FAQs
Do You Ship Worldwide?
Yes, we ship worldwide for free.
How do I track my order?
Your order will take between 7 to 15 business days to arrive at your doorstep once your order is dispatched. You will receive tracking information of your parcel by email between 3 to 5 days from the time of order.
Please note delivery times may vary according to different country’s custom restrictions (we wish this does not happen).
Our shipping postage paid are all inclusive for delivery to your shipping address but we cannot be held reliable for any additional taxes and customs that may be subjected by your country's restrictions and regulations.
New Mermaid will not be held responsible for any lost or stolen parcels that have been shown delivered by the shipment carrier's tracking information.
What Are My Payment Options?
We accept payments by Visa, Mastercard, and American Express.
What Are My Delivery Options?
We currently only offer one FREE standard shipping option.
How Secure Is Your Site?
New Mermaid processes payments using the Stripe payment gateway. Stripe is certified to PCI Service Provider Level 1, the most stringent level of certification. We take security very seriously, all payments are verified by Stripe to prevent fraud.
Can I Amend My Order?
We work super quick at processing orders to make sure you receive them as soon as possible. You can amend your order as much as you like before you click “complete order” but after this point you will be unable to make amendments to your order.
Please advise that all customers ensure the accuracy of their shipping address as New Mermaid do not take responsibility of missing parcels due to errors in given shipping address.
How Do I Track My Parcel?
You can track your parcel via the email we sent you. Clicking ‘Track my order’ in the email will take you straight to the parcel tracking page where the location of your parcel is updated from dispatch to delivery. Alternatively, enter your tracking number into ‘Track your order’ on our website.
Can I return or exchange an item?
We adhere to a strict store policy and do not allow returns or exchanges for sale items. However, if you are unhappy with your order, we encourage you to email us directly on our website, so we may resolve your issue with the product.
What if I received a faulty item?
We are terribly sorry if this has happened. We would like to sort out any faults immediately. If you need to exchange the faulty item for the same item, send us an email at newmermaidstore@gmail.com.
As soon as you discover a fault, please contact us immediately (within 7 days of receiving your parcel) via ‘Contact Us’ on our website. If 7 days have gone by since your product receipt, unfortunately we can’t offer you a refund or exchange.
What should I do if I have provided the incorrect shipping details?
Please contact us immediately (no more than 24 hours) if you noticed that your shipping details are incorrect.
Note that we are unable to allow any amendments once your parcel has been processed and dispatched.
Should your parcel be returned to sender, please note that we will be required to pass on a subsidised reshipping postage fee of US$10 to redeliver your parcel. Do ensure you update us via email with the correct and complete address as soon as you can.
What should I do if my parcel has not been delivered?
If your parcel's tracking information shows that your parcel has been successfully delivered but you have yet to receive your parcel, please double check that your given shipping address and contact your shipping carrier, if applicable.
Please take note that New Mermaid will not be held responsible for any lost or stolen parcels that have been shown delivered by the shipment carrier's tracking information.