RETURNS
We hope you love your order. If it’s not quite right, returning is simple.
RETURN TIMEFRAMES
UK CUSTOMERS
Refund – Within 14 days
Store credit – Within 28 days
INTERNATIONAL CUSTOMERS
Refund or store credit – Within 28 dayTimeframes are measured from the date your order is delivered.
Items must be received within the stated period.
BEFORE YOU RETURN
Return Conditions
To be eligible for a return, items must be:
- Unworn, unwashed, unaltered and undamaged.
- Returned in their original condition with all tags attached.
- Free from marks, make-up, fake tan, deodorant, odours or signs of wear.
- Swimwear must be tried on over underwear and returned with the protective hygiene strip intact.
All returns are inspected on arrival. Items that do not meet these conditions may be returned to the customer at their expense.
Non-Returnable Items
The following items cannot be returned for a refund or store credit:
- Items marked Final Sale.
- Pierced jewellery.
- Headwear, for hygiene reasons.
- Swimwear returned without its protective hygiene strip.
- Items showing signs of wear, washing, alteration or damage.
These exclusions do not affect your rights if an item is confirmed as faulty.
How to Return Your Order
If you have a MERMAIDS account, log in and submit your return request from your account.
If you checked out as a guest, select “Guest Return” and enter your order details through our returns portal.
Please include all required return paperwork in your parcel. Items from different order numbers must be returned separately, as combined returns may cause processing delays.
Refunds & Store Credit
Refunds are issued to the original payment method used at checkout.
Store credit is provided as a digital gift card and is valid for one year from the date of issue.
Once your return reaches our warehouse, please allow 7–10 working days for inspection and processing. Your bank or payment provider may take an additional 1–10 working days to display the refund.
Original delivery charges, customs duties and import taxes are non-refundable.
Return Shipping
Return shipping costs are the customer’s responsibility unless the item is confirmed as faulty.
We strongly recommend using a tracked service and retaining your proof of postage until your return has been processed.
MERMAIDS cannot issue a refund or store credit for returns lost in transit.
Faulty or Incorrect Items
If you receive a faulty or incorrect item, please contact hello@mermaids-swimwear.com within seven days of delivery.
Please include:
- Your order number.
- The name of the affected item.
- Clear photographs showing the fault or incorrect item.
Our customer-care team will assess the issue and advise you on the next steps. If a manufacturing fault is confirmed, we’ll offer a suitable replacement or refund.
Tracking Your Return & Refund
Please use your return tracking number to confirm when your parcel reaches our warehouse.
Once delivered, allow up to 10 working days for your return to be processed. If more than 10 working days have passed, contact us with:
- Your order number.
- Full name and email address.
- Return tracking confirmation.
- A list of the items returned.
If your refund amount appears incorrect, contact us with your order details so our team can investigate.
STILL NEED HELP?
Our customer care team are here for you.