At Mermaid Lucia, many of our products are handmade, made-to-order, customized, or designed for personal wear. Please read the following policy carefully before placing your order.

1. Return Request Period

For eligible non-customized products, please contact us within 3 days after delivery if you wish to request a return or exchange.

The delivery date shown by the courier tracking record will be used to determine the return request period.

Items returned without prior approval may not be accepted.

2. Made-to-Order and Customized Products

Many Mermaid Lucia products are handmade or produced specifically for each order.

Once production has started, the following products are generally not eligible for cancellation, return, exchange, or refund for non-quality-related reasons:

  • Custom-sized products
  • Custom-colored products
  • Personalized or modified designs
  • Made-to-order products produced according to the customer's selected specifications
  • Products altered or specially produced according to customer requests

Please check all measurements, colors, styles, options, and order details carefully before confirming your purchase.

If you are unsure about sizing or customization, please contact us before ordering.

3. Eligible Returns for Non-Customized Products

A non-customized product may be eligible for return if:

  • You contact us within 3 days after delivery;
  • The item is unused, unworn, unwashed, and undamaged;
  • All original accessories, packaging, labels, and protective components remain intact;
  • The item has not been altered or modified;
  • The product is not marked as Final Sale, Clearance, Sample Sale, or otherwise non-returnable on the product page.

The customer is responsible for the return shipping cost for returns that are not caused by a confirmed product defect or seller error.

Original shipping charges, express shipping upgrades, customs duties, import taxes, and other delivery-related fees are not refundable unless otherwise required by applicable law.

4. Defective, Damaged, or Incorrect Products

If your item arrives damaged, defective, or significantly different from what you ordered, please contact us within 3 days after delivery.

Please provide:

  • Your order number;
  • Clear photos of the complete product;
  • Close-up photos showing the issue;
  • A short video when necessary to clearly demonstrate the problem.

We will review the evidence and determine the most appropriate solution based on the circumstances.

Depending on the issue, the solution may include:

  • Repair guidance;
  • Replacement parts;
  • Remaking or replacing the affected item;
  • Exchange;
  • Partial refund;
  • Refund where appropriate.

Please do not repair, alter, cut, glue, wash, or otherwise modify the product before contacting us, as this may affect our ability to assess the original condition.

5. Handmade Product Characteristics

Mermaid Lucia products are handcrafted, and minor differences may naturally occur between individual pieces.

The following are generally not considered manufacturing defects:

  • Minor color differences caused by lighting, screens, or handmade coloring;
  • Small variations in patterns, textures, decorations, bead placement, or handmade details;
  • Minor surface marks or small handcrafted irregularities that do not affect normal use;
  • Slight differences in softness, hardness, shape, or finishing caused by handmade production.

Each case will be reviewed according to the actual condition of the product.

6. Size and Fit

Customers are responsible for reviewing the size information provided on the product page before ordering.

For products available in standard sizes, please select the size according to the listed measurements.

For custom-sized products, customers must provide accurate measurements.

Returns or refunds cannot normally be accepted when:

  • The wrong standard size was selected by the customer;
  • Incorrect measurements were provided for a custom order;
  • The customer did not request custom sizing when the standard size was unsuitable.

If you are unsure about sizing, please contact us before placing the order.

7. Hygiene-Sensitive Products

For hygiene reasons, products designed to be worn directly against intimate areas or used as swimwear may have additional return restrictions.

Such products must remain completely unworn, unused, unwashed, and in their original condition to be considered for an eligible return.

Customized or made-to-order hygiene-sensitive products remain subject to the custom-order restrictions stated above.

8. Clearance and Final Sale Products

Products marked as:

  • Clearance;
  • Final Sale;
  • Sample Sale;
  • Display Sample;
  • One-Off Sample;

are not eligible for return or exchange unless there is a confirmed material defect that was not disclosed before purchase.

Minor cosmetic imperfections already described or shown on the product page are not considered undisclosed defects.

9. Return Shipping

All returns must be approved by Mermaid Lucia before being sent.

After approval, we will provide the appropriate return instructions and return address.

Customers must use a shipping service with a valid tracking number.

For returns that are not caused by a confirmed product defect or seller error, the customer is responsible for:

  • Return shipping costs;
  • Customs charges related to the return;
  • Any carrier fees associated with the return.

If a return package is lost and no valid tracking information is available, we may be unable to issue a refund.

10. Refunds

Once an approved return has been received, we will inspect the product.

If the return meets the applicable conditions, the refund will be processed using the original payment method where possible.

Refunds for eligible non-defective returns normally cover the eligible product value only. Original shipping charges, express delivery fees, customs duties, taxes, and return shipping costs are not refundable unless otherwise required by applicable law.

11. Shipping Delays

Production time and shipping time are separate.

Estimated production and transit times are provided as estimates and are not guaranteed delivery dates unless we have specifically confirmed a deadline in writing.

Courier delays, customs delays, weather disruptions, or other circumstances outside our reasonable control do not automatically make a made-to-order or customized product eligible for cancellation or refund.

If you need an order for a specific event or deadline, please contact us before ordering so that we can check whether the requested timeline is possible.

12. Incorrect Address, Failed Delivery, and Import Duties

Customers are responsible for providing a complete and accurate shipping address, recipient name, telephone number, and other information required for delivery.

Once a package has been dispatched, we may not be able to change or intercept the shipment.

Any address-change fees charged by the courier are the customer's responsibility.

Customers are also responsible for applicable import duties, taxes, customs charges, and carrier handling fees imposed by the destination country.

If a shipment is returned because the customer provided an incorrect address, refused delivery, failed to collect the package, or refused to pay applicable import charges, any additional shipping or return costs may be deducted from any amount otherwise refundable.

13. How to Request After-Sales Support

Please contact Mermaid Lucia customer service and include:

  • Order number;
  • Name used for the order;
  • Description of the issue;
  • Relevant photos and videos.

Please contact us before returning any product.

We will review the request and provide the appropriate next steps.

Nothing in this policy is intended to limit any consumer rights that cannot legally be excluded under applicable law.