You can reach us at whimsydalemermaid@gmail.com

** If you are emailing regarding a specific order, please include your order number **

If your question or concern is not addressed in the FAQs, feel free to follow up with us and we will answer emails in the order in which they were received.

Please allow 24-72 hours for response time.

Frequently Asked Questions

How long do orders take?
Made-to-order items manufacturing take between 6 to 9 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.

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

Where are Whimsydale Mermaid products made?
All Mermaid tails are proudly designed, printed, cut, sewn and packaged in South Australia!

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 80% Polyester and 20% Spandex Scuba knit fabric. 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?
Due to the custom nature of our made to order items we currently can't offer returns or exchanges on our products. But please contact us, we want you to be satisfied with your purchase and we will try and work with you on a case by case basis.

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.

How do I return my order for a refund or exchange?
If a return or exchange has been granted. 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:

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. 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. 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!