FAQ

How long do orders take? 
Made-to-order items manufacturing take between 6 to 8 weeks + shipping time. In-stock items processing time take 3 to 5 business days + shipping time.

If you purchase an in-stock item, such as a monofin, with a made-to-order item, such as a mermaid tail, all items will be shipped together in one package. If you order this combo above plus apparel items. The apparel items will be processed through our third party supplier and ship independently from the rest of the order. With the apparel likely arriving earlier than the rest of the order.

What currency is your site in?
AUD - Australian Dollar. We have recently added an app to our site that allows you to change currency and convert our prices to US, EURO, GBP and CAN.

How to contact Whimsydale Mermaid?
The best way to contact us would be via our email: whimsydalemermaid@gmail.com
There is also the option to contact via our Facebook page or Instagram, but there is no guarantees that will be seen, it could get lost.

Where are Whimsydale Mermaid products made?
All Mermaid tails are proudly designed, cut, sewn In South Australia! However we do have our fabric printed at a third party fabric printer in Victoria, Australia. Eventually we hope to print fabric in house.

Our leggings, swim tops, towels and merchandise are printed and made through various third party manufacturing and printing companies located in Europe, United States, China and Australia. All items purchased are sent directly from this third party company to the customer. However they were designed by us here in South Australia. In the future we are hoping to make these items in house!

T-shirts are printed in Australia. The t-shirt itself were manufactured in a different country, varying from USA, China and Europe. All t-shirts purchased are sent directly from the printer to the customer. In the future we are hoping to make these items in house!

Our Monofins are imported from the USA, Malaysia and Europe, depending on the manufacturers warehouse location. 

Do you ship Internationally?
Yes we do, we are still working all of that out due to some countries having border restrictions. We will update when we have more information.

 
What are the care instructions?
For the fabric mermaid tails, they are made of 95% Polyester and 5% Spandex. These can be machine washed in a gentle cycle with cool water. After washing, hang and allow to drip-dry. DO NOT use bleach. DO NOT Tumble dry.

How do I prevent wear?
To prevent wear and preserve the beauty of your new mermaid tail, avoid rubbing your tail against rough surfaces like the bottom of a pool or standing in your tail. Our fabric used is breathable and made from Scuba Knit material, so pilling or slight fading from rubbing against rough surfaces can occur.

Can I return or exchange my mermaid tail or other products?
Yes, we want you to be satisfied with your purchase!

Mermaid Tails: Any new, unused mermaid tail can be returned or exchanged within 30 days from Shipping date. EXCEPT CUSTOM TAILS. Because our custom size and custom design tails are made specifically for you, they cannot be returned, so be sure to choose your sizes carefully and review before submitting.

Other unused products: Returns and exchanges on new, unused products up to 30 days from the date-of-Shipping, if they are not clearance or discontinued items. Any merchandise that has been worn or damaged through use cannot be returned or exchanged.

Clearance items: All sales on clearance and discontinued items are final and cannot be returned, exchanged or replaced.

Please retain your order information to assist in verifying the purchase date. Your refund will be issued to the original payment method. Unfortunately, we are not able to offer refunds of the original shipping costs, and the customer is responsible for the cost to ship back the returned or exchanged item. Remember, all clearance and discontinued items are excluded and are not returnable, refundable, or replaceable.

How do I return my order for a refund or exchange?
We’re happy to help you with the return or exchange process. Items in NEW/UNUSED condition in original packaging with tags will be accepted for refund within 30 days of Shipping date.  Trying items on to confirm fit is expected. Items that have been used IN or OUT of the water will not be accepted for return or exchange. Items should be returned to:
 
Whimsydale Mermaid
Attn: Returns
9058 A Main South Road
Cape Jervis, SA, 5204

Follow these three simple steps to return your unused product for a refund:

1. Contact us at whimsydalemermaid@gmail.com with the subject Return/Exchange, depending on which applies to you. Please provide us with your order number, the exact items that need to be returned/exchanged, and the reason for the return/exchange. If the item was damaged or defective when it arrived please provide photos in your email.
2. Please include a copy of your packaging slip or a note with your name and order number so we can identify the returned item. Also add on that note if you are returning for an exchange or refund. Note that the shipping costs to return products for refund or exchange are the responsibility of the customer unless the item was damaged or defective when it arrived.
3. Once the items have been received and we have verified that they are in new, unused condition, you will receive an email notifying you that the refund has been issued or your replacement item has shipped. Allow 3-5 business days once the returned item has been received for a refund to be processed.

If your question hasn't been answered here in our F.A.Q, please feel free to contact us with your question and we will answer ASAP!