Frequently Asked Questions

GENERAL

How to contact us ?

In case you do not find an answer to your question, you can contact us by email via our Contact form page from Monday to Friday from 8am to 4pm. We will do our best to answer you as soon as possible. You can also contact us for partnerships or for wholesale on this page.

How do I know if my child is ready to use an Abyss Mermaid tail ?

Not suitable for children under 6 years. Only to be used in water in which the child is within its depth and under adult supervision.
For Use only with Adult Supervision by Experienced Swimmers. Practice in a pool.

Here are the important steps you need to master before swimming with a tail Mermaid.
Float for 30 seconds: It’s important to be able to relax and rest safely in the water if you are tired.
Swirl: Being able to turn around, keep control and be comfortable in the water.
Swim 25 meters: Being able to swim and breathe properly without assistance.
Swimming dolphin on your front : This is the basic movement needed for swimming with a mermaid tail. Swimmers must imperatively master it before they wear a mermaid tail.
Swimming dolphin on your back: Swimmers must imperatively master it before they wear a mermaid tail.
The next step is to wear only the monofin and get used to swimming with it.

What are the precautions of use for Abyss Mermaid tails?

This product is subject to specific safety warnings :

For Use only with Adult Supervision by Experienced Swimmers. Practice in a pool.
Start Slow- Get used to the dolphin kick without the monofin first. As soon as you and your supervisor feel comfortable, add the mermaid tail.
Practice again and make sure you feel comfortable in the whole mermaid set before swimming away from the side of the pool.
Do not use in high waves or rapid currents.
Not to be used as a Flotation Device.
Do not bounce on the tips, push off pool walls because the monofin can break so please be careful.
All Abyss Mermaid Products are intented for recreational purposes and are to be used only by confident and competent swimmers.All children should be carefully monitored and under constant adult supervision.
The buyer/user assumes all responsibility for the proper, safe and legal use of all Abyss mermaid products.
Use of a Abyss Mermaid product in any way or with any product not authorized by Abyss Mermaid is strictly prohibited.

How to properly care for your Abyss Mermaid tail ?

Beware of friction between rough surfaces and your mermaid tail, you may damage it. Like any fine fabric (Our mermaid tails are made of the same material as swimwear), your mermaid tail needs special care to prevent damage and fading. To prevent wear of your mermaid tail, avoid rubbing it against rough surfaces, like the bottom of a swimming pool for example.
Keep dry your equipment after use. Do not expose your monofin to the sun.
Handwash only. First step is to Turn the mermaid tail inside out and gently handwash using a mild detergent. Instead of pressing or rubbing, gently stir the garment in the water. After rinsing, do not wring out the garment because it can damage the glitter or pattern. Rinse using cold water and lay it flat on a towel. Absorb part of the water with the towel and then hang and drain.
Never bend the monofin with all your weight, it may break. Avoid jumping with your mermaid tail, your weight is likely to break it or bend it.

ORDERS AND RETURNS

Do you have any advice before I place my order?

Be sure to combine your purchases into an order, if you make two different orders you will have to pay twice the shipping costs.
Make sure the size of the product is suitable, see our chart sizes. If you have to make an exchange because of a size that does not match, you will have to pay the return costs as well as the new delivery costs.

How do I return a product ?

You have 14 days from the date of delivery, to return a product that does not satisfy you. Any merchandise that has been worn or damaged through use cannot be returned.
Please contact us via the Contact form to obtain the return address of the products.
You can return the product to us with the invoice, your order number, the exact items that need to be returned, and the reason for the return. The customer is responsible for the cost to ship back the returned item.
The parcel must be sent with a tracking number.
Once the items have been received and we have verified that they are in new, unused condition, we will proceed to the refund.
The warranty does not include the effects of normal wear and use of the product such as pillings, holes, snags or tears and seam breakage due to any misuse prohibited by Abyss Mermaid such as friction against hard surfaces
The time limits mentioned above run from the day of delivery of the order. This right of withdrawal is exercised without penalty, with the exception of return shipping costs. In the event of the exercise of the right of withdrawal, the user has the choice to ask either the refund of the sums paid, or the exchange of the product. In the case of an exchange, the redirection to the user of the products to be received in exchange will be done at customer’s expense.

My order is incorrect or incomplete, what do I do?

You open your package and you find that your order has one of the following problems:

  • It is incomplete.
  • One or more items do not match what you ordered.

Please send us an e-mail via our Contact form. Please give us your order number. The approach to solve your problem will be detailed by our service as soon as possible.

SHIPPING & DELIVERY

How long will I receive my order?

We ship within 48H after receiving and validating your order. Usually you receive your package within 2-5 days. (We deliver from Arizona)
Fixed price of $9.90

We are not responsible for the carrier’s delays.

What are the shipping methods for DOM TOM and the international ?

We ship within 48H after receiving and validating your order. Usually you receive your package within 3-8 days. We deliver with EMS (Chronopost Equivalent) + traceability of your order.
Fixed price of $29.90

Warning : We are not responsible if your package is subject to customs fees, you will have to pay the fees by yourself.

How do I track my package?

After your order, you will receive within 24 to 48 hours you will receive an e-mail from us with a link and your tracking number in order to follow the shipment of your package. If you notice that you do not receive this mail within 3 days of your order, do not hesitate to contact us.

What if I do not receive my order confirmation or delivery information by email?

In 90% of cases, this is due to the fact that you have incorrectly written your e-mail address during your registration or that our e-mails end up in your spam box.
The other reason is that your mailbox is full.
It will therefore be necessary either to contact us to make the modification, or to re-register with another e-mail address, best to contact us in order to avoid double accounts.

I was not present on delivery ‘s day, what do I do?

In case of absence or missed appointment on the day of delivery of your package, a notice of passage is left in your mailbox by the postman .
Then present yourself at your post office with a piece of identification (ID Card) and the notice of passage. You have a period of about 10 days (depending on the postal services in your country) to collect your parcel from your post office before the parcel is returned to us.

PAYMENTS

What methods of payment are available?

We only accept payments by Visa, Mastercard and American Express as well as PayPal (even without PayPal account). We use the PayPal and Stripe payment platforms that combat identity theft with a high level of data encryption. Monitoring of transactions 24/24, 7/7 by Anti-fraud professionals around the world. All prices are in British pounds.

How to pay with PayPal?

When you choose the method of payment: “Payment by credit card via PayPal” and after validation you will be directed to another page to make the payment through the interface of PayPal.

You do not have to have a PayPal account: for this you click on the link. A list of different bank cards will appear.

The bank details you enter will not be communicated to us, and will not be retained by PayPal (subject to changes to the charter). The postal data will be communicated to us to send you your order.

Check and validate the data.

Congratulations, you have successfully completed a payment by credit card via PayPal!

My payment is refused, why?

A failing payment is often due to inaccurate card information. A payment can also be declined for various reasons, most of the time it is the billing address that does not correspond with the card used or forget to write the CVV number. The CVV number is the three-digit security number noted behind your card. An order can not be validated until payment is accepted.