Refund policy

The Short Version

USA orders

- Exchange it? We pay the return label.

- Return for store credit? We pay the return label.

- Return for a refund? We’ll deduct a flat $7.95 to cover the return label.

International orders

- Refund-only once your return arrives and is inspected.

- You arrange and pay for international return shipping with your preferred carrier; we do not deduct that cost from your refund.

- Want a different size or style? Refund + quick re-order is fastest.

Timing

- Start within 14 days of fulfillment (30 days for orders placed Nov 25–Dec 25).

- Exchanges ship within 5–7 business days after your return label is carrier-scanned.

- Refunds are issued 3–5 business days after your return is received and inspected.

- If your original order had free shipping (USA/APO/FPO only), we don’t deduct outbound shipping from refunds.

Start Here

Email info@mountainsandmermaids.com with your order number and what you’d like to return or exchange. We’ll reply with simple steps and, if applicable, a prepaid label.

What can be returned or exchanged?

Returnable / exchangeable

- Unworn, unwashed items in sellable condition (tags on if they came with tags).

- No smells, stains, or pet hair, please. (We love pets. We just don’t ship them.)

- Any free gift received with the order must also be returned if the entire order is being refunded.

Not returnable (Final Sale)

- Gift cards

- Sale Items (size exchange only when in stock)

- Coffee (freshly roasted to order)

- OOPS Collection - Final Sale

- Warehouse/Clearance - Final Sale

- Custom/Personalized - Final Sale

- Mystery Items - Exchange for size only (no refunds)

Packaging

Original packaging is not required - just pack securely so it isn’t damaged in transit.

How exchanges and returns work (USA)

1) Email us: info@mountainsandmermaids.com with your order number, what you’re sending back, and whether you want a refund, store credit, or exchange.

2) We send steps + label: Exchanges and store-credit returns are on us; refunds use our label with a $7.95 deduction.

3) Ship it: Once the carrier scans your exchange return, we begin processing. Exchanges ship in 5–7 business days from the scan; refunds are issued 3–5 business days after we receive and inspect.

International returns (outside the USA)

- Returns are refunded to your original payment method once they arrive and pass inspection.

- You arrange and pay for international return shipping with your carrier of choice; we do not deduct that cost from your refund.

- Return transit and customs can add time; we’ll process your refund as soon as it arrives and passes inspection.

- Need a different size or style? Refund + quick re-order is the fastest route.

Wrong item or arrived damaged?

Email photos of the damaged item(s) and the packaging within 7 days of delivery and we’ll cover the label and replace promptly.

Helpful Examples

“My mystery item isn’t my style.”

-Mystery items are part of the fun! We don’t exchange for style or design preferences.

“My mystery item doesn’t fit.”

- We can exchange your mystery item for a different size (when in stock).

Mailing address (if needed)

Mountains & Mermaids

9887 Arnold Rd., Denham Springs, LA 70726

Made-to-Order & Print-Partner Items (Exceptions)

Some items are produced just for you by our trusted print partners. These items are marked on their product pages (e.g., “Made-to-Order” or “Ships from Print Partner”) and follow these special rules:

- Order changes/cancellations: Once your order enters production, we are unable to make changes or cancellations. Please double-check your order before completing your purchase to avoid any issues.

- Returns & exchanges: Because these are made to order, we cannot accept returns or exchanges unless the item arrives damaged or defective.

- If something’s wrong: Email us within 7 days of delivery with a brief description and clear photos (include packaging if helpful). We’ll work quickly with our partner to make it right!

You can access your customer account here: Account

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