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When placing and fulfilling an order through our website it constitutes as an acknowledgment to the below information.

Can I Return my Item for a Refund or Exchange?

If for any reason you are not completely obsessed with your purchase with us at Mermaids, we will happily accept a return on any full priced items for a refund. For hygiene reasons, some items including all pierced jewellery, hair accessories and swimwear if the hygiene seal has been broken or removed are non-returnable under any circumstances. If this is applicable it will be stated on the product page of the item.

Unfortunately due to our products frequently selling out, we cannot provide the option of an exchange at this time. If you do require a replacement size, colour or alternative item/s we advise you place a new item whilst that item is in stock.

Can I return Final Sale or Made to Order Items?

Unfortunately final sale or made to order items cannot be returned for a refund, unless the item received is faulty or your order was fulfilled incorrectly. 

How long after purchase can i make a Return?

Returned items must be received within 14-days of receipt for UK orders and within 30 days of receipt for EU/international orders.

How does the Coronavirus affect my return?

We know the last thing on your mind during an illness or self-isolation will be posting back your return so we’ve made some changes to our returns policy!

If you are a UK customer and your order is received back to us after our 14 day refund policy but between 14-28 days from receipt of delivery –  we are now offering store credit to be used with us at a later date in the form of a coupon code. 

EU/ International Customers: If you are a EU/International customer and your order is received back to us after our 30day refund policy but between 30-40 days from receipt of delivery – we are now offering store credit to be used with us at a later date in the form of a coupon code.

Any orders received after these times may be denied and returned to sender. For more information on this, feel free to contact our super-friendly customer service advisors via email or social media. Stay safe!

How to Return:

1. Please do your best to try on, handle and repackage the items with care. Any merchandise returned must be received back in its original condition – this means it must be unworn, undamaged, free of makeup, pet hairs, deodorant and perfume and returned in its original packaging as recevied. Any orders received back that do not meet our requirements as advised above may be denied and returned to sender.

2. Please fill-in and include the returns form (found on your order note in with your parcel) along with your returned item/s to enable us to identify you and process your return as quickly as possible. – If this is not present, a written note with all your details will be sufficient.

3. We always recommend returning your items via a recorded service as we unfortunately can’t be held responsible for any items that do not reach us.




Can I Check the Progress of my Return?

Please track your return using the tracking number on the receipt given to you via the service you have used to return your order. 

Once we receive your return, we take up to 15 working days to process your refund or exchange.  If your order was delivered to us more than 15 working days ago and you’ve not heard anything please get in touch below with the following info:

   Order number, Full name and email address, Return tracking details and Item(s) returned.

How long does a Refund take?

We aim to process all returns within 15 working days of delivery to us, at which time we will issue a full refund or store credit and will follow up with a return confirmation e-mail. The refund will be processed back to your original method of payment. Please note we do not contact you when an item arrives back to us, but only once your refund / exchange has been issued.

I Returned an item that was Incorrectly refunded – what do I do?

We’re really sorry if we’ve made a mistake with your refund. Please send us a message so we can fix this for you right away.

Am I still able to return my item if there is make-up or fake tan marks?

Unfortunately we’re only able to accept returns back in the immaculate condition they were received in.

Am I still able to return my item if I have misplaced the original packaging it came in?

As explained above unfortunately we’re only able to accept items back returned in their original packaging and condition as received.

I have received a faulty/ incorrect item in my order – what do I do?

We are truly sorry if you have received a damaged or incorrect item from us. Please send us an image within 48hrs of receving so we can look into this & organise for a replacement or the correct item to be sent to you!

Do you offer free Returns at Mermaids?

We’re unable to cover return postage costs unless your item is faulty. Customers are urged to hold onto proof of postage as we’re also not responsible for returns lost in the post. If you paid for shipping at the time of your original order, you will not be credited the cost of shipping when we receive your return.

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