*COVID 19 UPDATE – EFFECTIVE FROM 24/03/2020 – TBC*
Due to the current covid 19′ pandemic we are living with we have reviewed and extended our returns policy to offer our UK customers a store credit if an item is received after our standard 14 day policy up to 28 days from receipt of delivery. This has also been extended for our EU/ international customers and any returns received after our 30 day policy up to 40 days will also receive a store credit with us.
When placing and fulfilling an order through our website it constitutes as an acknowledgment to the below information.
- We refund all full priced items – excluding earrings, hats, made to order items and swimwear if the hygiene seal has been broken or removed.
- Final Sale Items cannot be returned for a refund or exchange, unless the item received is faulty or your order was fulfilled incorrectly
- Items must be received back to us posted within 14 days of receiving your order. Any items received after this timeframe may be denied.
- Items must be returned in their original condition.
- Once Mermaids has received your returned package, all returned items will be inspected before a refund or store credit is issued.
***Mermaids Swimwear LTD reserves the right to deny a return if items are returned used, soiled, worn or damaged in any way or have any form of excessive hair, perfumes or scents on the fabric. These soiled or damaged items will be returned to sender. You will be notified via email if your returned item is not suitable for a refund.
A Returns Sheet is included with your order and contains instructions on how to return an item with us.
Return Shipping is at the cost of the customer and is non-refundable.
Please return all items to the address below:
MERMAIDS SWIMWEAR RETURNS
55A HIGH ST, BILLERICAY
Please note that the goods are your responsibility until they are returned to us at Mermaids Swimwear and we will not issue a refund on item/s that are not received or are lost in transit.
***We recommend returning items through traceable mail service and request customers ask for proof of postage at the time of posting returned items.
*We DO NOT accept hand delivered returns to the above address under any circumstances. This is our returns address only and not our store. Online purchased returns are processed via our online team only.
Due to our products frequently selling out, we cannot process an exchange for you. If you do require a replacement size, colour or alternative item/s you are required to place a new item whilst that item is in stock.
Please note, As a service is provided on all of our made-to-order items – we accept no returns on these garments (unless eligible under our faulty order, incorrect order and T&Cs). All of these designs are produced via a made to order service, with each garment being sewn in-house upon the customer’s request. We recommend all customers to check their order is correct before finalising, as the customer is liable for each selection made on their order.
We are truly sorry if you have received a damaged or incorrect item from us. In the unlikely event this has happened, please notify us immediately (within 48hours of receiving the item) to our customer care team at firstname.lastname@example.org and provide your order number and fault or incorrect item. We will send you the correct item upon receipt of proof that you have sent back the wrong or faulty item.
Please note: If the item is sent back to us without prior email contact, we will not be able to accept this back.
Please allow 2-5 business days for a refund to be processed from the date that the returned item is received by Mermaids Swimwear. (Please allow up to 7 business days during peak periods). You will be notified once the transaction has been processed via the email address that the order was placed with. Refunds will be issued to the card or PayPal account that the payment had originally come from.
***Please note if there may be an issue with your original payment type, you must notify our customer care team prior to making your return at email@example.com in order to organise alternative refund arrangements. Any issues that may arise with refunds to the original account due to Mermaids Swimwear not being notified are completely out of our control and Mermaids Swimwear will not be held accountable.