Mermaidaqua is a true Made to Measure experience. Your tail, is made just for you based on your measurements, choice of fabrics and customizations. We’re here to help. If for any reason your suit needs adjustments, contact our Customer Care team or your local showroom and we will guide you through the process.
It is our great honor that you choose our site for your cosplay costume. Your satisfaction is the most important thing we continuously pursue. If regrettably you find our costume(es) have the following issues that could not meet your requirements, you have the rights to return the costume(es) to get a refund. As costumes from Mermaidaqua are all Custom-made according to buyer's own measurements, so it's really important for us to offer a fair and responsible return/exchange policy. We also will check each order before we arrange shipment.
1. Defective/Missing items/Size different from our website size chart.
Customers should contact us within 7 days of delivery of items and email us photos to support the claims if you find the package missing item(s) and costume with wrong size. We can arrange new shipment of the missing items for free. Especially for Wrong size costumes, once confirmed the error occured in ourside, we will make a new one costume free (by the way, the 1-2 cm difference will be acceptable); if this caused by the wrong measurements buyer provided, Mermaidaqua is not responsible for this, buyers will be charged for a new one at 10% discount off, in this situation if size revision needed, buyers should send the costume back to us at their own cost and we will charge buyers for the revision at cost.
We do NOT accept refunds for customize tail, but if the size really different of your measurements, we will make a new one free.(this only provide for people who choice customize size, people email us the measurements will not available for this policy)
We accept refunds for accessories. Returns must be made within 7 days of receiving orders. We will offer 100% refund only of products which are defected, or sent by mistake. If you found package damage, can refuse to accept.
Following Items Excluded From Returning or Exchanging,
- Item that have been used or washed.
- Item that smell of cigarette smoke or perfume
- Item with stains
1.Please be noted that only the listing price excluding shipping fees would be refunded.
2.Buyers are responsible for returning the items in their original conditions within 2 weeks of delivery of items at their own expense through registered mails with online delivery tracking number.
All tails from Mermaidaqua made in your own size, pls check your order carefully before submitting. We will send a confirmation email after you placed an order. In the event that a mistake has been made on a processed order, pls email us in 24 hours after your submitting, Order Cancellations or Changing only works in this time frame. Cause Our tail maker will start customizing the dress for you within 24 hours after receiving your payment. Orders cancelled after 24 hours are subject to a handling fee equaling 30% of the item price. And orders cannot be cancelled after 3 business days. Thanks for your understanding
For other accessories and other ready shipping items, we usually send after 1-3 days after your purchase, we will give our best efforts to locate the package and make any necessary changes. If the order has already shipped, or cannot be located in the shipping containers, Mermaidaqua.com will not be responsible for any additional costs added to correct the order.
3.Wrong Delivery Address/ upgrade the shipping method
Mermaidaqua.com ships all orders to the shipping information address provided by the customer. Customers are responsible for submitting complete address information required. In the event that necessary shipping information is left off the order during the checkout process, We will ONLY able to proceed refund if we sent the package to the wrong shipping address. (which different from order shipping information.) We will NOT able to proceed refund if we sent the package to the correct shipping address.
Mermaidaqua.com is not responsible for any additional charges needed to reship or retrieve a package. Shipping fee depend on which shipping method you choice. If you want to upgrade to UPS/FedEX, customer should inquire us the shipping fee immediately.