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Refund policy

If you find that your item doesn't fit as expected, we are more than happy to facilitate an exchange or issue a refund as long as the following conditions are met:

  • Items must be shipped out within 14 calendar days from the date you receive your order, as evidenced by the courier's tracking information.
  • Returned items must be in their original form (not worn, altered, or washed) and have all original tags/labels attached.

NON-RETURNABLE & NON-EXCHANGEABLE ITEMS

Double-check that the items you wish to return do not fall under this list. 

  • Eyewear
  • E-Gift cards
  • Jewelry
  • Lingerie sets (including women's shapewear)
  • Swimwear (bikini bottoms, bikini sets, and one-piece swimsuits)
  • Custom-sized dresses

    Please note that there may be slight variations in color shades between different production runs of our products. Additionally, please keep in mind that some of our photographs are taken using film, and lighting conditions can affect how colors appear in the images. Therefore, the actual color of the fabric may differ slightly from what you see in the pictures.

     RETURN PROCESS

      1. Email support@mermaidway.com, including your full name, order number, and product photo(s).
      2. We will review your order and send an email to update you on whether the request has been approved or denied.
      3. Follow the instructions and ship your item(s) to the return address we provide in our reply.
      4. You must provide a valid tracking number with the name of your chosen shipping carrier. Our warehouse will not accept any return packages without this information. You will be responsible for your shipping costs for returning your items. Shipping costs are non-refundable. You may request a prepaid return label from us for your convenience. However, please note that a $12 return shipping fee will be deducted from your refund or store credit. This fee covers the cost of return shipping and processing.
      5. As soon as your return has been processed at our warehouse, your refund will be processed, and a credit will automatically be applied to your credit card or the original payment method within 2-4 business days.

    * Attention: Please DO NOT return any parcels to the address specified on the package as it is NOT the correct address for returns. If you wish to return an item, please contact our Customer Support first for instructions. Any goods returned without notice to our Customer Support WILL NOT be accepted.

    Please note: Orders cannot be canceled after checkout.

    DAMAGED ITEMS

    • If you have received a defective item, please email support@mermaidway.com within 3 days to inform us of the issue. If we are not notified within three days of receiving the item, it will no longer qualify for a return or replacement. You must include a photo of the damage/defect with your email.
    • We are not responsible for damages to clothing caused by improper care or handling.

    LATE OR MISSING REFUNDS (if applicable)  

    If you haven't received a refund yet, please follow these steps:

    1. Check your bank account again to make sure you haven't missed anything.
    2. Contact your credit card company as it may take some time before your refund is officially posted.
    3. Next, contact your bank as there is often a processing time before a refund is posted.
    4. If you have done all of this and still have not received your refund, please contact us at support@mermaidway.com. We'll be happy to help you.

    Gift Cards and Store Credits are non-refundable and cannot be exchanged for cash or used to purchase additional gift cards. Orders that were paid with a gift card or a store credit can be refunded as store credit only and cannot be refunded to a credit card or PayPal account.