Refund policy

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 your shipping costs for returning your items. 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.

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

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.

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 affect the color(s) in the photos, and the fabric color may appear slightly different in real life.

 RETURN PROCESS

    1. Email support@mermaidway.com, including your full name, order number, and product photo(s).
    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. 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, your refund will be processed, and a credit will automatically be applied to your credit card or original payment method within a certain amount of days.

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

Please note: Orders can not be canceled after checkout.

LATE OR MISSING REFUNDS (if applicable)  

If you haven't received a refund, first recheck your bank account.

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 this and still have not received the refund, please contact us at support@mermaidway.com.