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Help Centre

From mermaid tail size charts to shipping fees

Mermaid Tails

What does a mermaid tail consist of?

Are Mermaid Tails suitable for Swimming and/or Cosplay?

What size mermaid tail do I need?

What are the Care instructions for a Mermaid Tail?

Why is the Mermaid Tail open at the bottom?

How can I swim wearing a mermaid tail?

Can I use my own monofin with your tails?

What if I can’t find my child’s size?

Where can I use a mermaid tail?

Can boys wear the Fabric Tails and Monofins?

Monofins

What is a monofin and can I buy it separately?

My child is 3-4 years old and monofin option is not available?

What size monofin do I need?

Are monofins safe?

What if my feet are bigger than UK size 6?

How far are the feet suppose to go into the Magic Monofin?

Is it hard to do mermaid swimming?

I want to buy a separate Monofin Sleeve?

Payment Information

Why has my card not been authorised?

What security do you provide for online purchases?

Which forms of payment do you accept?

I am not able to make an online payment?

I’ve been given a discount, but it doesn't work and I can’t apply it to my order?

How can I stay up to date with your promotional discounts?

Home Delivery

Delivery options

Click and Collect

What happens if I am out when my order arrives?

Will I be charged any additional fees for international orders?

Can I order a delivery to go to my place of work, or another address?

My UK home order is late, what should I do?

My international order is late, what should I do?

Do you do Same Day Delivery?

Can a Next Day Delivery parcel be left with a neighbour or in a safe place?

I requested my item to be left in a safe place, but it was not left where I specified?

Can you send my items to a hotel?

I have entered my delivery address wrong when I checked out?

What if my item is marked as delivered but I have not received it?

Order information

When will I receive my order confirmation email?

My order has been cancelled

Can I cancel or change my order?

Can I see my order history?

When will my order be dispatched?

Can a discount code be applied retrospectively?

Can two discount codes be applied to one order?

I need to cancel my order?

I need to amend my order?

Do you have a physical store I can purchase Planet Mermaid Goods?

I have ordered my items, but I have not received a confirmation email?

Can I purchase a different size top to the tail?

I have completed my product review, but I have not received my discount code?

I do not want branded packaging as my items are getting delivered to my home address?

Do you sell gift boxes?

I want to buy the Fabric Tails and Monofins in bulk?

How do I become a stockist?

Returns, refunds and exchanges

Can I return my item?

I have an issue with my product what do I do?

I want to return my item’s but I am out of the 30 day refund period, can I still return it?

Do you provide return postage?

What do I return my items in?

Should I send my items back to Planet Mermaid via tracked delivery?

Do you reimburse postage for returned goods?

Can I return the items if I am in the 30 days policy but do not have a proof of purchase?

Will there be an extra cost to exchange an item for a bigger size?

Do I need to send the Monofin back if I am exchanging the Fabric Tail?

How long do I have to wait before an exchange is sent out to me?

Do I have to send the items back before I receive an exchange?

Customer Services

Do you have a contact number?

I do not have a customer reference number, can customer service still help me?

I cannot confirm any order details; can I still know the purchase details?

I do not want to receive emails from Planet Mermaid anymore!

How long will I have to wait to receive an email back?

Is the office open over the bank holidays?

News & Updates