Returns/Custom-Made Product Policy

 

Please Note:
Each item in our shop is designed by owner-artist Dorothy Obie-Sylvia. While Mermery Designs is an independent, artist-run brand—not a mass retail company—production is fulfilled through trusted third-party print partners based in the U.S. and internationally. Unless otherwise stated, all items are made-to-order using methods such as sublimation printing, embroidery, or screen printing.

Because our products are custom made, they fall under custom order laws and protections. 

Custom-Made Product Policy

Under U.S. consumer protection laws, particularly the Federal Trade Commission (FTC) guidelines and most state return laws, custom-made or made-to-order items are generally exempt from standard return or refund requirements. This means that once a custom order is placed, businesses are not legally required to accept returns or offer refunds—unless the item is defective or does not match the description.

At Mermery Designs, nearly all items are made-to-order, meaning they are produced individually after an order is placed. These products are considered custom goods because they are created specifically for each customer and are not kept in bulk inventory.

Your Rights & Our Promise

We follow all applicable laws related to custom orders and consumer rights. While all custom-made items are final sale, Mermery Designs will gladly address any concerns related to:

  • Print quality or production error

  • Wrong item received

  • Manufacturing defects

If you receive an item with a verified issue, please contact us within 7 days of delivery with photos and a description so we can make it right.

Non-Returnable items

All items in the store are custom made and thus non-returnable and nonrefundable. 

Sizing & Fabric Reminder

We kindly remind our customers that it is their responsibility to review sizing charts and fabric descriptions carefully before placing an order. Because most items are made-to-order, we are unable to accept returns or exchanges based on size or fabric preference.

If you're unsure about fit or material, we’re happy to help—please feel free to reach out before you order.

Thank you for supporting slow fashion and artist-led design.

Cancelations

If you would like to update your order information, or cancel the order all together, you have approximately 24 hours from the time of purchase to cancel the order. Any time after this the item will be in production and you will be unable to cancel.  Please contact us using the store contact form provided.

Defective Items
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or is the wrong item so that we can evaluate the issue and make it right.

 To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. You must contact the store within 7 days of receiving the item in order to be eligible for returns due to damages or errors.