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 custom made and personalized just for you. We do not accept returns or cancellations. In the event of an error that is ours, we are happy to replace the product with the correct item. Every item is made to order and therefore is considered a custom order.
If we make an error, we will gladly replace the item for you. If an error was made due to incorrect information being provided by the customer, we are still happy to replace or repair the item, but will charge an additional fee to do so. Once an order is submitted, it cannot be altered or changed, nor may it be cancelled as it is processed immediately. 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. Should you have questions, please feel free to email or call. Please note that there is a 7 day time limit to notify us of any error.
Our jewelry is of the highest quality, however, we cannot be responsible for damage caused by misuse, improper care or accidental breakage. We are happy to repair your within 30 days of receipt of purchase. 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 the time frame stated, we will be happy to repair it if possible, but a fee will apply. We cannot be responsible for items damaged due to misuse or mishandling and specific care of various metals is addressed on our "About Our Jewelry" page. Chains damaged by accidental breakage are available for purchase on all pieces. Please note that there is a 7 day time limit to notify us of any error or defect. We are not responsible for metal allergies.
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!
We do not assume responsibility for any package once it shows 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 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.
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: Chargebacks will be reported to all major credit bureaus as a delinquent collection account and will impact credit scoring.