Terms & Conditions – Shipping, Delivery & Exchanges

Terms & Conditions – Shipping, Delivery & Exchanges

Please read the following Terms & Conditions carefully before placing your order with Brown Mermaids. By purchasing from us, you agree to the terms outlined below.

Refunds

No refunds are offered on any items.

Exchanges

Exchanges are available for clothing only.

Customers must notify us in writing within 48 hours of receiving the item by emailing: bm.london.designerbanu@hotmail.com.

Once your request is confirmed by us, the item must be returned within 7 business days (10 business days for international orders) in its original, unworn, and undamaged condition.

Shipping costs for exchanges are the responsibility of the customer.

Upon receipt and inspection of the returned item, the exchange will be processed and shipped within 3 working days.

If the return is not notified or received within the stated timeframes, the exchange request will be refused.

Items not eligible for exchange:

Jewellery

Hair accessories

Cosmetics

Perfumes

Items containing earrings (for hygiene reasons)

Customised or made-to-order items

Sale items

Shipping & Delivery

UK Orders

Standard Delivery: Sent via Royal Mail 2nd Class (no tracking). Proof of posting can be provided upon request.

We aim to post within 2-3 working days.

Next Day / Saturday Delivery: Tracking will be provided.

Will be posted following morning if placed before cut-off time 6pm. 

International Orders

Standard Delivery: No tracking provided.

Estimated Delivery Times:

Europe: 3–5 working days (from date of posting, not order date).

Rest of World: 8–9 working days (from date of posting).

Please note: Delivery times are estimates and not guaranteed.

Lost or Delayed Parcels

Lost item claims may only be made after Royal Mail’s claim period has passed:

10 working days (standard)

7 working days (tracked)

5 working days (special guaranteed delivery)

As per seller rights, we have 21 days to investigate with Royal Mail. If the parcel cannot be located, a claim will be raised, and a refund will be processed by day 30.

If tracking confirms the parcel was delivered, no claim or refund will be granted.

Customs, Duties & Refused Deliveries

International customers (including EU) may be required to pay import duties, VAT, customs processing fees, or local delivery fees.

These fees are not included in the item or shipping price and are the customer’s responsibility.

If a parcel is refused at delivery due to unpaid fees, it will be returned to us.

In such cases, a refund will be issued for the product cost only once the item is returned in good condition.

Shipping costs are non-refundable.

If we incur a return-to-sender fee or customs processing fee, this will be deducted from the refund.

Product Images

We strive to display our products as accurately as possible. However, colours and appearances may vary depending on individual device setting