of course, shared values matter: respect for nature, commitment to more responsible consumption, and a deep love for the outdoors.
We’re always curious to discover inspiring new profiles.
If the MeroMero universe resonates with you, feel free to contact us via the contact form or reach out directly on Instagram to say hello, we’d love to hear your story.
Production & Certifications
All our products are eco-designed in France, more precisely in our office in Annecy.
We are fortunate to be based in a very dynamic area where many outdoor companies are also located.
We are members of Outdoor Sports Valley (OSV), a network that brings together outdoor industry companies from the Auvergne-Rhône-Alpes region.
For production, we work almost daily with our partner in Vietnam. We rely heavily on video calls, emails and especially WhatsApp to develop prototypes and prepare production. Once a year, we travel on site to finalize prototypes, develop new products and/or monitor production.
After producing exclusively in France and Europe for our first collection (2016), we decided at the end of 2018 to work with a Japanese partner based in Vietnam.
It was the only solution we found to continue offering technical, durable products at a fair and accessible price.
Our bags and accessories are therefore manufactured by a Japanese-owned factory located north of Ho Chi Minh City, in southern Vietnam. We chose this partner because they specialise in technical products: paragliding wings and harnesses, climbing harnesses, camping furniture and backpacks.
You can read more on our “Responsible Manufacturing” page.
The factory we have been working with since 2018 is certified:
- ISO 9001 (quality management)
- ISO 14001 (environmental management)
They are also WRAP (Worldwide Responsible Accredited Production) certified. This annual audit program is one of the most comprehensive environmental, social and ethical certification systems worldwide.
In addition, most of our suppliers are Bluesign-certified (fabrics, buckles, etc.).
It’s difficult to say that 100% of the materials used in our bags are eco-responsible (and what exactly does “eco-responsible” mean anyway?).
What we can say is that whenever we select a new fabric, buckle, leather, or label, we always ask — at equivalent technical performance — for the most responsible solution available.
That means materials that are:
- REACH compliant (mandatory for import into Europe)
- Durable (in terms of quality and longevity)
- Recycled when possible
- Certified (Bluesign®, Oeko-Tex®, GRS®, etc.)
If the responsible option fits within our budget, we don’t even ask for the price of the conventional alternative. If it doesn’t (which still happens, although less and less), we make compromises. But at every product update, we try to move toward recycled and/or Bluesign®-certified solutions.
Today:
- The main fabric is 100% recycled nylon, Bluesign® certified, with a PFC-free water-repellent treatment (1000D nylon or Cordura®).
- Linings are made from 100% recycled nylon.
- Leather comes from a tannery certified GOLD by the Leather Working Group (LWG).
- Buckles are made from recyclable aluminum.
Although heavier and more expensive, we are gradually switching to 100% recycled foams for padding and reinforcements.
The REACH regulation is enforced by the European Union to protect human health and the environment from risks linked to chemical substances. All components in our products are REACH certified, meaning they have been tested and registered with the European Chemicals Agency (ECHA) to ensure they are completely safe.
If you want to learn more, you can visit the official REACH website.
Bluesign® is an independent Swiss certification system that has existed for over 20 years.
It is a holistic approach that monitors the manufacturing processes of raw materials and finished products, particularly regarding chemical substances.
Bluesign® guarantees a high level of assurance in terms of resource use and environmental and human impact. It is based on five principles:
- Consumer safety
- Air emissions
- Water emissions
- Occupational health and safety
- Resource productivity
There are different certification levels:
- “Bluesign® approved fabric” or “Bluesign® approved accessories” certify individual materials or components.
- “Bluesign® Product” certifies the entire product.
To reach this level, 90% of fabrics and 30% of accessories must be Bluesign® certified. This is what we aim to achieve for our future products.
OEKO-TEX® is an independent German certification that guarantees textiles are safe for people and the environment, meaning they contain little to no harmful substances for health, skin, and the environment.
We prioritise working with Oeko-Tex® certified suppliers to ensure the safest and most responsible products possible (textiles, leather, zippers, etc.).
Most of our fabrics are Class I certified, meaning they are safe for babies’ sensitive skin.
The GOLD certification is the highest rating awarded by the Leather Working Group (LWG), a multi-stakeholder organization including leather industry representatives, NGOs and independent certification bodies.
It guarantees environmental and social responsibility in leather production, evaluating:
- Water management
- Waste management
- Energy consumption
- Air quality
- Social commitment
We work with ISA TanTec, a tannery in Vietnam located about two hours from our factory, which has been awarded the GOLD certification by the LWG.
We have thought about this question for a long time.
True to our philosophy, we always prioritize durability and aesthetics. Genuine leather remains a natural, strong material, ideal for straps and zipper pulls, provided it is processed under respectful conditions for animals, people and the environment.
That’s why we work with ISA TanTec, located just two hours from our factory and certified GOLD by the Leather Working Group. The leather we use is also Oeko-Tex® certified.
We prefer using a natural, responsibly processed material rather than “fake leather” made from petroleum-based plastics (which is often the case).
There are increasingly more plant-based alternatives available, but we have not yet found a solution that matches the look, feel and durability of cow leather straps.
However, when leather is not necessary, we simply don’t use it. We replace it with recycled nylon zipper pulls, nylon straps, and other alternatives.