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FAQ

Frequently Asked Questions

Can I return my custom item?

All custom sales are FINAL.

No returns or refunds are offered for custom items. Custom items are personalized entirely to your measurements and specifications, and cannot be resold (or have their parts restocked).

If you believe you’ve encountered a defect, email me photos or videos of the issue, and we can discuss a solution that will work for you.

Will my item look exactly like the one in the picture?

Custom items are made by hand, and not in a factory - expect slight variations in symmetry, color, and placement. These are what make your items unique from others!

Can I make a change to my item after my design has been finalized?

Production begins as soon as your design is finalized. If you want to make any changes to your top, such as switching up the color scheme or overall design, you can do so for an additional $100 fee. Mid-production changes can only be done once, and may delay production time.

Can you repair my custom item?

Yes, depending on how much repair is needed. Over time and with use, it is normal for one or more items on your custom product to loosen, and you can easily do small repairs yourself. However, if you crack or lose a piece, or need significant repair due to an accident such as dropping the product, I may be able to fix it for you for a fee.

I want an item that looks like one from another company, can you do that?

I do not create copies or imitations of products from other companies. All custom items are made within my own design style.

How do I take care of my custom item?

Your beautiful items are delicately-crafted and should be handled with care. Do not drop. Do not store outside. Keep out of reach of children and your furry family members!

Tops:
 Tops are fully waterproof but not intended for vigorous swimming or motion. Rinse only, by hand, and spot clean gently as needed, with gentle soap. Hang to dry.  

Crowns: 
Crowns is water-resistant, but not waterproof, and should not be doused or submerged. If needed, wipe with a damp cloth or baby wipe

How soon will I get my custom item?

Please allow approximately 2-4 weeks for production prior to shipping. During busy times, production time could be longer. If you need your product rushed, you can choose the “rush” option when you order. Shipping time depends solely on the shipper and shipping method.

What is your shipping policy for custom items?

Your custom product will be shipped via U.S. Postal Service “Priority Mail” at your expense. If you want a faster shipping method, let me know before placing your order. Shipping methods cannot be changed retroactively. Please note the shipper’s performance is not the responsibility of Lemonade Mermaid, but we will work with you as best as we can if there is an issue.

Do you have gift packaging?

Custom items come in packaging that's suitable to wrap and give as a gift. If you would like something special, email me at thelemonademermaid@gmail.com to discuss.

Can I return my PTO item?

Print-to-order items are unique and produced only once ordered, so please be sure you have the correct design and size chosen before ordering. Refunds/returns/exchanges are not supported in the event you order the wrong size, don't want it anymore, or don't like it.

If you believe you've encountered a defect, or if you believe the item is lost, please send photos or videos of the issue, and we can find a solution that works for you.

How are PTO items shipped?

There are a few different options for you to choose at checkout, depending on where you're located. Please note that the shipper's performance is not the responsibility of Lemonade Mermaid, and shipping methods cannot be changed retroactively.

If you believe there is an issue with your shipping, please reach out to me ASAP so we can discuss.

Can I return my item?

All Seirene product sales are FINAL.

For sanitary reasons, we cannot accept returns on any Seirene products.

Refunds are not supported if you ordered the wrong product, don't want it anymore, or simply don't like it. Please make sure you understand what you are ordering and what it looks like. If you have questions, contact me before placing your order.

If you believe you've encountered a defect, email me with photos or video clearly showing the issue, and you will receive a replacement product.

Where are your cosmetics made?

Cosmetic products are formulated and made in the U.S.

I have an idea for a product, can I request it?

Yes! I love getting product requests. I can't promise that I'll be able to make every single thing requested, but I can certainly try.

Can I make a bulk order for a discount?

Yes. If you need more than 10 of a single item, contact me to discuss.

The product I want is out of stock - when will it be back?

Items are restocked based on demand and ingredient availability. If you want to be notified of product restocks, please sign up for our email list - you can scroll to the bottom of any page to find the signup box.

Where can I find ingredients?

Ingredients for each product can be found on their respective product pages.

How are cosmetics shipped?

There are a few different options for you to choose at checkout, depending on where you're located.

If you believe there is an issue with your shipping, reach out to me ASAP so we can discuss. Please note that the shipper's performance is not the responsibility of Lemonade Mermaid.

Can I return my jewelry?

Returns and refunds on all jewelry must be requested within 48 hours of receipt, so please make sure you check on your items promptly.

A refund will be given if the jewelry is returned to us in good condition - jewelry should not be missing pieces, bent, warped, damaged, or dirty.

All jewelry is thoroughly checked over for damage and defects before being shipped. If you believe your item(s) were damaged during transit to you, contact us immediately - we may be able to send you a replacement.

How is Jewelry shipped?

There are a few different options for you to choose at checkout, depending on where you're located.

If you believe there is an issue with your shipping, reach out to me ASAP
so we can discuss.

Please note that the shipper's performance is not the responsibility of Lemonade Mermaid.