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FAQs

What payment methods are accepted? 

We accept payment by Visa, Mastercard, American Express, ApplePay, GooglePay, ShopifyPay or Paypal. 

How do I make a purchase? 

To make a purchase through Mermaid Capsule online store, simply select the relevant product, including size if relevant and click 'Add to Cart.'

The cart icon on the top right screen will update to display the product selected. You can elect to complete your purchase, by clicking this icon and proceeding to the checkout by clicking 'Checkout', or continue shopping to add more items to your cart. 

Once you proceed to 'Checkout', there are simple prompts to guide you through the purchase process. You will be required to enter both your Shipping & Payment information and agree to the terms and conditions of our online store. If you have any issues or require further guidance with this process, please contact our customer service team.

What is a pre-order?

Pre-Order allows you to secure your purchase, ahead of the piece being available for delivery. Full payment is required and notification of shipment will be delivered to your email account once dispatched. 

How do I use my gift voucher or coupon code?

For both coupon codes and gift vouchers, these need to be entered at the checkout page (the third step labelled 'discount code'). For any gift vouchers please enter in the box GIFT VOUCHER CODE and for any coupon codes, please enter in the box COUPON CODE.

Please note that you can't use multiple codes in one transaction. Your discount will then be applied at the final stage of the checkout.

 What is your jewelry made of? 

Our jewelry is made of plated brass or sterling silver and all stones are cubic zirconia. We offer 3 platings: 18ct rose gold, 14ct gold and rhodium. Some pieces are also available in gunmetal plating or 24k gold plating. All earring posts are sterling silver. All our jewelry is nickel free. 

How do I care for my Mermaid Capsule Jewelry?

We recommend storing your costume jewelry in original boxes and pouches or alternatively in zip plastic bag. Avoid wearing your jewelry in the shower, pool, gym or spraying it with scents or cosmetics so that they are kept away from liquids.  Click here for further advice.

Can I ship my order to an international location? 

Yep! We ship worldwide.

Can I pay in my own currency? 

We provide the ability to view our online store in your preferred currency, for ease of conversion, however all transactions settle in Great British Pounds (GBP). 

Will I be charged sales tax on my purchase? 

All prices are displayed inclusive of GST (10% tax). International orders are exempt from this tax, which is removed from the order subtotal after shipping information is entered at the checkout. 

How will I know if you have received my order? 

After your order is placed, you will receive a notification to your email account that your order has been received. Please note, your order is not confirmed until payment has been received & items prepared for dispatch, at which point a notification to your email account regarding the shipment information will be sent. 

When will I receive my order? 

Orders within the United Kingdom are sent with First Class Royal Mail and will be received within 1-4 business days for U.K. metropolitan areas, and 3-10 business days for rural areas. International orders will be received within 8-19 business days. 

What is your return policy? 

Mermaid Capsule accepts the return of unworn and unused items in their original condition within 12 days of order receipt, for exchange or refund. Earrings are final sale and cannot be returned. 

If a faulty item is received, please contact our customer care service team to arrange return. If the item is deemed to have a manufacturing fault, a replacement will be issued. A refund will be issued if we cannot replace the item. 

Do I cover the shipping fees in the return process? 

Mermaid Capsule is not responsible for return shipping costs nor duty reimbursement in the case of international purchases (other than faulty items) for the exchange of change of mind items.

Do I have to pay import and duty charges? 

Import and duty charges are not included in your purchase and are the responsibility of the customer. For further information around expected duty and taxes when importing to your country, please visit your relevant customs website.  

 How do I contact customer care? 

You can reach our customer care service team on email Info@mermaidcapsule.com

 

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