Your satisfaction is of the utmost importance to us.
If you order something from us and you don't absolutely love it out of the box, you can return almost any item to us within 30 days of delivery for a refund. For instructions on how to do this, and to find out about any exceptions, continue reading below.
DEFECTIVE OR DAMAGED ITEMS
If you received a defective or damaged product, we require that you notify us within 24hrs of receiving your product. We will need you to send us images the damages as we will need to verify that the item is indeed defective. Upon approval, we'll immediately send a replacement product.
Our return policy covers returns of products in new condition up to 5 days after delivery (excluding mermaid tails). As long as it's in new condition and is postmarked within 10 days after it was delivered to your shipping address, we'll take it back for a full refund back to your original payment method.
We do not cover returns for undamaged items.
Once we receive the product and review it's condition, we will process your refund.
Exchanges can only be made for select items. We do not accept exchanges on mermaid tails.
For items that have different prices, simply send your product back as a return and place a new order for the desired product online.
Because inventory changes quickly, and items can take several business days to process through our returns, we can't guarantee availability of desired exchange products. We recommend that you contact us and inquire about the availability of the product you want to receive in exchange.
- After you've contacted us and confirmed that your exchange is in stock, we will provide you with our shipping address.
- Please include a note indicating the product(s) you're returning, and the product(s) you'd like to receive in exchange.
- Once we receive the item in acceptable condition, we will ship the size/color/style you specified in exchange.
- Any refunds will go back to your original method of payment, and require a couple of business days before they reach your account.
We provide product photos to all of our clients throughout the tail creation process and send final photos for approval before shipping tails. We stand by our products and maintain that we create high quality custom tails. In the unlikely event that your tail does not fit you due to error on our part, we will accept your returned tail and will either create a new one or refund your money upon receiving the returned tail. We will not be held responsible for "a change of heart" and will not accept mermaid tails returns if they are not dysfunctional. If your tail was damaged during transit, please notify us immediately, we will accept damaged tail returns as long as we are notified of the damage within 24hrs of your tail being delivered. If your tail is damaged in transit, we will repair or replace your tail at no cost. However, because each mermaid tail is made to order, undamaged mermaid tails are non-refundable and cannot be returned.
We're here to help. If you ever need anything or have any questions, please feel free to contact us at firstname.lastname@example.org!