Refund policy

PLEASE NOTE ALL SALES ARE FINAL


If there is an issue with your order please contact us immediately so we can assist, we do our absolute best to resolve any issues. 

We’ve partnered with Navidium —a package protection solution—to give our customers the best possible delivery experience. Navidium provides low-cost shipping protection to protect your package in the event that it gets lost, stolen, or damaged while in transit.  Navidium is a PAID service that you must purchase at the time you place your order.  

IF YOU DID NOT PURCHASE NAVIDIUM PROTECTION >>> We will do our best to assist with your claim with the shipping carrier but please understand our remedy options are limited and the shipping carrier claims are difficult to process, which is why we use a 3rd party insurance option. 

Any errors caused by us such as we sent you the wrong items we will make it right as quickly as we can. Please note you will be required to ship the incorrect item back to us at our expense and we will send you the correct items once received. 

Damages and issues
Please inspect your order upon arrival and contact us immediately if the item is defective, damaged or if you received the wrong item, so that we can evaluate the issue. We cannot provide refunds for items damaged, lost or stolen during transit if Navidium insurance was not purchased but we will do what we can to assist with your claim to the shipping carrier. 

Refunds and Exchanges:  To be eligible for an exchange, you must first show proof of incorrect item (send us a picture) and return to us via mail. Upon receipt of incorrect product we will ship a replacement, if item is not available, we will refund the full purchase price including shipping.

To start a return, you can contact us at hello@mermaidsandmocha.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.