Refund policy

Mermaid Couture Returns Policy

Mermaid Couture is committed to creating intentional garments that feel beautiful, considered and long lasting. Every piece is prepared with care through our quality check, steaming and packaging service before it leaves our studio. We want every garment you choose to feel perfect. If something is not quite right, we will work with you to make sure it is made right. This policy explains your rights and how we support you under Australian consumer law. And also, how we just want to ensure a good outcome.

Quality Check and Preparation

Before dispatch, each garment undergoes a full quality check. This includes inspection of stitching, fabric integrity, embellishments and overall finish. Every piece is then steamed and prepared for wear, followed by careful packaging to ensure it arrives in pristine condition. This process is part of our commitment to craftsmanship and customer care.

Change of Mind

We do not offer returns or exchanges for change of mind. Each garment is produced with care and prepared for you once your order is placed. Please choose thoughtfully and read all product descriptions before purchasing.

First Return Courtesy

Mermaid Couture will cover the cost of your first approved return. This applies to one return per customer and includes return shipping. After your first return, any additional return shipping costs are the responsibility of the customer unless the item is faulty or incorrect.

Faulty or Defective Items

In an unfortunate event that your item is faulty, damaged or not as described, you are entitled to a repair, replacement or refund in line with the Australian Consumer Law. Faults must be reported within seven days of receiving your order.

To lodge a faulty garment, please email cassie@mermaidcouture.shop with your order number, a description of the issue and clear photos of the fault. Once assessed, we will advise the appropriate remedy. We will be in touch with you via email with in 24 hours.

Incorrect Items

If you receive an incorrect item, please contact us within seven days. We will arrange a replacement once the incorrect item has been returned in original condition. Return shipping for incorrect items is covered by Mermaid Couture.

Condition of Returned Items

Items approved for return must be in original condition. This includes being unworn, unwashed, unaltered and free from makeup, perfume, tanning products or marks. All tags must remain attached.

Mermaid Couture reserves the right to decline a return if the item does not meet these conditions.

Return Shipping

Your first approved return is covered by Mermaid Couture. For any additional approved returns, shipping is the responsibility of the customer unless the item is faulty or incorrect.

Garments Purchased on Sale

Sale items are final and cannot be returned or exchanged unless they are faulty.

Timeframes

Once your return is received and assessed, the agreed outcome will be processed within five business days. Refunds are issued to the original payment method only.