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Store Policies

Thank you for reviewing the Store Policies Page at The Purple Mermaid! 

Because all of our products are custom made and 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 will get back to your promptly. 


Our items are custom made and 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. Replacements are for the same item ordered only, including engraving choices.  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. 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.

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.  If your item becomes damaged after this time, we are happy to repair or replace it, 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. 

We provide information about specific care of various metals on our "About Our Jewelry" page. We provide detailed information about our metals, but cannot be responsible for personal allergies.  Chain defects/Product defects must be reported within 7 days of receipt of your package to qualify for a complimentary replacement. Chains damaged by accidental breakage are available at any time for purchase.



Our custom made jewelry has a ship time of estimate of 2-3 weeks. Some items offer a rush option for your convenience.  Those with a rush option will ship in approximately 7-10 business days. 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 do not assume responsibility for shipper delays.

During the checkout process you will be able to choose from standard, USPS priority or USPS express shipping. Time in transit is in addition to the time required to create your jewelry.

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.

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.

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 ask for all initials or text during the ordering process. Initial placement will be created as you indicate on your order 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. Please verify that your personalization entered is accurate.



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 everyone and exceptions may not be made for any reason.  Free shipping coupons apply to U.S. ship addresses, standard shipping.



Your credit card will be processed before any personalization starts. By processing your payment at the time your order is processed, it assures us that we can confidently begin your custom personalization and shipment.



We consider a chargeback as "friendly fraud". Our policy is as follows: Chargebacks will be reported to all major credit bureaus as a delinquent collection account.  Legal action relating to a transaction will be brought in the court system of Barnstable County, in Barnstable, Massachusetts.