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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 return 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
  • Items from "Final Sale" collection

    Please note that slight variations in color shades may occur between different production runs of our products. Additionally, lighting conditions during photoshoots can affect how colors appear in images, so the actual fabric color may differ slightly from what is shown.

     RETURN PROCESS

      1. Email support@mermaidway.com, including your full name, order number, and product photo(s).
      2. We will review your order and notify you via email within 48 hours whether your request has been approved or denied based on our policy.
      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 the shipping costs for returning the items. All shipping costs are non-refundable. You may request a prepaid return label from us for your convenience. However, a $10 return shipping fee will be deducted from your store credit. This fee covers the cost of the return shipping label.
      5. Once your return is processed at our warehouse (typically within 3–7 days from the date it is received), we will immediately issue a refund in the form of store credit, which will be sent to the email address associated with your order. Refunds are only provided as store credit (Mermaid Way e-gift card).

    * Attention: Please DO NOT return any parcels to the address listed on the package, as it is NOT the correct address for returns. To return an item, please contact our Customer Support team for further instructions. Any goods returned without prior notice to Customer Support WILL NOT be accepted.

    ORDER CANCELLATION

    Once an order is placed and checkout is complete, it cannot be canceled under any circumstances, including accidental orders. Please review your order carefully before placing it, as we are unable to make any changes once the order has been processed. By completing your purchase, you acknowledge and agree to comply with these terms.

    DAMAGED ITEMS

    • If you have received a defective item, please email support@mermaidway.com within 3 days of delivery to report the issue. If we are not notified within this timeframe, the item will no longer be eligible for a return or replacement. You must include a photo of the damage or defect, as well as a photo of the original packaging with the shipping label visible.
    • We are not responsible for damages to clothing caused by improper care or handling.

    Gift Cards and Store Credits are non-refundable and cannot be exchanged for cash or used to purchase additional gift cards. Orders 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.