Frequently Asked Questions

Our Office hours are Monday-Friday, 9am to 5pm (UK time) excluding weekends and bank holidays. Our contact number is 01234 352488 or through our Contact Us form.

UK ORDERS

We offer Free delivery service for all UK orders, with a delivery time of 2-4 days.

We also offer expedited delivery via Next Day and 1st Class post.

Orders must be received by 1pm to be sent on the same day.

EUROPEAN ORDERS

Please allow 4-8 working days for delivery.

REST OF THE WORLD

Please allow 5--14 working days for delivery.

We aim to dispatch all orders within one working day (Mon-Fri). 1st Class and Next Day deliveries will be sent out on the same day if ordered before 1pm. Please note that all orders placed between Friday 1pm-Monday 8am, will not be dispatched until Monday.

Our mermaid tails for kids consist of a fabric made mermaid tail costume, that you pull on just as you would do with trousers and a separate monofin. The tail can be bought with or without a mermaid fin. The Monofin is a rigid insert that aids Mermaid swimming and also holds the shape of the tail. All our tails have openings at the bottom so that you could insert a monofin from the bottom. This helps keep your mermaid safe while swimming, as the Monofin can be easily removed. We have found that a mermaid tail open at the bottom is the best choice for safety and maximum flexibility.

Yes, our Mermaid tails are made from swimwear fabric and designed for use in water. However, can also be used at home for play. In both cases, care should be taken to ensure that the tail is not damaged through fabric rubbing on rough surfaces or hot waters, to be used in lukewarm waters to ensure colourfast properties. Failure to follow this is considered normal wear and tear, and not included in our money-back guarantee.

Yes, Mermaid Tails are left open at the bottom, so you can easily remove your monofin and pull up the tail, like a skirt, to walk. Be careful walking is a little restricted due to the naturally snug fit.  Never attempt to walk or hop while still wearing the Monofin.

Please check our size guide for measuring instructions.  Our tails are made from a stretchy fabric, so if you fall in-between sizes – please ensure that you don’t go for the longer tail, as it may appear loose. Size charts are located in each of the Product pages or in the Footer. If you need any further assistance, please contact us via email, Facebook or phone.

We will include the Care instructions with your purchase. Note that the Mermaid Tails are hand wash only. Care and respect of the tail is essential - Damage caused by rubbing against rough surfaces or walking are considered natural effects and not covered in the 30-day guarantee.

This is to allow the Monofin to be inserted for Swimming and removed afterwards. Additionally, so the Monofin is accessible at all times for safety reasons.

There are certain rules on how to begin swimming as a Mermaid. We recommend only strong swimmers are "Mermaid ready". Swimming with your legs “tied” may look inconvenient, however swimming with a monofin is a popular technique used in a professional swimming environment and it doesn’t take long to adjust to that.

If you need a custom order please call us on 01234 352488. 

You are limited only by your imagination! The Swimming Pool, Spa, Beach, Bathtub, Paddling Pool or Sofa are a few of our personal favourites.

Yes, boys and Merboys can wear any of our tails, we also have a Planet Shark collection. 

Yes, many do. Planet Mermaid also runs a variety of experience sessions that consist of 1-hour swimming with a certified instructor, please visit our Mermaid Swimming Experiences page.

This is a great opportunity for you to ensure your child fully experiences all aspects of Mermaid swimming. We run these sessions across the UK and by joining our mailing list or following us on social media we will keep you in touch with our yearly locations - we tend to run 3 every month.

Some public swimming pools do not allow flippers. masks, flotation devices and tails. However, we are aware of many that do, and we actually train public sector instructors to provide swimming sessions on a weekly basis.

We also run mermaid birthday parties from £180+ all you need to do is book a venue for an hour. We have a lot of links with pools across the UK and may be able to assist you depending on location. We also visit private pools as long as they meet our minimum depth and width size. 

If you would like to discuss any of the above please contact events@planetmermaid.com or call 01234 352488

The monofin is a type of swimfin used in many water sports as a swimming aid. A single rigid flat surface is attached to swimmer’s feet to increase efficiency and speed. In the mermaid world, we love monofins for their mermaid-like appearance. We also have a Mermaid Monofin Swim Bag, designed to carry the Monofin, Mermaid Tail and any other Swimming accessories.

Apart from the colour, they are identical.

It's a universal fit so each one will fit a child foot size Kids 11 UK up to Adult 6 UK

All our tails are designed to be used with Magic Fin Monofin by Planet Mermaid, unless it is stated otherwise on a product page.

Our return policy lasts 30 days within your order's original shipment date, during which time we can offer you a full refund or exchange. To be eligible for a refund, the product must be returned in an unused and perfect resalable condition. Please note that all shipping costs are non-refundable. 

Please call 01234 352488 as soon as possible. If your items have not been sent out, we can amend the order. If your items have been sent out, once the items are received please send back the ones you wish to change.

Please call 01234 352488 as soon as possible. If your items have not been sent out, we can cancel your order and issue a full refund. If your items have been sent out, we can issue a full refund once they have been returned to us. If possible we recommend you refuse receipt of items. 

Please use our Contact Us form, providing your full order details.

Often an order fails to go through due to incorrect or incomplete credit card information. The most common problems are using a billing address that does not match the card used or forgetting to include the CVV number. The CVV number is the 3-digit security code usually found on the back of the credit card. Occasionally a credit card will be declined for various other reasons. Orders cannot be processed until payment is accepted.

If the credit card payment is accepted, but the order won't go through, it may be a technical problem with the website. Please use our Contact Us form or call us on 01234 352488

• Please ensure that the correct billing information has been used for your payment card. 

• If your billing information is correct, we recommend contacting your card issuer if you are unable to complete payment.

• If your card issuer confirms that there is no issue with your bank account or card, please contact our customer services team.

We use 'Secure socket layer' (SSL) technology to encrypt your payment card to ensure your details are safe.

The credit cards currently accepted include Visa, MasterCard and American Express. Debit cards currently accepted include Visa Electron, Delta and Maestro. 

We also accept Paypal, Apple Pay and Google Pay payments.

Call 01234 352488, as we can take your order and process the payment over the phone if you are having a problem online.

Please call customer service number 01234 352488 and quote the discount you have been given, we can take the order over the phone and apply the discount if it is valid. 

To stay up to date with our promotional discounts, please follow us on social media or sign up to our  mailing list, which is found at the bottom of our website.

WE OFFER FREE STANDARD DELIVERY ON ALL ORDERS TO CUSTOMERS IN THE UNITED KINGDOM.

First Class Recorded £2.75 - 1-2 Business days*

Next day Delivery £5.75 - 1 Business day*

* Orders must be placed by 11:00am for expedited shipment to be processed within the same day.
Note that we do not process or dispatch any orders on a Saturday, Sunday or a Bank Holiday.

EUROPEAN ORDERS

Please allow 5-8 working days for delivery.

REST OF THE WORLD

Please allow 5--14 working days for delivery.

We currently do not offer a Click and Collect service on our website.

If no person is available to accept delivery, a card will be placed through your door to let you know which course of action has been taken. Actions include:

• Returning your order to the local Postal Service.

• Leaving your order with a neighbour.

• Leaving your order somewhere safe on your property.

Please note that certain items will require a signature as proof of delivery.

All deliveries to destinations outside the UK and EU may be subject to import duties and taxes - each levied by the importing country at the time the delivery arrives in your country. All applicable duties, fees and any additional charges for customs clearance will be the responsibility of the customer.

• We will also require your billing address in order to process payment.

• It is your responsibility to ensure that the delivery address is ready and able to accept delivery of the product(s), and in particular, that there is space for any delivery vehicle to make the delivery.

• We do not accept deliveries to PO Boxes - any order placed for delivery to a PO Box will be cancelled and a full refund provided, so long as the product(s) have been paid for in full at checkout.

• Orders can be delivered to freight forwarding companies, Hotels, B & Bs, storage and relocation companies who are identified by you as taking possession of the order on your behalf. However, unfortunately, Planet Mermaid will not be able to provide a refund for any goods which are damaged following acceptance of the delivery by these locations on your behalf.

If your order is late, please contact our customer services team for further assistance.

International delivery times may vary depending on your chosen delivery country. 

For European and Rest of the world orders, please allow 5-8 working days (Mon-Fri) for your purchase to arrive. If it still hasn't arrived, please contact our customer services team.

We can arrange same-day delivery please call the office on 01234 352488. This is available for UK mainland and prices start from 80+.

If you purchase your items with Next Day Delivery you cannot request it to be left in a safe place or with a neighbour as it requires a signature on delivery. If the item was unsuccessfully delivered, then it will be taken back to the post office and a card will be left with instructions.

If you have requested your parcel to be left in a safe place we do pass this information on to the courier. It is at the courier's discretion where the parcel is left. If the parcel is lost/stolen while in the ‘safe place’ designated by you, we cannot be held accountable.

We can send your purchases to a hotel, but we require the full hotel name, hotel address, room number and your full name. We also require you to alert the reception desk and concierge of the delivery.

Please alert us by calling 01234 352488 as soon as possible. If the items have not been sent out by our dispatch team yet we can amend the order with the correct delivery address. If the items have already been sent out, we cannot take responsibility for its delivery destination.

Please check if a card has been left by the courier that advises of the whereabouts of your purchase. If no card has been left, please check your ‘safe places’. Please also check with your neighbours or houses close by. If you still can’t locate your items, please call 01234 352488 or email support@planetmermaid.com with the subject heading missing item and order number. 

Upon placing your order you will receive an email within 15 minutes, although during busy periods this can take longer.

Please save or print your order confirmation as proof of purchase. Throughout the order process, you will continue to receive regular email updates.

Please accept our apologies, occasionally we have to cancel orders for a number of reasons:

Product unavailability: We try to get as much choice as possible onto our website, and occasionally we have to cancel orders when we have sold out of the relevant products during busy periods.

Failed security checks: Orders may also be cancelled if security checks are failed; there are multiple reasons this can occur. Please contact our Customer services team for further details.

Customer cancellation: If you have requested to cancel part or all of your order.

Cancelling your order:

• Yes, you can cancel your purchase within 14 days of receiving your order. However, once payment has been processed, orders cannot be stopped. In order to cancel your order, you will be required to return your parcel with 28 days. Alternatively, you can refuse delivery once the parcel arrives. 

Changing delivery information for your order:

• Unfortunately, this is not possible once the order has been placed.

Adding items to your order:

• Please place a new order for these items.

To view your past orders, please log into my online shopping account

We aim to dispatch all orders within one working day (Mon-Fri). 1st Class and Next Day deliveries will be sent out on same-day if ordered before 1pm. Please note that all orders placed between Friday 1pm-Monday 8am, will not be dispatched until Monday.

Unfortunately, once the purchase is made a discount code cannot be applied retrospectively. The code must be entered into the discount field at the time of check out.

No, only one discount code can be applied to one transaction.

Please call 01234 352488 as soon as possible. If your items have not been sent out, we can cancel your order and issue a full refund. If your items have been sent out, we can issue a full refund once they have been returned to us. If possible we recommend you refuse receipt of items. 

Please call 01234 352488 as soon as possible. If your items have not been sent out, we can amend the order. If your items have been sent out, once the items are received please send back the ones you wish to change.

We are an online store only. But watch this space! 

Please call our customer service number 01234 352488 and they will assist you with re-sending the confirmation email.

Yes, Mermaid tops are also sold separately. This is ideal if you need to purchase a different size top than the Mermaid tail you require.

Please call customer service number 01234 352488 and quote your order details. We can then send you your discount code. 

Please select ‘Unbranded packaging’ when you are adding your items to your basket. 

Yes, we sell two sizes of gift boxes 

Please email partners@planetmermaid.com to speak to our Sales team 

Please email partners@planetmermaid.com to speak to our Sales team

Please email our customer service team on support@mermaidstail.co.uk with full order details and photos of the issue. We require photos to assist our production team, without images we cannot advise on the issue.

Please do not return your items if they are out of the 30-day refund period as they will not be accepted and will be sent back to you.

We do not provide return postage.

You can return your purchase in any appropriate parcel or mailing bag, you do not need to send the items back in the original packaging if you no longer have it.

We strongly recommend all items are sent back to us tracked, as we cannot take responsibility if an item is lost in transit. We cannot exchange/refund an item without receiving the original item back first.

No, we do not reimburse the original postage costs applied when we sent the original items out even if the item is returned to us.

If you do not have the invoice provided in the delivered parcel you can still send the items back providing, they are in policy and are in the condition they were sent in. Please send the items back with a note with your full name, postal address, email and phone number. 

Not if you are exchanging the items for a size up or down but anything more than one size up will incur an extra charge. If you have selected the wrong size item when ordering, you may be charged the additional price if an exchange is required. 

If you are returning the Fabric Tail for an exchange, then you do not need to send the  Magic Fin Monofin back with it. 

We aim to process the returns within 24 hours of receiving them, the exchange will be sent out the same day the return is processed. However, during peak periods there may be a delay. 

Yes, you must send any item back you wish to exchange first. Only once we receive the original items we can send out the exchange.

Our Office hours are Monday-Friday, 9am to 5pm, excluding weekends and bank holidays. Our contact number is 01234 352488.

If you can provide your full name and the postcode of your delivery address, we can assist you with a query about your order.

When calling the customer service team, you will be asked for your order number, full name or postcode of the delivery address. If you are unable to provide these details, we reserve the right to refuse to speak to you about the details of the purchase.