Mermaid Lucia Refund, Return & Exchange Policy

Last updated: September 21, 2026

At Mermaid Lucia, many of our products are handcrafted, made to order, customized, or designed for personal wear. Because different products may have different production requirements and return eligibility, please review this policy carefully before placing your order.

Nothing in this policy is intended to exclude, restrict, or reduce any consumer rights that cannot legally be excluded under the laws applicable to your purchase.

1. Order Cancellation Within 24 Hours

If you change your mind after placing an order, please contact Mermaid Lucia as soon as possible.

As a customer-service courtesy, we normally allow an order cancellation request within 24 hours after the order is placed, provided that production, customization, or other irreversible work has not already started.

Where the cancellation is accepted under this voluntary 24-hour cancellation window, the eligible amount will normally be refunded to the original payment method.

We do not apply a fixed cancellation or processing percentage merely because an order is cancelled.

If applicable law provides you with additional cancellation rights, those statutory rights remain unaffected.

For customized or personalized products, once production has started, the cancellation rules in Section 2 below apply.

2. Customized and Personalized Products

Many Mermaid Lucia products may be produced according to customer-specific requirements.

Examples include:

• Custom sizing or measurements;
• Custom colors;
• Personalized designs;
• Modified designs or structures;
• Products made according to specifications supplied by the customer;
• Other items clearly identified before purchase as customized or personalized.

Once production has started, customized or personalized products are generally not eligible for cancellation, return, exchange, or refund for change-of-mind reasons, where permitted by applicable law.

Please carefully confirm all measurements, colors, styles, customization details, shipping information, and event deadlines before production begins.

If you are uncertain about sizing, customization, compatibility, or timing, please contact us before placing your order.

Important: A product being described as “made to order” does not by itself remove any statutory cancellation right that may apply. Where applicable law distinguishes between standard made-to-order goods and goods made specifically to a consumer's specifications or clearly personalized, the applicable legal rules will prevail.

3. Return or Exchange Requests After Delivery

Under Mermaid Lucia's voluntary return and exchange policy, if you need to request a return or exchange, please contact us within 3 days after the package is delivered.

The delivery date shown by the courier's tracking record will normally be used to determine the delivery date.

Please contact us before sending any item back so that we can review the request and provide the appropriate return instructions.

The 3-day notification period applies to our voluntary return and exchange procedure. If the law applicable to your purchase provides a longer statutory cancellation, return, rejection, or remedy period, that statutory period remains unaffected.

For example, qualifying UK distance-sale purchases of ordinary non-customized goods generally have a statutory cancellation period extending beyond three days.

4. Eligible Non-Customized Returns

Subject to applicable consumer law, a non-customized product may be eligible for a voluntary return if:

• You contact Mermaid Lucia within 3 days after delivery;
• The item is unused, unworn, unwashed, and undamaged;
• The item has not been used for a photoshoot, performance, swimming session, event, or other activity;
• All accessories, protective materials, labels, packaging, and included components remain intact;
• The item has not been cut, glued, repaired, altered, reshaped, modified, or otherwise changed;
• The item is not customized or personalized;
• The item is not excluded from return for hygiene or other lawful reasons;
• The item is not marked as Final Sale, Clearance, Sample Sale, Display Sample, or another applicable non-returnable category.

Approval of a voluntary return does not mean that the item has been determined to be defective.

5. Return Shipping for Non-Defective Returns

For an approved return that is not caused by a confirmed product defect, incorrect item, or seller error, the customer is responsible for arranging and paying for return shipping, where permitted by applicable law.

The returned parcel should be sent using a trackable shipping service.

The customer must provide Mermaid Lucia with a valid tracking number after dispatching the return.

We strongly recommend retaining the shipping receipt and proof of postage until the return and refund have been completed.

Any customs charges, carrier charges, import or export fees associated with a voluntary customer-responsibility return may also be the customer's responsibility where permitted by applicable law.

Where applicable consumer law requires Mermaid Lucia to reimburse standard outbound delivery charges or otherwise changes responsibility for return costs, the applicable law will prevail.

6. Inspection of Returned Products

After the returned product is received, Mermaid Lucia will inspect its condition before completing the eligible refund.

We will check, where relevant:

• Whether the correct item was returned;
• Whether all parts and accessories are present;
• Whether the product has been worn, used, washed, altered, repaired, or damaged;
• Whether there are stains, odors, cosmetics, body products, water damage, scratches, glue, cuts, tears, deformation, or other signs of use;
• Whether original packaging, protective materials, and applicable hygiene protections remain intact;
• Whether the returned item's condition is materially different from its condition when supplied.

We will process the eligible refund after inspection, subject to applicable statutory refund deadlines.

7. Diminished Value of Returned Goods

Mermaid Lucia does not automatically deduct a fixed 50% handling fee from returned products.

However, where permitted by applicable law, if a returned product has lost value because it was handled, worn, used, damaged, or altered beyond what was reasonably necessary to inspect it, an appropriate deduction reflecting the actual loss in value may be made.

The deduction, if any, will depend on the condition of the individual returned item rather than a predetermined percentage.

Under UK distance-selling rules, consumers may normally inspect goods in a manner comparable to what they could reasonably do in a shop, but excessive handling or use can affect the refundable amount.

8. Defective, Damaged, or Incorrect Products

If your item arrives damaged, defective, or materially different from the confirmed order, please contact Mermaid Lucia as soon as possible and preferably within 3 days after delivery so that we can investigate the issue promptly.

Please provide:

• Your order number;
• The customer's name;
• Clear photographs of the complete product;
• Close-up photographs of the affected area;
• Photographs of the packaging where relevant;
• A short video where necessary to demonstrate the issue.

Please do not cut, glue, repair, wash, reshape, alter, or otherwise modify the product before contacting us. Altering the product before assessment may make it more difficult to determine its original condition and the cause of the issue.

Depending on the circumstances and applicable consumer rights, possible solutions may include repair guidance, replacement components, remake, replacement, exchange, partial refund, or refund.

The request that customers contact us promptly or within 3 days is intended to allow faster investigation and does not remove statutory rights relating to faulty, damaged, misdescribed, or otherwise non-conforming goods.

For UK consumers, statutory remedies for faulty or misdescribed goods cannot be removed simply by imposing a shorter store notification period.

9. Return Shipping for Defective or Incorrect Products

If Mermaid Lucia confirms that the product is materially defective, damaged due to seller responsibility, or the wrong product was supplied, return-shipping responsibility will be handled in accordance with the circumstances and applicable consumer law.

Customers should not independently send an expensive international return before receiving return instructions from Mermaid Lucia.

Please contact us first so that we can determine the appropriate return, repair, replacement, or other solution.

10. Handmade Product Characteristics

Mermaid Lucia products are often handcrafted, and natural variations can occur between individual pieces.

The following are generally not considered manufacturing defects by themselves:

• Minor variations in handmade coloring;
• Small differences caused by lighting or screen settings;
• Slight variations in print or pattern placement;
• Minor differences in beads, decorations, textures, or handcrafted details;
• Small surface marks characteristic of handmade production;
• Slight differences in softness, hardness, shape, or finishing that do not materially affect normal use.

Each concern will be evaluated according to the actual product condition.

11. Size and Fit

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

For custom-sized products, the customer is responsible for providing accurate measurements.

A customized product will generally not qualify for a change-of-mind return or refund where the issue results from:

• Incorrect measurements supplied by the customer;
• Selection of the wrong standard size;
• Failure to request custom sizing where necessary;
• Incorrect customization information supplied by the customer.

If you are uncertain about sizing, please contact Mermaid Lucia before ordering.

12. Hygiene-Sensitive Products

Certain Mermaid Lucia products are swimwear, intimate apparel, or products designed to be worn directly against the body.

For hygiene reasons, additional return restrictions may apply where permitted by law.

Products that are returned under an applicable return right must satisfy any legally permitted hygiene conditions, including remaining unworn and unused and retaining applicable hygiene or protective seals where required.

This section does not affect rights relating to faulty or incorrectly supplied products.

13. Clearance, Final Sale, and Sample Products

Products clearly identified before purchase as:

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

may be excluded from Mermaid Lucia's voluntary change-of-mind return policy where permitted by applicable law.

This does not remove statutory rights relating to defects, misdescription, or other rights that cannot legally be excluded.

Minor imperfections specifically disclosed in the product description or photographs before purchase will not normally be treated as undisclosed defects.

14. Refund Amount

For an approved voluntary non-defective return, the eligible refund will normally relate to the refundable product value after any legally permitted deduction for actual diminished value.

Return shipping, premium express-shipping upgrades, customs duties, taxes, brokerage charges, and similar costs may not be refundable except where applicable law requires otherwise.

Where applicable law requires refund of the original standard delivery charge, Mermaid Lucia will comply with that requirement.

No automatic 5% or 50% processing fee applies under this policy.

15. Refund Processing

After an approved returned item has been received and inspected, Mermaid Lucia will process the eligible refund to the original payment method.

The time required for the funds to appear in the customer's account may depend on the bank, card issuer, PayPal, Shopify Payments, or other payment provider.

All refunds will be processed within the deadlines required by applicable law.

16. Production and Shipping Times

Production time and shipping time are separate.

Current general estimates are:

• Most mermaid tails: approximately 2–4 weeks production;
• Resin corsets and fabric tops/skirts: approximately 4–8 weeks production;
• Standard shipping: approximately 10–18 business days after dispatch;
• Express shipping: approximately 5–7 business days after dispatch.

A different production period stated on an individual product page takes priority for that product.

Production and shipping estimates are not guaranteed arrival dates unless Mermaid Lucia has specifically confirmed a deadline in writing.

Please contact us before ordering if your purchase is required for a wedding, performance, photoshoot, convention, holiday, or other specific date.

17. Shipping Delays

Courier transit estimates are not guaranteed delivery dates.

Customs processing, weather, public holidays, carrier disruption, remote destinations, or other circumstances outside Mermaid Lucia's reasonable control can affect transit time.

Such events do not automatically make a customized or personalized product eligible for cancellation or refund.

Any mandatory rights available under applicable consumer law remain unaffected.

18. Incorrect Address, Failed Delivery, and Import Charges

Customers are responsible for providing a complete and accurate:

• Recipient name;
• Shipping address;
• Postcode;
• Telephone number;
• Email address;
• Other delivery information required by the carrier.

Once an order has been dispatched, Mermaid Lucia cannot guarantee that an address can be changed or that a parcel can be intercepted.

International shipments may be subject to import duties, VAT, customs charges, brokerage fees, or carrier handling charges imposed by the destination country.

Where such charges are the customer's responsibility, refusing delivery or failing to pay applicable import charges may result in additional shipping, return, customs, or handling costs.

Where permitted by applicable law, those costs may be taken into account when calculating any amount otherwise refundable.

19. How to Request a Cancellation, Return, Exchange, or After-Sales Support

Please contact:

support@mermaidlucia.com

Please provide your order number and a clear description of your request.

For product-condition issues, please also provide relevant photographs and videos.

Please contact Mermaid Lucia before returning any product so that we can provide appropriate return instructions.

Nothing in this policy limits any consumer rights that cannot legally be excluded or restricted under applicable law.