What is our return policy?
Mermaid Capsule accepts the return of unworn and unused items in their original condition within 12 days of order receipt for exchange, store credit or refund. Earrings are final sale and cannot be returned (unless faulty) for hygiene reasons.
To be eligible for a store credit, exchange or refund you must first email us within 12 days of receiving the products at email@example.com with pictures of the damaged items, then return the damaged item to us. Upon the receipt of the damaged item we will ship out a replacement, if available. If a replacement is not available, we will either issue a store credit or refund the full purchase price of your item.
Do we 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.
Lost or Stolen Packages?
Mermaid Capsule is not responsible for lost or stolen packages confirmed to be delivered to the address entered for an order. Upon inquiry, Mermaid Capsule will confirm the delivery to the address provided, date of delivery, tracking information and shipping carrier information for the customer to investigate.
NON QUALIFYING PRODUCTS (For Returns)
- Earrings are non-exchangeable/non-refundable for hygiene reasons, unless the items are faulty at delivery. This does not include ear cuffs, all ear cuffs are returnable (not ear crawlers).
- Any engraved or custom ordered items are also non-exchangable/non-refundable.
- We cannot offer exchange or return for items which have been worn; if there are any signs of wear, we would not be able to accept the return.
- Discounted items purchased including our flash/sample sales/limited time promotions.
- Promotional materials are non-refundable. If you are returning a product that comes with a promotional item, you must return both the purchase and promotional item. Otherwise the value of the promotional item will be deducted when issuing your refund.
To return your product, you must email us within 12 days of receiving your purchase. Once you receive a return agreement confirmation we will send you further info for return shipping.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.