FREQUENTLY ASKED QUESTIONS

I just placed my order. I need to change something/add something to it. Can I do that?

Unfortunately, we cannot make any adjustments to an order once it has been placed. Please place a new order with the correct item(s) and then e-mail [email protected] immediately to request that your original order be cancelled. However, if the order has already been shipped, it cannot be cancelled. At this point, please follow the regular return process.

What is your Return, Exchange, and Refund Policy?

Please read our Return Policy here.

I received my order and want to return it. How do I do that?

Please visit our Returns & Exchanges information page.

I received my order and I want to exchange it. Can I do that?

Please visit our Returns & Exchanges information page.

Do I have to pay for shipping on my return?

Please visit our Returns & Exchanges information page.

Can I return anything?

Please visit our Returns & Exchanges information page.

Have you received my return item(s)?

As soon as your return item(s) have been received and checked in by the Mermaidful warehouse, you will be issued a refund (or store credit) and sent a confirmation e-mail. If you have not received this e-mail, then your return has not yet been checked in. If you believe your return package has been received and you have not yet been refunded or credited, please send an email to [email protected] so that we can get this sorted out for you.

I received my order and it is incorrect! What do I do?

Please e-mail [email protected] as soon as possible with your order number and an image or detailed description of the incorrect item(s) you received. After doing so, you will be provided with a pre-paid shipping label and return form to send back your incorrect item(s). A replacement order will be shipped to you immediately.

I received my order and an item is damaged! What do I do?

Please e-mail [email protected] as soon as possible with your order number and an image of the damaged item(s) which you received. After doing so, you will be provided with a pre-paid shipping label and return form to send back your incorrect item(s). A replacement order will be shipped to you immediately.

I'm unsure about a size. How can I get help?

Please e-mail [email protected] with any questions regarding sizing. We will be happy to answer all sizing questions as well as provide a size chart for you.

I'm in love with something that's out of stock. Are you restocking it?

Once an item sells out on Mermaidful.com, we rarely replenish stock. We also recommend that you sign up for the Mermaidful Newsletter to ensure that you are always informed when new merchandise is up on the site!

When will I receive my order?

Your order will be processed and shipped out within 5 days. You will be e-mailed shipping confirmation as well as a tracking number as soon as your order has been shipped.

Why was my order cancelled?

If your order is cancelled, you will be informed immediately. Your order was most likely cancelled because the item you ordered suddenly became out of stock and is no longer available. We promise these cases are rare. However, if an item in your order does become unavailable, you will contacted within 24-48 hours and your card will be refunded. If your order contains additional items, these items will still be shipped to you. Only the unavailable item will be removed from your order.

I have a store credit. How do I use it?

Store credits are issued via e-mail. When issued your credit, you will receive an email from [email protected] containing a code. Enter this code at checkout to redeem your credit. If you are unable to find your original store credit email, please email us at [email protected] and we would be happy to resend that information to you.

What payment methods do you accept?

At this time, Mermaidful.com accepts all credit cards and Paypal.

How long will it take to see my refund on my credit card?

Money will appear back in your account within 2 weeks.

Where can I track my order?

Please use the tracking number link we provide in your shipment confirmation e-mail to track your order.

How do I sign up for the newsletter?

Our newsletter signup is located on the bottom right of the website. Just click and enter your e-mail address!

Where do you ship? How long does it take?

All orders ship within 1-5 business days. You will receive an email with tracking information as soon as your order ships.

Do you ship outside the USA?

So sorry, we are only shipping within the USA. Thanks for your understanding, we hope to offer worldwide shipping soon!

I'm trying to find out the status of my order?

For an update on your order, you can follow the link in your order confirmation e-mail or shipping confirmation e-mail to track your shipment. If you placed an order and didn't receive an e-mail, first check your spam. Second, it's possible you entered your e-mail with a typo so you didn't get any confirmations. Just e-mail us at [email protected] and we can look it up for you and get you what you need. We reply fast!

Is Mermaidful available in any local shops?

Unfortunately, not at this time. We hope to expand soon!

Can I place a custom order, for a special color or size?

Absolutely! Please drop us a line at [email protected] and let us know what you are looking for so we can help.

My package was marked as 'Delivered' but I didn't get it.

If your package was marked as delivered but you can't find it, check with your local carrier using your tracking number to verify the correct delivery of your package and get any other extra information. If you are out of luck, contact us at [email protected] so we can help.

I wrote a comment/sent a message on social media/sent an e-mail and never heard back.

Uh-oh! Sorry about that. Customer service at Mermaidful is fast and full of love. If you haven't received a reply, please check your spam and then please e-mail [email protected] again. We are here for you!

The answer to my question is not here...

Just e-mail and ask! E-mail [email protected] - We check and respond to e-mail 7 days a week to provide quick, excellent customer service. :)