HELP/FAQ
Return Policy
We want you to be satisfied with your purchase. If you are not satisfied for any reason, you may return or exchange the merchandise within 10 days of receipt in the same new, unlaundered condition in which it was sent to you, with tags still attached. The purchase price of the merchandise will be credited back to your original method of payment. 20% restocking fee will apply. MERMAID HUT cannot refund the initial shipping charges or the price of the return or exchange shipping. If you refuse the package or mark it "return to sender", the return shipping charges will be deducted from your refund. Custom made items are not returnable. All sales are final on international orders.
When returning items, include the original receipt and return to:
Mermaid Hut
Customer Returns Dept
2446 Toftrees Dr
San Antonio, TX 78209-2239
Please indicate whether you would prefer a refund as outlined above, or another item. All packages must be postmarked within 10 days of receipt. For your own protection, we recommend the return shipping be done via a method with tracking and insurance.
Damaged Goods
We fully insure all items. If you receive an item that has been damaged in shipping, please notify us immediately at mermaidhut@mermaidhut.com. Please provide the order number and photos of the damage. Do not destroy the packing materials. The shipper may want to view the packaging before the claim is settled. Additionally, depending on the item and the extent of the damage, the shipper may require a repair estimate in writing within seven days. Once the claim has been settled, we will be happy to refund that amount to you to cover the repair, or ship a replacement if the item was damaged beyond repair. Unfortunately, if you fail to provide the necessary information within seven days, our hands are tied and we will be unable to file a claim or offer any refunds or replacements.
Pricing and Sales Tax
The prices displayed on this site are in U.S. currency and as such are valid only in the United States. Sales tax is automatically added to your order only if you live in the state of Texas, where an 8.25% rate will apply.
Shipping and Handling
Shipping and handling charges include order processing, packaging, shipping and handling. We reserve the right to ship via whatever method we deem most appropriate. Tracking number or delivery confirmation number will be provided. Because many of our products are handmade by artisans from around the world, some pieces may not be immediately available. These special order items may take longer. We will contact you in the event of a delay. Rest assured these gorgeous items will be well worth the wait, and you will be able to enjoy them for years to come.
All shipping charges are calculated based on weight during the checkout process. Additional charges will apply to international orders as well as orders shipping to Alaska, Hawaii, AA, AE, or AP addresses, and any territory outside the continental U.S. Please email mermaidhut@mermaidhut.com for an estimate.
In the event you refuse delivery and the package is returned to us, the order will be subject to the same return policy as outlined above (no shipping charges will be refunded, and a 20% restocking fee will apply). If you refuse delivery on a custom order, no refund will be given.
Gift Wrap
If your purchase is a gift, we are happy to omit the receipt at no additional cost to you. If you wish to have the item(s) gift wrapped and a complimentary gift tag included for an especially lovely presentation, there will be a charge of $5 per item. Some larger items cannot be gift wrapped.
Legal Statement
All of the content on this website is subject to copyright, trademark, and other intellectual property rights. In some cases, we may not be the owner of the trademark or copyright but we have been granted permission to use them by the owner. Your use of any content is strictly prohibited. You may download or print portions provided you use them for your own personal non-commercial use, but you may not post any content on any site or network without express written permission.
Disclaimer
This website is provided on an “as is” basis without warranties of any kind, either express or implied, including without limitation warranties of title or implied warranties of merchantability or fitness for a particular purpose. You acknowledge, by your use of this website, that your use is at your sole risk, that you assume full responsibility for all costs associated with all necessary servicing or repairs of any equipment you use in connection with your use of this site, and that we will not be liable for any damages of any kind related to your use of this site.
On occasion there may be information on our website that contains errors that may relate to product descriptions, pricing, and availability. We reserve the right to correct any errors and to change or update information at any time without prior notice (including after you have submitted your order).
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