Refund policy

RETURNS/CANCELLATION & EXCHANGES FOR BEAUTY PRODUCTS

We do not accept returns or exchanges unless the item you purchased is damaged. If you receive a damaged item, please contact us at amy@thesoakingmermaid with details of the product and the damage within 10 days of delivery. 

We will notify you via e-mail, within a reasonable period of time, whether you are entitled to a replacement as a result of the damage. If you are entitled to a replacement, we will replace the product the purchase price, using the original method of payment. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

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 return on gift cards. 
You can always contact us with any questions at amy@thesoakingmermaid.com.

CAN I CANCEL OR CHANGE MY ORDER?

We try to start production of all orders as soon as possible. Depending on when your order was placed, cancellation may be possible if production has not yet begun.

 Please contact our support team to check if changes or cancellations are possible, and give the reason you wish to cancel.

MY ITEM IS DAMAGED/INCORRECT, WHAT DO I DO?

Please contact our support team for any items that arrived damaged, defective, or wrong item arrived, including a photo of the item.

 We'll arrange for a replacement item to be sent to you as soon as possible. Please do not return items to us without authorization from support first.

Please note, personalized items may be subject to a deduction from the refund amount as they cannot be restocked. Shipping and insurance are non-refundable.

 MY ITEM LOOKS DIFFERENT FROM THE ONLINE LISTING

This is a very rare occurrence. We make every effort to accurately represent all designs and products, though some listings make use of life-like renderings instead of photos to show how the item will look. 

It's possible you may have an item that is showing a defect, please take a few photos and send them to our support team for review, along with your order ID.