Refund policy
Returns & Exchanges Policy
The Short Version
USA Orders
· Returns and exchanges must be received by us within 30 days of delivery. Holiday orders purchased November 1 through December 24 must be received by us by January 15 for a return or exchange
· Return shipping costs are the responsibility of the customer unless we made an error with the order.
· For approved exchanges, you are responsible for return shipping, and we cover the shipping cost to send the replacement item back to you.
· Original shipping charges are non-refundable.
· Exchanges typically ship within 5–7 business days after your return is received and processed.
· Refunds are issued 3–5 business days after your return is received and inspected.
· Gift recipients may exchange eligible items or return them for Mountains & Mermaids store credit. Original order information is required.
International Orders
· Refund-only once your return arrives and is inspected.
· You arrange and pay for international return shipping with your preferred carrier.
· Return transit times and customs processing may extend the timeline.
· Need a different size or style? A refund and quick re-order is usually the fastest option.
Start Here
Email info@mountainsandmermaids.com with your order number and whether you'd like an exchange or refund. We'll reply with simple next steps.
Order Changes & Cancellations
Need to make a change?
Orders may be canceled within 24 hours of purchase. After that, cancellations may not be possible if production has already begun.
Changes to items, designs, sizes, colors, or garment styles cannot be made once an order enters production.
If you need to update your shipping address, contact us as soon as possible and we’ll do our best to help.
Please review your order carefully before completing checkout.
What Can Be Returned or Exchanged?
Returnable / Exchangeable
· Unworn, unwashed items in sellable condition.
· All tags still attached.
· Items that are worn, washed, damaged, stained, have strong odors, pet hair, or are otherwise not in sellable condition will not be refunded. If a returned item does not qualify for a refund and you would like it sent back to you, return shipping is your responsibility.
· If a return for refund drops your order below the amount required for a free gift, the full advertised retail value of the gift will be deducted from your refund. You may keep the gift.
Not Returnable (Final Sale)
· Gift Cards
· Coffee (freshly roasted to order)
· OOPS Collection
· Warehouse / Clearance Items
· Custom or Personalized Items, including Custom Placement Requests
· Sale Items
· Mystery Items
Custom Placement Requests:
· If you ask us to change the standard placement of a design on an item, that item is considered custom and is Final Sale. Because the item was made specifically according to your request, it cannot be returned or exchanged unless we made an error or the item has a production defect.
Large Returns & Restocking Fee
Returns of $100 or more in eligible merchandise accepted for refund are subject to a 15% restocking fee. The $100 threshold is based on the price actually paid for the merchandise after discounts. Shipping charges and sales tax are not included when determining whether a return reaches the $100 threshold.
The restocking fee does not apply to exchanges, items we sent in error, or approved production defects.
Packaging
Original packaging is not required. Please package your return securely. Customers are responsible for making sure returns reach us safely. Items damaged during return shipping may not qualify for a refund.
How Returns & Exchanges Work
1. Email info@mountainsandmermaids.com with your order number and whether you'd like an exchange or refund.
2. We'll reply with instructions for sending your item back.
Please allow enough time for return shipping. For USA orders, returns and exchanges must be received by us within 30 days of delivery.
3. Once your return is received and inspected, we'll issue any eligible refund or ship your exchange. Only items included in your approved return are eligible for processing.
Each order is eligible for one return shipment. That shipment may include items for refund, exchange, or both. Replacement items sent as part of an exchange are not eligible for another return or exchange unless we made an error or there is an approved production defect.
Holiday Returns & Exchanges
Eligible USA orders purchased November 1 through December 24 may be returned or exchanged through January 15. Items must be received by us by January 15. All other return and exchange requirements still apply.
Gift Returns & Exchanges
Gift recipients may contact us directly for an eligible return or exchange.
To help us find the original order, please provide the purchaser’s name, email address, or order number, if available.
Eligible gift exchanges follow our normal exchange policy.
Eligible gift returns are issued as Mountains & Mermaids store credit. Refunds are not issued directly to gift recipients.
Gift returns and exchanges purchased during our holiday window must be received by us by January 15.
Something Isn't Right With Your Order?
Something not right with your treasure?
Email info@mountainsandmermaids.com within 7 days of delivery with your order number and photos of the issue (and packaging, if applicable).
If we made an error or there's a production defect, we'll work quickly to make it right.
International Returns
· Returns are refunded to your original payment method once they arrive and pass inspection.
· Customers are responsible for international return shipping costs.
· Customs delays and international transit times may extend processing timelines.
Return Shipping Address
Ready to send something back? Email info@mountainsandmermaids.com for return or exchange instructions. We'll reply with simple instructions and the appropriate return shipping address.
Made-to-Order & Print-Partner Items
Some items are produced specifically for you by our trusted print partners. These items are identified on their product pages and follow these special rules.
Order Changes & Cancellations
Once an order enters production, changes or cancellations are no longer possible. Please review your order carefully before completing checkout.
Returns & Exchanges
Because these items are made to order, we cannot accept returns or exchanges unless the item is incorrect or has a production defect.
If Something's Wrong
Email us within 7 days of delivery with a brief description and clear photos (include packaging if applicable). We’ll work quickly with our partner to make it right.
You can access your customer account here: Account
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