FREQUENTLY ASKED QUESTIONS
Can I change or cancel my order?
We begin processing orders as soon as they are placed. If your order has not yet been dispatched, please contact us as soon as possible and we’ll do our best to help. Once dispatched, we’re unable to amend or cancel your order.
I haven’t received my order confirmation. What should I do?
Please check your junk or spam folder first. If you still can’t find your confirmation, contact us at hello@mermaids-swimwear.com with your full name and the email address used at checkout.
Which payment methods do you accept?
We accept all major credit and debit cards, PayPal and Apple Pay. Available payment options will be displayed at checkout.
Which currencies can I shop in?
You can shop in GBP, USD, EUR and AUD. Select your preferred currency using the currency menu on our website.
Why does the final price change when I select my country?
Prices may vary depending on your delivery destination, local taxes and selected currency. Your final order total will always be displayed before payment.
Can I use more than one discount code?
Only one promotional code can be applied per order. Discount codes cannot be combined with another promotion unless expressly stated.
Why hasn’t my discount code worked?
Please check that the code has been entered correctly and that your order meets the promotion’s terms. Some discount codes exclude sale items or selected collections and cannot be combined with another offer.
Why have I been charged twice?
Only one payment should be taken for each completed order. Occasionally, an additional pending authorisation may appear temporarily. If two completed payments remain visible, please contact us with your order number so we can investigate.
Where do you dispatch orders from?
All orders are prepared and dispatched from our UK warehouse.
Where do you deliver?
We deliver to most international destinations. Delivery is currently suspended to Ukraine, Belarus and Russia. Available delivery options will be shown at checkout.
What delivery options are available?
We offer Standard Tracked and Express delivery to most destinations. Available services, prices and estimated delivery times are displayed at checkout and on our Shipping page.
When will my order be dispatched?
Orders are processed Monday to Friday, excluding UK bank holidays. Orders placed after 2pm, at weekends or on bank holidays will be processed on the next working day.
How can I track my order?
Once your order has been dispatched, you’ll receive a shipping confirmation email containing your tracking information. Please allow a little time for the tracking link to update after receiving your email.
Will I have to pay customs duties or import charges?
International orders may be subject to local customs duties, taxes or import charges. These are determined by the destination country and are the customer’s responsibility.
My tracking says delivered, but I haven’t received my parcel. What should I do?
Please check around your property, with household members and with neighbours before contacting the carrier. If you still can’t locate your parcel, contact us within seven days and we’ll help you raise an investigation.
My parcel is delayed. What should I do?
Tracking can occasionally take longer to update, particularly during busy periods or customs clearance. Please continue monitoring your tracking and contact us if your parcel has not arrived within the estimated delivery window.
Do you offer exchanges?
We don’t currently offer direct exchanges. If you would like a different size or colour, please return your original item in line with our Returns policy and place a new order.
How long do I have to return an item?
UK customers must return items within 14 days of delivery for a refund or within 28 days for store credit. International returns must be received within 28 days for either a refund or store credit. Returns policy
How do I start a return?
If you have an account, log in to submit your return request. If you checked out as a guest, use our Guest Returns portal. Please review the return conditions before posting your item.
What condition must my return be in?
Items must be unworn, unwashed, unaltered and returned in their original condition. Swimwear must retain its protective hygiene strip and should only be tried on over underwear.
Are return shipping costs covered?
Return shipping costs are the customer’s responsibility unless an item is confirmed as faulty. We strongly recommend using a tracked service and retaining your proof of postage.
Can I return a Final Sale item?
Items marked Final Sale cannot be returned for a refund or store credit unless they are confirmed as faulty.
How long will my refund take?
Once your return reaches our warehouse, please allow 7–10 working days for inspection and processing. Your payment provider may then take an additional 1–10 working days to display the funds in your account.
What should I do if my item is faulty?
Please contact hello@mermaids-swimwear.com within seven days of delivery, including your order number and clear photographs of the fault. Our team will review the issue and advise you on the next steps.
How do I choose the right size?
Please refer to the size guide available on each product page. Individual fit notes are also included where a style runs smaller, larger or differently from our standard sizing.
What should I do if I’m between sizes?
Please check the fit guidance on the individual product page. If a style is described as a smaller fit or you prefer more coverage, we generally recommend choosing the larger size.
Can I choose different sizes for bikini tops and bottoms?
Styles sold as a set are supplied in one selected size and cannot currently be mixed or purchased as separates. If you’re between sizes, please check the individual product’s fit guidance before ordering.
When will an item be restocked?
Select your preferred size on the product page and sign up for a restock notification. You’ll receive an email if the style becomes available again. Some limited-edition and Final Sale styles may not be restocked.
How should I care for my swimwear?
Rinse swimwear in cool water after use and gently hand wash using a mild detergent. Dry naturally away from direct sunlight. Avoid bleach, tumble drying, ironing and prolonged contact with chlorine, oils or rough surfaces.
How should I care for crochet and delicate resortwear?
Follow the care label inside your garment. We recommend gentle hand washing and storing delicate or crochet pieces folded to help preserve their shape. Avoid hanging heavy knit or crochet garments for extended periods.
Are your product colours accurate online?
We make every effort to display colours accurately. However, shades may appear slightly different depending on your screen settings, lighting and the nature of the fabric.
STILL NEED HELP?
Our customer care team are here for you.