Policies and FAQs

How to Request a Return

Please read this entire section to determine whether or not your order is eligible for a return.

Click here to log in to your account. Enter the email you used to place your order. A code will be sent to that email so you can log in. This is the only way to do returns, we do not accept return requests through email or social media messages.

Once you are logged in, you will be able to see the items you ordered and request returns for them individually. We may reach out to you if we need more info.

Refund requests will be approved or denied at the sole discretion of Lemonade Mermaid LLC.

Custom Items

Returns, refunds, and exchanges are not accepted for custom items. These are unique pieces designed to your specifications and sizing, and cannot be resold. 

If you want to cancel or make changes to your custom order, you must do so within 24 hours of placing your order. 

You can send your custom in for repair or correction if it arrives damaged or incorrect. 

Jewelry

Returns, refunds, and exchanges for jewelry must be requested within 48 hours of receipt. Jewelry must be returned to us in new condition, and may be subject to a 20% restocking fee.

If your item arrives damaged or broken, we can resend you the same item for no extra charge. Please note, we cannot exchange one piece of jewelry for a completely different piece. 

Cosmetics

For sanitary reasons, we do not do refunds, returns, or exchanges for any cosmetics products.

If your item arrives damaged or broken, we can resend you the same item for no extra charge.

Apparel and all other items

We can exchange your item if it arrives damaged or incorrect. Exchanges must be requested within 48 hours of receipt. 

Return and refunds may be subject to a 20% restocking fee. We provide ample info about our products, including size charts, fabric composition, and product images, so you can understand what you're ordering and what it looks like. Please contact us with any questions you have before placing your order to avoid issues.

Shipping methods and prices are calculated for you at checkout based on your location, and the size of your order. This cannot be changed after your order is placed. 

For all our non-custom items, processing and shipping times completely depend on what and when you're ordering. For example, apparel usually takes a bit longer than jewelry. 

It's normal for processing and shipping times to increase around major holidays like Christmas. If you're concerned about shipping times, you can contact us directly and we can give you a better estimate. 

If you believe your shipment is lost, let us know so we can help you.

Using your discount codes

If your products accept discount codes, you will see an option to input your code at checkout. 

Unfortunately, discount codes cannot be applied retroactively in our system. If you placed an order but forgot to apply your discount code, you can email us within 24 hours to have us cancel your order. You can then redo your order with the discount code. 

Exemptions

Discount codes cannot be used on the following products: All silicone items.

Expiration

If your code has an expiration date, it cannot be extended. It must be used by the expiration date.

Sales

Sales are limited-time offers designed to give you savings on specific products during specific times of the year. 

You must purchase within the sales time period to get the sales savings. We do not extend sales or make exceptions for individual people. It is your responsibility to make sure you purchase your sale items on time.

Sales are announced through email. Please sign up for our email list if you want to be notified of future sales. 

Payment plans

We currently only offer payment plans through Shop Pay.

Shop Pay is a third party company, and we do not have control over what kind of payment plan they offer you. 

If you want to use a payment plan, make sure you choose Shop Pay at checkout.