Thank you for reviewing our Store Policies Page!
Because all of our products are Custom and/or Personalized, we want to ensure that our customers have reviewed our policies. Please feel free to contact us via email with any questions you may have before placing your order. We check our email all day long, and will get back to you in a flash.
Our items are all custom made and/or personalized just for you. All sales are final, and we do not accept returns, so please review your personalization options and style choices carefully. In the event of an error that is ours, a replacement will be provided. The original item must arrive to us in new condition. Replacement items are always for the same item ordered only, including engraving choices and size. If an error was made due to incorrect information being provided by the customer, we are still happy to replace or repair the item if possible, but will charge an additional fee to do so.
Due to the specialized nature of our business, once an order is submitted, it cannot be altered, changed or cancelled. Please contact us with questions before you order or be very specific with notes left with your order. Our item descriptions are quite detailed to provide as much information as possible about our products. Per our due diligence, we do require a click-wrap electronic acknowledgment of this information during the checkout process.
Our jewelry is of the highest quality, however, we cannot be responsible for damage caused by misuse, improper care, or wear and tear. We are happy to provide a complimentary repair for your item, if repairable, within 30 days of purchase. Outside repairs or alterations will void warranty. Product issues, chain defects/earring post defects/product defects must be reported within 7 days of receipt of your package to qualify for a complimentary repair or replacement. If your item becomes damaged after this time, we are happy to repair or replace, but a fee will apply. Please provide photos of your damage, along with an explanation of the damage via email. We will provide an estimate for repair or replacement if your item is out of warranty.
Refunds are processed less a 5% restocking fee to cover the cost of credit card processing fees that are not refundable to the merchant under any circumstances.
Since our products are custom made just for you, the average turnaround is 10-15 business days plus ship time. Some take 7 business days while a select few will take up to 6 weeks. Turnaround time varies from product to product, so please refer to product descriptions prior to placing an order. Some items offer a rush option for your convenience. These times do not include holidays, rush season or weather issues beyond our control. We are always happy to answer any questions regarding shipping and will do our best to accommodate need by dates, but cannot always guarantee. Once your order is placed, it cannot be cancelled if it does not arrive by a particular date. We offer photo gift cards for your convenience. In the event your order was not placed in time to receive for your "need by" date, just print it out and wrap it up! Your gift recipient will be thrilled to know their personalized gift is on it's way. Our custom products are well worth the wait!
Customers may choose insurance options when making their choice. If insurance is chosen, the package will be covered under any circumstance for replacement. If insurance is NOT chosen, we do not assume responsibility for delivery issues. Once a package leaves our facility without insurance option, we are no longer responsible for it and it is in the hands of the carrier. If you are unable to locate or open an investigation into your missing shipment, please reach out to us for more assistance. We are unable to assume responsibility for any uninsured package once it is officially scanned as delivered to the address provided by the customer. On occasion an item may show as delivered to the address provided and the customer may indicate it has not been. In these instances with an uninsured package, the customer must take up the issue with their local United States Post Office or other specified carrier.
We are not responsible for packages that are shipped to an incorrect address due to customer error. Please include apartment/suite numbers. The reship fee will be the customer's responsibility. Please refer to your order confirmation carefully to ensure all information is correct. Any error on our part will be reshipped as a complimentary service.
All items will be shipped at the customers expense for repairs. Items in warranty will be shipped back to the customer after repair only at our expense. Repairs are returned via standard shipping.
Orders shipped to international addresses: International orders may be subject to import duties and taxes, which are levied once a shipment reaches your country. Customs policies vary widely from country to country, so please contact your local customs office for further information. The Purple Mermaid Inc.has no control over which packages will be subject to additional duties. The Purple Mermaid Inc. is not responsible for additional duties or taxes. We cannot guarantee or estimate delivery dates once the package leaves the U.S. International packages are insured for loss and/or damage.
We ask for all initials or text during the ordering process. Initial placement will be engraved as you indicate on your order, and in the font style chosen. If you make an error, we are unable to accept a return. If we make an error, we are glad to replace your item. Feel free to email us with any questions you may have before placing your order.
COUPONS AND SALES:
If using a coupon or discount code, the code MUST BE entered at the time of purchase. Enter a valid code during checkout and your balance will be automatically adjusted. A coupon code cannot be added and your order cannot be adjusted after your purchase is completed. During a sale, sale pricing is automatically reflected in your shopping cart at the time of your purchase. Sale pricing is valid ONLY during the period that sale is in effect and may not be applied to orders placed prior to, or after the sale. These policies apply to all and exceptions may not be made.
We consider a chargeback as "friendly fraud" or internet shoplifting. Our policy is as follows: We pursue monetary recovery for chargebacks. We refer all chargebacks to collections which may include reports to credit bureaus. Legal action relating to a transaction may follow and will be brought in the court system of Barnstable County, in Barnstable, Massachusetts.