Dispatch and Delivery
As an Irish company, we use An Post and couriers to ship all orders. We dispatch all orders within 72 hours. On public holidays the postman might be on a day off so it might take us a little longer.
We keep our shipping charges as low as possible by using a combination of An Post and couriers depending on the destination and the size/weight of your order. We use tracked shipping as standard. Free shipping is available on orders over a value of €250 and this is automatically applied at checkout.
Estimated delivery times
We use tracked shipping as standard so that you can see the progress of your order, Delivery times can vary depending on the destination and on the local postage conditions but it is typically 1-2 days from dispatch.
Whilst we really try to get your order to you as quickly as possible local postal conditions are out of our control and delays can occur. If you have not received your order within 15 working days of dispatch then we know you will be very disappointed so please please get in touch with us on Customer Care with your order number and we will follow up and make sure your order has not gone missing.
Sometimes the unthinkable happens and things get lost in the mail system. In the event that a package is not delivered within 30 working days of dispatch customers will be refunded the cost of the order or if the item is in stock they will be offered a replacement. Once a notice of delivery is recorded via the registered postal carrier as per tracking details it is deemed that the package has been successfully delivered.
All orders are sent to the specified delivery address. In the event that the delivery address differs from the billing address, the specified delivery address is used. We think that just makes sense. In the event that an order is returned to us due to an incomplete or incorrect address the customer is liable for any repeat delivery charges incurred.
Customs & Duty charges
Another practical little detail- Customers are responsible for any customs or local taxes incurred. Unfortunately, we have no way of knowing what customs charges local agencies will apply if any. In the event that a customer does not accept local customs charges where applied and the customer’s order is returned to Mermaids and Dragons the customer remains liable for the initial shipping and returns costs.
We all change our mind sometimes
In the very unlikely event that you receive your item and you are not happy with it and you want to return it we will happily accept it back. To accept returns the items must be unused, in their original condition and in their original packaging with all tags, instructions and/or accessories intact. Items must be posted back to us within 14 days of receipt of the item in order to be accepted.
If you change your mind and cancel an order before it has been dispatched then your order will be cancelled and your card will be refunded.
When returning an item to us you are responsible for the return shipping, we recommend that you retain a receipt of postage and register the postage, we can’t give you a refund until we have the order. We will issue a refund to the card used for the original transaction within 10 days of receipt of the returned item including the original shipping costs.
We cannot accept returns on sale items unless they are faulty at the time of receipt.
Something went wrong
It is so disappointing when something goes wrong. We do our very best to make sure that all the costumes we send out are in perfect condition, however, sometimes things go wrong.
If we make a mistake let us know asap and at the latest 7 days after you receive the order and we will do everything we can to fix it. Contact us on Customer Care quoting your order reference number and provide some information about what has gone wrong.
In the unlikely event that the item you receive is faulty then please inform us immediately and no later than 7 days after receipt of the item. Please contact us quoting your order reference number Customer Care and provide some information about the fault that you have detected. We will respond advising you how to return items to us. On receipt of the returned item we will inspect it to confirm the fault and once the fault has been confirmed you will be refunded the entire cost including return shipping costs.
Get in touch
If you have any queries about returns or even if you just want to say Hi! please contact us on Customer Care