Oh hello, mermaid!


On this page, you find the answers to many of your questions. If yours is missing, you are always welcome to drop us an email at customerservice@mermaid-stories.com.

Mermaid Stories - Help and FAQ

ORDERS & DELIVERY


To which countries do you deliver?

We currently ship to the following countries:

Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and Sweden.

(For deliveries to Switzerland, please order directly at our partner Blickfang, who will take care of customs etc.) 


What is the delivery cost?
Oh happy day - we offer free shipping to everyone in the countries mentioned above!

How do you deliver and how long does it take?

We want you to receive your beautiful new watch as quickly as possible. Therefore, we work with different carriers, depending on where you live. They fly over seas, they swim the oceans for you. In particular, we work with PostNord for most of the Nordic countries and with GLS for international deliveries. For most countries, the shipping time is only 2-5 working days after you have received the message that your package is on its way. Just ask us if in doubt or if you have to meet a specific date.

Can I track my order?

From our home town Copenhagen, you can follow your package as soon as it has left our warehouse. You will then automatically receive a track-and-trace-code (called T&T) that is your magic code to following your watch. If you are missing yours, check your spam filter, too. 

 

PRODUCT


What kind of leather do you use for the straps?

For the Mermaid Stories watch straps, we use high quality vegetable tanned leather. Interested in more details? Have a look at how our leather will develop its own patina and how to take care of it. 

Are the Mermaid Stories watch cases nickel-free?

Yes, they are.

What measurements do the leather watch straps have?

For a detailed view of the watch straps made of leather, just head over to any of our strap descriptions to have closer look on the details and measurements

What does "waterproof 3ATM" mean?

Even though we're called Mermaid Stories, our watches are not made to go swimming with them. Keep them on land, and do not take them with you into the shower. Sprinkles and a little moist are okay. But avoid water to keep your watch safe and to protect its strap from stains.

 

SHOPPING


What payment methods do you offer?

In our online store, you can pay with MasterCard, Visa or Amex. All transactions are secure and encrypted. Credit card information is never stored.

 

Can I buy the Mermaid Stories watches in a physical store?

Yes, you can! We will soon update the list of retailers where you can personally have a look at the Mermaid Stories watches. So far, please just send us an email to find out about the nearest retailer to you.

To be in the know about our occasional pop-up stores or design fairs, sign up for the mermaid news (scroll down the page to the newsletter field) and be always updated. Or follow us on Instagram and Facebook.

 

WARRANTY


How long is the warranty period?

Every Mermaid Stories watch comes with a warranty of two years from the date of your purchase. 

Are there any defects that the warranty doesn't cover?

Our warranty covers manufacturing defects on the watch itself (movement and case). Other parts than the above are not covered by this warranty. Please note that especially the vegetable tanned leather used for our watch straps is excluded from warranty claims, as it lies in its nature that it will change colors and/or bleach over time. You can consult our dedicated leather page to learn more about the characteristics of natural leather.

Please note that the warranty does not apply to:

  • Failure or damage caused by inattention, carelessness or improper use (for example crushing, knocking, denting, scratching, bouncing, falling).
  • Failure or damage caused by unjustifiable repair or modification of a third party without the prior written permission of Mermaid Stories.
  • Failure or damage cause by fire or water, or natural forces/disasters such as earthquakes. 
  • Aesthetic changes that occur during normal wear and tear and aging. This for example includes the alteration of the color of the strap, scratches on the case or peeling of the plating on the case.
  • Battery replacement, also during the warranty term.

 

How is the process when I want to make use of the warranty?

To get a replacement under our warranty, please contact us at customerservice@mermaid-stories.com. In your e-mail, please write “Reclaim of purchase” as subject of the email and specify your full name, address, order number and a detailed description of the issue. We will then get in contact with you as soon as possible.