FAQ
All your questions answered, right here.
Want to know about your 30 Day Money Back guarantee?
Where Mermade ships or where your tracking is?
Check out the questions below and if you need any extra help, email us!
30 Day Money Back Guarantee
If you don't like the MERMADE product, if it just doesn't work for you, return it. Within 30 days of receipt, products purchased from us may be returned for any reason. However, we don't refund shipping costs unless the items are defective. We also ask that everything is in original condition when returned.
Read below in the RETURNS section to find out to process your return.
OUR TOP FAQs
Simply login to your Customer Account and click on ORDER HISTORY to open up your order and view tracking. If you do not have an account you can search your emails for our tracking email. If there is no tracking link, it means your order is still processing. Please check back in 24 hours or email us for an update.
We offer a 30-day money-back guarantee if you are not satisfied with any Mermade Hair product purchased from our website. All we ask is that you try our products and if you are not completely happy, simply return the items within 30-days from the date of delivery and we'll refund you. Refunds can only be issued to the method that was used to pay for the order and all you have to do is arrange for the products to be shipped back (at your cost) and you'll receive your refund. Only items returned and in the same condition that you received it will be approved for a refund. Once inspected, a full refund will be returned to your account within 7 days.
Please be careful to make sure all shipping details are correct upon checkout as Mermade Hair will not refund or compensate for incorrect shipping information.
To initiate a return, simply email us at hello@mermadehair.com with the details below:
Name:
Address:
Email address:
Order Number/Proof of Purchase:
Batch code (on the safety label):
Product type and colour:
If you have purchased a Mermade product from a retailer you will need to contact the retailer directly for their returns policy.
Sure. Just email us at hello@mermadehair.com. However, we do ship same day so make sure you email us straight away.
We currently ship to Australia, New Zealand and Asia from this shop with an Australian power plug.
For US/Canada orders go to mermadehair.us
For UK/Ireland orders go to mermadehair.co.uk
PAYMENT
We accept Afterpay, GPay, Paypal, Visa, Mastercard and American Express.
On this website you will be charged in Australian dollars.
SHIPPING
We currently ship to Australia, New Zealand and Asia from this shop with an Australian power plug.
For US/Canada orders go to mermadehair.us
For UK/Ireland orders go to mermadehair.co.uk
Here’s how it works: you order, we process, then we ship. Ordering takes a few seconds. Processing takes 1 to 2 business days. Then one of our carriers takes it from there. You’ll get a shipment notification email with a tracking number as soon as your package ships. Shipping takes between 3 and 10 days
We offer express shipping for $30.00 for Australian customers only which will arrive within 3 days. We ship from Sydney, Australia so you can expect NSW orders to arrive next day.
Simply login to your Customer Account and click on ORDER HISTORY to open up your order and view tracking. If you do not have an account you can search your emails for our tracking email. If there is no tracking link, it means your order is still processing. Please check back in 24 hours or email us for an update.
Your package will be left in a safe place and marked as delivered by Australia Post. We are not liable for lost or stolen packages once it is marked as delivered.
Orders in Australia and NZ will not incur any taxes or duties, however, shipments to Asia may incur extra charges payable once it reaches customs.
30 DAY MONEY BACK GUARANTEE, PRICE MATCH, RETURNS AND WARRANTY
We offer a 30-day money-back guarantee if you are not satisfied with any Mermade Hair product purchased from our website. All we ask is that you try our products and if you are not completely happy, simply return the items within 30-days from the date of delivery and we'll refund you. Refunds can only be issued to the method that was used to pay for the order and all you have to do is arrange for the products to be shipped back (at your cost) and you'll receive your refund. Only items returned and in the same condition that you received it will be approved for a refund. Once inspected, a full refund will be returned to your account within 7 days.
Please be careful to make sure all shipping details are correct upon checkout as Mermade Hair will not refund or compensate for incorrect shipping information.
To initiate a return, simply email us at hello@mermadehair.com with the details below:
Name:
Address:
Email address:
Order Number/Proof of Purchase:
Batch code (on the safety label):
Product type and colour:
If you have purchased a Mermade product from a retailer you will need to contact the retailer directly for their returns policy.
Please allows 3-10 days for your returned funds to be available in your bank account. Refunds will only be processed once your return is inspected.
Of course every Mermade product is created to the highest standards and rigorously checked before it is sent to you. But if, for any reason you feel your Mermade product is not performing as it should be please email hello@mermadehair.com with evidence of the fault. A replacement or refund will be organised immediately. All Mermade Products now come with a 2 Year Warranty. To initiate a warranty replacement/refund, simply email us at hello@mermadehair.com with the details below:
Name:
Address:
Email address:
Order Number/Proof of Purchase:
Batch code (on the safety label):
Product type and colour:
What is the fault with the product? (provide photo and/or video evidence):
Sure! If you find the same MERMADE product for sale at one of our stockist's for less than we retail it on our website on that same day - we will price match it. It applies where our competitor’s price (including GST and delivery charges), is lower than our price.
PRODUCT QUESTIONS
Mermade Hair tools are suitable for hair of any thickness, however, they will not work on very curly hair. We suggest blow-drying your hair or brushing it straight before clamping. We have tutorials for short and long hair on our social media and throughout our website. Hair should be at ear length to use our 32mm and 25mm waver.
MERMADE Hair is the original game-changing hair waver. Our original extra-large triple barrel hair waver is the largest in the world! We use advanced heat technology such as crystal powder tourmaline ceramic glaze barrels, which means your hair is positively charged with minimal damage. MERMADE Hair is the brand trusted by celebrities, stylists, salons and influencers across the globe. We lead the pack. We change the game. We create the trends.
The crystal powder tourmaline ceramic glaze barrels produces up to 6x more negative ions than just plain old ceramic barrels. This infuses moisture, decreases breakage and stops hair from getting frizzy!
The size has less to do with your hair length, and more to do with what vibe you're going for. The 32mm waver creates a very large luxe wave, whereas the 25mm waver creates a much smaller wave and is a much lighter tool. Both create a crimp-free look due to the unique design of our triple barrel waver compared to others on the market.
OTHER QUESTIONS
Head to our stockist page to see where you can find MERMADE in-store.
We are located in Perth, Australia with distribution facilities in London, New York and Sydney.
At Mermade Hair we are committed to doing our part to help the environment. Not only are our tools 100% recyclable via an e-waste recycling facility, but our mailer bags and box can be recycled too. Please make sure you do not throw them out in your normal bin, but they can go in your recycling bin. You can also find an e-waste recycling facility to take any electrical tools here: https://recyclingnearyou.com.au/about/