FREQUENTLY ASKED QUESTIONS



HOW LONG WILL MY ORDER TAKE TO ARRIVE?

AUSTRALIAN ORDERS

Your order will be shipped from our Sydney, NSW warehouse by Australia Post Standard Shipping Service arrives within the following number of Business days – Sydney 4 days, Brisbane 6 days, Melbourne 6 days, Adelaide 7 Days, Perth 8 days. For regional areas add an extra day onto your nearest capital city. Please note times may be longer around the peak Christmas period. Please also take into account Australian Public Holidays when ordering, allocate extra freight times in accordance with these holidays when applicable.

The Express Courier Service delivers parcels within 3 business days.

INTERNATIONAL ORDERS

Your order will be shipped from our Sydney, Australia warehouse by Australia Post or DHL Global

The below delivery times are approximate as the regions are very large and cover multiple countries. Please note times may be longer around the peak Christmas period.

Standard Shipper for New Zealand, Asia & Pacific region is 10-14 days.

Standard Shipper for Europe and the Rest of the World is 15-21 days.

Express Courier service for all the world is 5-7 business days and can be chosen at checkout. This will incur an additional postage fee

USA/CANADA ORDERS

You order will be shipped from our Ashland, Oregon warehouse by FEDEX or USPS Delivery times for USA are West Coast 3 business days, Central 5 business Eastern 7 business days.

HOW CAN I TRACK MY ORDER?

Once your order is placed and subsequently sent from our Sydney warehouse, you will receive a shipping notification by email (to email address provided in your order details).

ADD USA TRACKING INFO

This will detail your tracking information and will include website details for the applicable freight company PLEASE NOTE: Once your order is placed and the shipping notification is emailed to you with all relevant tracking details, it is now the responsibility of the Freight/Postal Company. Mahina Mermaid assumes no responsibility for your order once it is sent by an appropriate freight service from our warehouse/s

DO I NEED TO PAY FOR ANYTHING ELSE ONCE MY ORDER IS PLACED?

OVERSEAS TAXES AND IMPORT DUTIES

Please note some countries may charge additional local taxes, e.g. VAT or import duties. Any additional taxes or import duties will need to be paid for by the customer and a commercial invoice will be included in the packaging stating the value of the goods.

Please contact your local customs office or customs broker to see if this would be applicable to your country. The description of the goods on the parcel will be “rubber swim fin and swim wear”.

PLEASE NOTE OUR SHIPPING RATES APPLY PER MERFIN ORDER. IF 3 MERFINS ARE PURCHASED THE SHIPPING RATE IS MULTIPLIED BY 3.

WHAT HAPPENS IF I AM NOT AT HOME WHEN MY ORDER ARRIVES?

We use Australia post in Australia who then combines with local government postal agencies overseas. If you are not home, the postman will typically leave a note in your letter box advising you of the nearest post office where you can pick up your order.

HOW DO I KNOW MY CORRECT SIZE?

For all enquiries regarding sizes of our MerFins or swimwear, please refer to our size chart which is located on our online store just underneath our product prices or you can view it by clicking on this link

As all shoe manufacturers sizes vary, the most accurate measurement to go by for fins is the foot pocket length. You should measure the foot from heel to toe and then compare this with the fin that has a foot pocket length that is the closest to this measurement, allowing for a little extra room for the toes at the front.

CAN YOU MAKE ME A FIN AND COSTUME AS WORN BY MAHINA 
MERMAID ON YOUR WEBSITE?

The outfits worn by Mahina Mermaid are one off pieces of art that are individually handmade. Unfortunately the amount of time and energy that goes into making them, makes them commercially unviable for us to produce. Mahina uses this outfit for demonstration and promotional purposes only, to help introduce people to the concept of Mermaiding and to assist in bringing peoples attention to her environmental campaign work for cleaning up the beaches and our oceans.

I AM UNSURE OF THE SAFETY OF THE MERFINS?

Mahina is an extremely strong swimmer and an accomplished free diver who is able to hold her breath for just over 5 minutes under water, so she is very comfortable with having her legs enclosed within a tail. The outfits available for sale to the general public have separate swim wear and fins which are not attached, which is part of the safety built into the design. This makes the outfits fun, functional and safe to use as the legs can be free with just one flick of the ankle strap, while at the same time allowing people to experience the exhilaration of swimming like a mermaid or a dolphin.

The tips of my fin are bent, what should I do?

Sometimes the tips of the fins will bend after the fins have been in transit due to the weight of the fin being supported by the thin fin blades. Don’t worry this is normal and will not effect performance. The fins are made of rubber which is malleable and so you can physically bend the fins back into shape. If you find they don’t bend back they way you want them to, then you can place them on a flat surface with a towel over the affected area. Boil water in a large heavy pot and place the hot pot on the towel and leave overnight. The combination of heat and weight from the heavy pot of water will help straighten the fin out.

What do I do if the back foot strap on my Lil MerFin breaks?

If you don’t press the release tab on the buckle of the Lil MerFin when adjusting the back foot strap, the strap remains locked in place and will break if you try and force it through the buckle. If this happens you can purchase a replacement strap for the cost of postage and handling. Please email info@mahinamermaid.com and advise the colour of your strap and your address. If you are located outside of Australia we will refer you through to the distributor in your country.

I have a latex allergy, do your products contain any latex?

Our Classic MerFin range are made form natural rubber and as such they have natural latex present. Depending on the severity of your allergy you can perhaps wear neoprene socks to protect your feet.

I get blisters after wearing the fin for a while

Different people have different skin sensitivity and some people do experience blisters when the fins are worn for a period of time. This is caused by the rubber moving against the skin. Nearly all surf, boogey boards, sports and dive shops sell neoprene socks specifically for wearing with rubber fins. We suggest you buy a pair or alternatively you can try wearing normal cotton socks as well.

I HAVE JUST PLACED AN ORDER BUT IT IS WRONG!

Simply email: info@mahinamermaid.com, stating ‘Urgent’ in the Email Subject and one of our staff will address your concern immediately OR call us in Australia: (02) 8405 7990 OR Internationally by: +61 2 8405 7990

CAN YOU GIFT-WRAP AND WRITE A PERSONAL MESSAGE WITH MY ORDER?

Unfortunately due to us using a Third Party Warehouse which is not located near Mahina Headquarters we are unable to offer this service

WHAT HAPPENS IF I ORDER THE WRONG SIZE AND/OR COLOUR?

This is absolutely fine and we can organise the appropriate one for you

Please refer to our Return and Exchange Policy located at the shopping cart on our website. Additional postage charges may apply.

I OWN A STORE AND WOULD LOVE TO STOCK YOUR PRODUCTS

We would love to hear more! Please use our Enquiry Form on our Website or email: info@mahinamermaid.com stating your store name, contact details, location and website address and one of our staff will respond to your enquiry.

MY QUESTION WAS NOT ANSWERED HERE

That’s okay, simply email: info@mahinamermaid.com or call us:

  • Australia (02) 8405 7990
  • From Overseas: +61 2 8405 7990