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Frequently asked questions


If you cant find it explained any where else on the site maybe its answered here!


Customer care


Ordering


Delivery


Cancellations & returns


Wholesale


Viewing the site



Customer care


How do I contact Customer Care?


If you have a question that is not answered on our Site you can contacts in various ways. We will endeavour to respond as soon as possible.


You can email Customer Care at the following address:



Or you can call us on the following number:



Company Registration Details


Our registered company details are in the UK are:


Credits




Ordering [top]


How do I search for a specific item or category?


You can browse the site via the top menu bar and look through the various categories, like Bikini Tops or One-pieces.


You may find sale item within the site - please note that we cannot guarantee that these prices will be equivalent or equal to offline stores or boutiques when they go on sale.


How do I know what is in stock?


We update our stock regularly - items not in stock cannot be added to your shopping bag.


Please be aware that even if the product is in your shopping bag, it isn't reserved and can be bought by another customer while you are browsing.


What if an item is out of stock?


If you love something, we do from time to time receive new stock on certain items, so please email Customer Care at customercare@mermaidinengland.com with any requests and we'll do our best to help.


How do I know that an item will fit?


Size guide for Adults:


As you will be aware, many countries have different sizing systems. To simplify things, we have interpreted the various sizes British, French, Italian, and American into a standardized XS, S, M and L system. To find out your size please see the below size guide:


SizesUSUKItalyFrance/GermanyAustralia

Extra Small (XS)2-46-838-4034-366-8
Small (S)4-68-1040-4236-388-10
Medium (M)6-810-1242-4438-4010-12
Large (L)8-1012-1444-4640-4212-14

Should a particular purchase not fit you properly, you can exchange it for a different size. Please follow the instructions given in the Returns Policy shown below.


How do I make a purchase?


When you've found an item that you want to buy, just choose the size you want from the pull down tab and then click on the 'Add this to my shopping bag' button.


You may review the items you have chosen in your shopping bag at any time by clicking on the 'shopping bag' link on the top right of the page. To delete an item from your bag, click on the 'X' button next to the relevant item. To change the quantity of any item, just locate it on the site and add it again.


To resume shopping after viewing your shopping bag, click the 'Carry on shopping' button. Please be aware that when the item is in your shopping bag another customer can still purchase it.


If you finished shopping, press the 'Check out your basket button to finalize your order and pay for your purchases.


What currencies can I pay in?


The website can display prices in GBP, USD, EUR or AUD. Once you have placed your order, secure payment can be made through WorldPay (for orders in GBP and USD), or PayPal (all currencies).


What payment methods do you accept?


We accept Visa, Visa Electron, Master Card, JCB and Solo debit cards. Payment will be debited and cleared from your account upon receipt of your order.


Is it safe to use my credit card on your site?


Yes. We do not take or store any card payment information. All payments are directed to either WorldPay or PayPal (at the customers choice), and processed through their secure servers. We are committed to the security of your banking details and transaction history.


Can I order by phone?


At this time all orders must be placed by via the Site. If you have any queries or are having any problems with our Site, then please email us customercare@mermaidinengland.com


How will I know you received my order?


After you place your order, we will send you an email confirming that your order has been placed. However, this does not mean your order has been accepted by us. Your order will be accepted once your item has been shipped.



Delivery [top]


How much will I be charged for shipping?


Delivery charges for standard postage are specified below and also when you place your order:



Prices above are for orders of up to 2 items, add an additional $1.75 for each item after that


Delivery on orders $175.00 or more is free!



How soon can I get my order?


Mermaid In England delivers in the UK via Royal Mail and worldwide via Airmail International Signed For. Estimated delivery times are specified below:


UK: 2-3 Days to Deliver: We will endeavor to deliver packages within 3 business days to our customers living in the UK.


UK: Royal Mail Next-day Delivery: Items must be ordered and the transaction completed by 12pm to qualify for next day delivery.


Europe and Worldwide: 3-5 Days to Deliver: We will endeavor to deliver packages within 5 business days to our customers living outside the UK.


Where do you ship to?


We do our best to deliver worldwide. In the unlikely event that we cannot deliver to your destination we will send you an email shortly after you place your order. If this occurs the full amount of the invoice is returned to your credit card account.


Will there be additional duties or taxes payable on my purchase?


In relation to orders inside Great Britain, the prices quoted are in British pounds sterling and include VAT.


The prices quoted do not include any additional taxes or duties. You are responsible for payment of any local duties or taxes which may be payable on entry of your order into the relevant country.


Do you deliver to PO Box addresses?


Unfortunately, we cannot deliver to PO Box addresses.


Do you deliver to multiple addresses?


Items in your shopping bag can be delivered to one address only.


However, if you wish to make an order for multiple addresses, then please email customercare@mermaidinengland.com prior to making an order and we will do our best to accommodate your request.



Cancellations & Returns Policy [top]


Can I cancel my order once made?


You may cancel your order at any time up until 8 days after you have received your package by emailing customercare@mermaidinengland.com .


Unfortunately once an order has been placed we are unable to prevent you being charged or the item being shipped. Therefore, when you have received your package please return it in accordance with the instructions given in the Returns Policy as shown below.


How do I cancel my order?


You may cancel your order at any time up until 8 days after you have received your package by contacting customer services:


You can email Customer Care at the following address:



Or you can call us on the following number:




How do I return or exchange an item?


Please do not attempt to return any item without a valid return number. You can obtain a return/exchange number by emailing customercare@mermaidinengland.com. Returns after 14 days will not be accepted.Parcels without a valid return number will not be accepted.


If for any reason you wish to reurn an item of swimwear please read the following list before attempting a return, this will prevent any dissapointment or delay when dealing with your return/exchange.



Please allow 14 days for refund to be processed and refunded to your card. We will send you an email to let you know when the refund has been processed.


Return postage fees cannot be refunded unless the reason for the return of the goods was due to an error made by us. If the error is ours we will then refund postage costs up to a maximum of the postage price you originally paid on your order.


You can email Customer Care at the following address:



Or you can call us on the following number:





Wholesale [top]


How do I become a seller of your products?


If you are interested in selling Mermaid in England AquaChange Swimwear in your shop then click on the link below and download our catalogue - inside are all the details you need.


Click here to download our catalogue in PDF format - sorry, we've temporarily disabled the link while we update the catalogue!



Viewing the Site [top]


I'm having trouble viewing the site - what's the best view?


The Site is best viewed in 1024x768 resolution or higher. Even in 1024 x 768 resolution please ensure that Menu bar, Address bar, etc present above the viewing area does not exceed 3 rows. And the Status bar, etc present below the viewing area do not exceed 2 rows (see below).


How do I change my monitor resolution?


Windows users can change the resolution of their monitor by right clicking the mouse on the desk top & selecting 'Properties'. You will get the following Control Panel, where you open the Settings tab. Under Screen Area, the Slide Rule controls the Resolution.


What browsers does the Mermaid In England site support?


Browsers that support this site are Internet Explorer, Safari, Chrome & Firefox, although other browsers have been tested and will work.