Returns and Refunds


We at That Mermaid Shop are dedicated to providing you with the best online shopping experience. We are also very proud of the quality of the products we sell. 

As such, if you have any issues with any of the items you have received such as quality defects or if you are simply unhappy with your purchase, please email us at and we will make sure you could return the item back to us FOR FREE. Please note that this offer only applies to Australian customers only and specifically excludes sale items.

Even if we could not issue return labels to international customers, those who have an issue with their orders could still email us at

Please note that returns can only be made within 30 days of your receiving your package. 


Eligibility for Returns

 To be eligible for a return, your item must be:

  • unworn, unwashed, unused;
  • in the 'good as new' or same condition that you received it; 
  • must still be in the original packaging; and 
  • submitted within 30 days of receiving your package. 

Please note that we could not issue a refund or exchange for your purchase once the 30 days have passed.

There are certain situations where only partial refunds are granted (if applicable):

  • Book with obvious signs of use
  • CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
  • Any item not in its original condition is damaged or missing parts for reasons not due to our error

The following items are ineligible for Returns:

  • Perishable goods such as food, flowers, newspapers or magazines;
  • Intimate or sanitary goods;
  • Hazardous materials;
  • Flammable liquids/gases;
  • Gift cards
  • Downloadable software products
  • Some health and personal care items

Please do not send your purchase back to the manufacturer.


Completing Your Return

What you can do:

  • Take a clear photo of the product;
  • Email us the photo of the received product within 7 days of receiving the delivery package; and
  • Return the product to us, with the following:


Refunds (if applicable)

The refund can only be issued once the return has been received and inspected. 

You will be notified by email as soon as we have received your returned item. We will also notify you of the approval or rejection of your refund.

If approved, your refund will be issued to your credit card or through your original method of payment within a certain amount of days. You will be charged a 20% restocking fee if the 

You will be charged a 20% restocking fee if the items returned are undamaged or sent without the original tags/packaging.

We can also offer you store credit worth the same amount as the returned item. The store credit does not expire and could be used to purchase other items.

Please inform us if you would prefer to receive a refund or a store credit. 


Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at and send your item to us


If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and s/he will find out about your return.

Return Shipping

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.


Return Address

Please make sure to include the Completed Return Form with your Return package.

147 Princes Street Flemington Victoria AU 3031



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