Returns
We want you to love your purchase, but if something’s not quite right, simply log into your account to initiate a returns request. If you checked out as a guest you can return it through our Guest Returns Portal. Please review the policy below before sending anything back.
Return Timeframes
UK Customers:
Refunds: Items must be received within 14 days of delivery.
Store Credit: Items must be received within 28 days of delivery
International Customers
Refunds or Store Credit: Items must be received within 28 days of delivery
Return Conditions
To be eligible for a return, items must meet the following criteria:
• Returned in original condition: unworn, unwashed, unaltered, and undamaged
• Swimwear must be tried on over underwear and include the protective hygiene strip
• All returns are subject to quality inspection. If the item does not meet our standards, it will be returned to you at your expense
Non-Returnable Items
• Items marked ‘Final Sale’
• Pierced jewellery and headwear due to hygiene reasons
These items are not eligible for refund or store credit under any circumstances unless deemed as faulty.
Refunds & Store Credit
• Full-priced items are eligible for a refund or store credit if all return conditions are met
• Refunds are issued to your original payment method
• Store credit will be issued in the form of a digital gift card and is valid for 1 year from issue.
Return Shipping
• Return shipping costs are the responsibility of the customer, unless the item is confirmed faulty
• We strongly recommend using a trackable postal service
• MERMAIDS is not liable for returns lost in transit and cannot issue refunds or credit for lost items
For any questions or support, feel free to contact our customer service team. We’re here to help!
Final Sale styles are marked as last chance items and will not be restocked. These products are priced to clear and are not eligible for return, unless deemed faulty by our customer service team.
Any unauthorised returns of Final Sale items will be refused upon delivery and sent back to the sender at the customer’s expense.
We kindly ask that you double-check your order before purchasing Final Sale items, as all sales are considered final.
We take great care to ensure every item in our collection reaches you in perfect condition. However, in the rare event that you receive a faulty item, please contact us at hello@mermaids-swimwear.com within 7 days of delivery.
When reaching out, be sure to include:
• Your order number
• Clear photos of the fault
Our customer service team will assess the issue. If the fault is confirmed to be a manufacturing defect, we’ll gladly offer you a replacement or a full refund.
Refunds for faulty items will be processed within 7–10 working days after the return is received at our warehouse, and will be issued via the original payment method.
Unfortunately, our system is unable to process combined returns for multiple orders. To ensure a smooth and timely experience, we kindly ask that you return each order separately.
Combining items from different orders may result in processing delays and could affect the timely issue of your refund.
Thank you for your understanding and cooperation.
We recommend keeping hold of your return tracking number, which will be provided by your chosen carrier at the time of postage. This allows you to monitor the progress of your return.
Once your return is received at our warehouse, please allow up to 7–10 working days for us to process your refund.
If it has been more than 10 working days since your return was delivered and you haven’t received an update, please contact us with the following information:
• Order Number
• Full Name
• Email Address
• Return Tracking Confirmation
• List of Items Returned
Please note: After your refund is processed, it may take an additional 1–10 working days to appear in your account, depending on your bank or payment provider.
Refunds are typically processed within 7–10 working days from the date we receive your return. All refunds will be issued to the original payment method used at checkout.
Please note:
• Each returned item is carefully inspected for quality, which may impact processing time.
• To help avoid delays, ensure your return paperwork is included in the parcel.
• Original shipping fees are non-refundable.
• Any import duties or taxes paid are determined by your local government and are not eligible for refund through MERMAIDS.
We understand the importance of receiving your refund promptly and have dedicated resources to ensure a smooth process.
We’re really sorry if we have made a mistake with your refund.
Please email us at hello@mermaids-swimwear.com with your order details so we can have this looked into for you.