If you find your item isn't fitting quite right, we are more than happy to do an exchange or issue a refund if the following is met:

  • Items must be shipped out within 10 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, washed) and have all original tags/labels attached
  • You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
  • You must provide the tracking number with the name of your chosen shipping carrier. Our warehouse will not accept any return parcels without the information.
  • Once your return has been received and inspected, we'll email you to let you know when the refund has been issued.


Kindly 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 and body shapers)
  • Swimwear (bikini bottoms, bikini sets and one-piece swimsuits)


Send an email to support@mermaidway.com with clear photos of the fault(s) and include your order number in the subject line. We will get back to you within 24 hours. 

Please note... All color shades can slightly differ in each production run. We also shoot a lot of our photography on film, therefore lighting may have an effect on the color(s) in the photos and the fabric color may appear slightly different in real life.


    1. Email support@mermaidway.com including your full name and order number. Attach photo(s) in the email if you have received a defective item or wrong color/style/size.
    2. We will review your return item(s) and send an email to update you on whether the request has been approved or denied.
    3. Return Authorizations Number will be issued if your return is approved. 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.
    5. As soon as your return has been processed at our warehouse, we will send you an email on whether your returned item(s) are approved or denied. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.


* Attention: Please, do not return the parcel post to the address specified on a parcel, it is NOT the address for return. If you sent goods without notice of Support Service, such goods are not accepted. 


LATE OR MISSING REFUNDS (if applicable)  

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at support@mermaidway.com