FREQUENTLY ASKED QUESTIONS
When placing and fulfilling an order through our website it constitutes as an acknowledgment to the below information.
Can I cancel or change my order after I have placed it?
We know our customers want their items ASAP so as soon as your order is placed, our team work hard to ensure that this is dispatched as quickly as possible! Unfortunately, this does mean that we’re not always able to change any order details once the order has been confirmed (so always double check before you click confirm!) If you need details amending or the order cancelling, please send over the order number and what exactly needs to be changed/cancelled to firstname.lastname@example.org and we’ll try our best to sort this for you!
Why have I received a refund but I haven’t cancelled or Returned my order?
In the unlikely event you have received a refund you have not requested, this will be because the item has unfortunately been found to be out of stock when we came to pick your order. We can only apologise for this and will provide a full refund on the unavailable item and dispatch the rest of your order ASAP! If you have only ordered one item, a full refund including shipping fees paid with be refunded.
If your order includes multiple items and one (or more) of the items are out of stock: we will go ahead and ship the rest of your order, issuing a refund to your original form of payment for the item(s) not in stock.
When will you be restocking?
Our items are popular and can sell out quickly but don’t be disheartened as we restock regularly and our newest items are generally restocked within 2-week periods. We can’t provide exact restock dates but if there’s a particular item you’re waiting on, please sign up to the back in stock notification of this item and we’ll then let you know when it has been restocked so you can be one of the first to get your hands on it! We’d also recommend checking back on our website regularly as we restock returns daily! Be sure to keep an eye on our New Arrivals section for all our latest drops!
How do I track my order?
Once your order has been dispatched, you’ll receive an email with a link to the courier website. Here, you’ll be able to track your delivery whilst it is in transit and out for delivery.
Where is my order being dispatched from?
All orders are shipped from our warehouse in the UK.
How do Pre Orders work?
From time to time, we will offer products available as a “pre order” item. Pre-orders provide our customers with the opportunity to be one step ahead and secure a product before the stock has arrived at the studio. Pre orders require full payment at the time of purchase and you can find the estimated delivery date for any pre order item on the product page (unfortunately exact delivery dates cannot be guaranteed and these are estimates only).You will receive a shipment notification email once the pre-order items have been dispatched.
I ordered both in stock and pre order items in one order – will they be shipped separately?
Please be mindful if you place an order that contains in stock items along with a pre order item, we will ship your order only once all items are available to be dispatched. If you do require the in stock items sooner, we would advise you placing two separate orders to ensure this is possible.
A confirmation email hasn’t came through – has my order been successful?
Please allow a few minutes to receive a confirmation email from your order. Depending on your settings and host, your mail may have been directed to a junk or ‘Promotions’ folder. Please check here first before contacting us.
The tracking on my Order is showing delivered but I haven’t received my order?
If you are experiencing a non-delivery or your tracking information states that your package was delivered by the carrier but you have not received it; you must contact us within 10 days to file a claim.
We will assist you in working with the carrier to complete the claims process. Please note: Claims can take up to 30 days to complete.
Mermaids Swimwear does not hold or accept responsibility for packages that have been reported as delivered by the carrier.