Shipping and Returns
UK shipping is free over £55.
Under £55 parcels and MERch will be sent with Royal Mail Tracked 24 at £3.95.
International shipping (Europe and Worldwide) is £50 and sent with DHL Express.
Parcels usually arrive within 3-7 days. Please note that The Mermaid's Tail Ltd and DHL have no control over the length of time parcels are held in customs, and cannot accept resonsibility for delays due to customs.
Please note that most parcels shipped internationally from the UK will incur customs fees and taxes. These are payable by the customer. The Mermaid's Tail will not offer refunds due to non payment of fees. Any return shipping or storage costs incurred due to non payment of customs fees will be the responsibility of the customer.
As we are a small family business please allow up to 7 working days for items to be posted. However we will always endeavour to post as soon as possible, usually within 3 working days.
As our mermaid tail skins and silicone tops are custom made to your measurements and/or specification, we regrettably do not offer returns, refunds or exchanges on these products. Please measure carefully both when sending measurements for tails, and when comparing to silicone top measurements (shown in listings). If you feel there has been a significant error in tail measurements, please contact us within 14 days of receiving your tail and we will endeavour to resolve the issue. Please read the care guidance for tails and tops. Due to sublimation printing being colours printed onto a white base fabric, scuffing can occur on rough pool surfaces and while some scuffing is inevitable with use, checking pool surfaces prior to use is recommended to minimise this.
We hope you love your MERch, but if for whatever reason you are not happy with it, please let us know via our email themermaidstailuk@gmail.com as soon as possible, and at the latest within 14 days of receiving your goods, so we can organise a return or exchange. Returns must be made within 14 days of confirmation of a return. Return shipping charges are the responsibility of the buyer and non-refundable. We would recommend sending returned good tracked. Goods must be returned in the same condition they were received. we will be unable to accept returns for goods that are in any way damaged, stained (perfumes, makeup or deodorant) or washed. We will make refunds via the same method and to the same account that the initial payment was made. Exchanges can be made where products in alternative sizes are available.