• Returns, Exchanges and Refunds

    Our goodwill returns policy, which is in addition to your statutory rights, entitles you to a refund or exchange for an item bought online with a valid receipt or parcel summary document within 35 days of purchase or receipt, excluding sale items. For a refund or exchange under our goodwill policy, items must be unused, returned in the original packaging and in a re-saleable condition.

    Sale Items

    For sale items purchased via our Website, we will be happy to either refund or exchange an item if you change your mind within 14 days of receipt.

    Returning Items By Post

    Please return items using your local postal services. They will have to be returned at your cost unless in accordance with your legal rights. Please obtain a Post Office receipt as proof of postage. Refunds for items returned by post are credited to the original card used for payment. If the item was a gift, the refund will go back to the sender.

     

    Send the items in their original packaging, marked as “returned goods” to:

    Mermaid In England Returns

    1 Ivywell Road

    Bristol

    BS9 1NX

    United Kingdom

     

    Please note: When you return goods, please ensure you fill out the returns slip and mark your parcel as "returned goods" otherwise it may get held up at customs. This could cause your refund to be delayed.

    Goodwill Returns Policy

    Our “goodwill” refund or exchange policy (i.e. where there is no statutory right to a refund or exchange under the Regulations or otherwise) is offered on clothing and homeware when goods are returned with a valid parcel summary document within 35 days of receipt, excluding sale items. For a refund or exchange under our goodwill policy, items must be unused, returned in the original packaging and in a re-saleable condition. Swimwear can only be returned under our goodwill policy if they have the hygiene seal intact.

    Sale policy

    For sale items purchased via our Website, we will be happy to either refund or exchange an item if you change your mind within 14 days of receipt.

    Our “goodwill” refund policy does not affect your statutory rights under the Regulations or other consumer legislation.

    Exclusions from the goodwill policy

    There are no products excluded from the goodwill policy.

    Products lost or damaged in transit

    If you choose to return any products to us, we will not be responsible for any loss or damage to them in transit and, for this reason, we recommend that you use a recorded delivery service. If returned products are lost or damaged in transit, we reserve the right to charge you (or not to refund any amounts attributable to) such loss or damage.
    Returns

    Unwanted products must be returned with their hangers, protective coverings, carriers and wherever possible, in the original outer packaging. Please take the parcel to any post office and obtain a receipt as proof of purchase.

    Returns by post

    Alternatively you may return your online order by post. Items returned by post will have to be returned at your cost unless in accordance with your statutory rights.

    Damaged or incorrectly supplied products

    You should check all products you receive against your order. If the products you receive are damaged or incorrectly supplied on delivery then you must note the details of any damage or error in supply on the delivery documentation or if you are unable to view the items on receipt, you must inform us (by post or email only) within a reasonable period of time. You must return the products to us as soon as possible after informing us that the products are damaged or have been incorrectly supplied. We may offer you a replacement product and any refunds given by us will be made to the debit/credit card account provided when you placed your order and will be subject to our right to withhold amounts for products which are damaged on return as outlined above.

    Complaints

    If your complaint is about a product, our Website or anything else, please use our customer service email, available on the contact us listed on our Website.

    In the unlikely event that we are unable to resolve a complaint with you directly, you have the right to refer the dispute to the EU’s Online Dispute Resolution Platform at http://ec.europa.eu/odr.

     

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