How Can We Help?

Below are some of our frequently asked question & info.



How long will it take to ship out?

Some of our pieces are made to order so, please allow 2-3 business days for your order to be shipped out.

Can I cancel my order?

We completely get it, we change our minds too! Just make sure to contact us within 1 hour of placing your order to cancel.

Should the item(s) not work out, make sure to exchange for a preferred style or return for a refund. As a reminder, domestic exchange shipping is free.

How do I track my order?

Once your order is fullfilled and ready to ship we will send out an email with a link to live track your order.


You can track your order on our website here: Track My Order

*Please note that the first tracking updates within 24 hours*

Shipping, Returns & Exchanges

How long does shipping take?

Processing Times(making the item and packing): 2-3 days

Shipping Time:

U.S. Domestic Shipping:
All domestic orders are mailed and shipped out through USPS. We offer free standard shipping on all orders over $65+ USD. 

  • Normal standard shipping can take 2-5 business days.
  • Priority shipping can take 1-3 business days.

    (days do not include processing time)

International Shipping:

International orders will be shipped out through USPS International, which will be calculated at checkout. We offer free standard international shipping on all orders over $120+ USD.

Reminder: (orders shipped through USPS international service will be handed off to your local postal office after custom clearance, for further delivery)

Do you ship internationally?

Yes, of course we ship all over the world!

International Orders: Free shipping on orders $120+ USD

Your order will be shipped through USPS International service, then will be delivered by your countries local postal service.

Are there any shipping fees?

International Orders:

PLEASE NOTE (for international orders)

  • There may be duties and taxes on your shipment that you will be responsible for. Please note that we do not have any control over these fees and can vary by country. For more information, please contact your local customs office. Keep in mind that we’re not able to reimburse you for duties and taxes paid upon delivery. 
Does my package come with insurance?

Package Insurance covers any order that is lost in transit or damaged with the shipping carrier.

All orders are insured up to $100. If your order exceeds this amount and would like to put insurance on your package to cover the entire cost, please send us a message in our chat or email us for a quote.

Can I put a rush on my order?

Yes, no problem. Just contact us through our chat or email for our rush shipping rates and time frames.

Order says "Delivery Attempted"

This usually means that the local postal service tried to deliver your package but could not for one of these reasons:

  • Incorrect Address
  • Can not physically reach your address
  • Bad weather in the area

In these cases, we advise to contact your local post office for more info on why there was an attempt and no delivery. Usually they will hold your package at the local office.

What if my package is lost or says delivered when it's not?

In the case of a lost package, we are here to help as much as we can. Just contact us through our chat or email:

  • Packages that are marked delivered, are void for insurance claims. Claims regarding these orders must be handled directly between the customer and your local post office.

Once packages are in the shipping carriers possession we do not have any control over their transit.

  • Packages that are lost in transit are eligible for an insurance claim with USPS.

*Please make sure your delivery address is correct and secure*

Do you accept returns and exchanges?

Yes of course! Please visit our return policy page to get more details on eligibility.

(last chance items are NOT available for returns or exchanges)

  • We accept return and exchange requests within 14 days of delivery.
    We accept repair requests within 60 days of delivery.

Open a return, exchange, or repair here

How do I request a return, exchange, or repair?

If you would like to request a return, exchange, or repair click here

  • With a return request:
    You can return your items for a full refund back to your original payment.
    We will provide a return shipping label. However buyers are responsible for the cost of the return shipping label, (which will be deducted from refund).
    We are working hard to be able to offer free returns, we apologize!
    With an exchange request:
    You can exchange for a different size or item.
    We offer free return shipping on exchanges and will provide a free return shipping label.
    With a repair request:
    Every pieces comes with a 60 day warranty, effective the day of delivery. Read everything our jewelry repair warranty covers here.
    Return shipping and repairs are free of charge.

Jewelry Info

How do I care for my jewelry?

In order to get the care and best use out of your jewelry please read our full jewelry care page

Do you offer a warranty?

Yes of course! There is a 60 day warranty that starts the minute your jewels are delivered to you. To read more about what this covers, please visit our full policy here.


We offer a range of different discounts and rewards!

Do you offer rewards?

Yes! We have a rewards program that is free to join and you can start saving before you even buy! Please visit our rewards program page here.

How do discount codes work?

If you would like to use your discount code here is how:

Simply enter the discount code during checkout, by using the coupon code field:

  • Desktop: Discount field is under item list on the right side.
  • Mobile: Tap "show order summary" tab, under the item list there should be a discount code field.
How do I get a discount code?

If you would like to receive a discount code here is how:

  • Rewards: Signing up with rewards earns you points. There are also other ways to earn points, without purchasing yet. You can use these points to reedem for discounts.
  • First Time: If this is your first online visit at Mermaid Haus Jewelry, we offer a 15% off coupon code. There is a pop up when you visit our site, but if you missed it there is a email sign up at the bottom of the page.
  • Post Purchase: Whether it is your first purchase or one of many here at Mermaid Haus Jewelry, we always offer a special discount in your order!
  • Social Media: Follow us on our social media pages (located at the bottom of the page). We offer daily discounts and offers!
Can I ALWAYS use my discount code?

Discount codes can only be applied to full priced items.

This means that codes can not be used during site wide sales, combined with other discounts (unless stated otherwise), or used with our bundle builder

Layer, Stack, & SAVE 20%

Layer and stack any 3+ pieces to get 20% off!

Just add any 3+ pieces to the cart and discount will apply automatically.

*applies to full priced items ONLY & other discount codes can not be combined or applied with discount*

Website Features


Want to create a gift list or want to save for later? You can create your own wishlist now!

Shop any pieces and tap the heart to save to your profile.

Rewards Program

Earn points for every $1 spent! Reedem points for more discounts on your purchases. Send your friends referral discounts as well.

Sign Up

Influencer Program

Love and obsessed with gold jewelry? Share all the pieces and looks you love, by joining our influencer program. You will earn special perks by joining and sharing!

Learn More

Still Need Some Help?