Exchange or return? That's possible!

At Mermaid Sisters, we think it is important that you are happy with your order. Not completely satisfied, or is the size not quite perfect? No worries, we are happy to help!

You can return or exchange your order within 30 days of receipt, provided the product is undamaged, unused, and, if possible, in its original packaging.

Would you like to exchange a product?

Does the size not fit quite right after all, or would you prefer a different color? You can easily exchange your order. Here's how it works:

1. Download the return form and complete it as fully as possible.
2. Clearly indicate on the form that you are requesting an exchange and note which size, color, or variant you would like to receive.
3. Include the fully completed return form with your return shipment.
4. Send the package to our return address. Return shipping costs are your responsibility.
5. Once we have received and processed your return in good order, we will send the new product to you again free of charge (subject to availability).
   

Would you like a refund?

Would you prefer not to receive a replacement product after all? A refund is also possible. Here's how it works:

1. Download the return form and complete it as fully as possible.
2. Clearly indicate on the form that you are requesting a refund.
3. Include the fully completed return form with your return shipment.
4. Send the package to our return address. Return shipping costs are your responsibility.
5. Once we have received and inspected your return in good order, we will process the refund within 14 business days using the same payment method used to place the order.
   
   

• Returns or exchanges are possible within 30 days of receipt.
• Products must be returned undamaged, unused, clean, and, if possible, in their original packaging.
• Returned products must always be complete. This means that all parts, accessories, packaging, manuals, monofins, protective covers, pumps, repair kits, gifts, or other included items must be sent back, insofar as they belong to the product or order.
• Always include the completed return form with the return shipment.
• Return shipping costs are your responsibility.
• For an exchange, you will not pay any additional shipping costs for resending the new product.
• Products that have been altered, modified, or taken in by third parties, for example by a tailor or dressmaker, are excluded from the warranty and cannot be returned or exchanged.
• If a product is returned incomplete, unclean, damaged, or not in its original condition, a reduction in value may be charged. This amount may be deducted from the refund.

Please try on carefully

Of course, we understand that you would like to view and try on your order. That is absolutely fine. However, we do ask you to handle the products carefully while assessing or trying them on.

Products may only be tried on in the same way that would be possible in a store. Products that have actually been used, for example in water, cannot be returned for hygiene reasons.

Please make sure that products are returned clean, dry, complete, and in good condition. If a product or its packaging is damaged more than necessary to assess the product, if parts are missing, or if the product is not returned clean, this may result in a reduction in value. In that case, we reserve the right to deduct an appropriate amount from the refund.

Damaged or incorrectly delivered?

Oh no, that is certainly not what we intended. Did you receive a damaged product, or is there something wrong with the delivery? Please let us know as soon as possible, preferably within 3 days of receiving it. Please include clear photos of the product, the packaging, and the damage or incorrect delivery. This will allow us to investigate the issue quickly and find a suitable solution together.

Even if a product is damaged, defective, or incorrectly delivered, we ask you to keep and return it clean, dry, and complete when we ask you to do so. This means that all parts and included items must be returned.

If a damaged or defective product is not returned complete or clean, this may affect the assessment and processing of the return. In some cases, a reduction in value may be charged.

Haven’t received a shipping confirmation yet?

Have you changed your mind or would you like to make another change to your order? Please contact us as soon as possible. As long as an order has not yet been processed or shipped, we are happy to look into the possibilities of modifying or cancelling it. Although we will do our best to help, we cannot always guarantee this once an order has entered processing.

Unsure about the right size?

Don’t worry, we are happy to help! Feel free to contact us for personalised sizing advice or assistance with your return. For further questions, please feel free to contact us at info@mermaidsisters.nl or use the contact form below.