Are your skin therapy ingredients organic?

Our formulations contain a high percentage of organic antioxidant ingredients. The organic ingredients are marked with an * on the ingredients content lists. You can also find the percentage of organic content of each product on the product box and on the website product profile descriptions.
Our formulations range from 64% to 98% organic.

Where are your products made?

All of our manufacture takes place in England in the United Kingdom. We formulate in small batches with love and care.

Which Countries do you ship to?

We currently ship to 36 countries. Please see our deliveries page for more detailed information on Countries and Shipping and costs.

Are your skin therapy products suitable for vegans?

Yes, our skincare products are vegan friendly.

Are your products tested on animals?

Absolutely not, we adore animals and our formulations are cruelty free.

Do your products contain parabens?

No, our products do not contain parabens, they are formulated without GMO, petrochemicals, synthetic colour, synthetic fragrance, carcinogens, nitrosamines, PEGS (polyethylene glycols), SLS (Sodium Lauryl Sulfate), SLES (sodium laureth sulfate) or mineral oil.

Are your bottles and boxes recyclable?

Yes we recently upgraded our collection into premium recyclable glass. The boxes are also recyclable.

Do you provide samples?

As a small independent emerging brand, all areas of the business will expand in due course. We don’t provide samples at the moment but we are more than happy to answer any questions you may have relating to texture, ingredients, aroma, performance and results of our beautiful products. We suggest you make a purchase and if you do not love it, you may return it and request a refund.

What to do if a product I want is sold out?

We produce our formulations in small batches so hero products may sell out quickly. When attempting to order the sold out product, simply leave your email address in the box ‘remind me when back in stock’ and you will be informed as soon as the product becomes available again.

Does Susie Mermaid provide spa treatments?

Yes. Susie is a skilled holistic facials and body worker. You can book in for a Head To Tail Signature treatment at our private wellness suite ‘the mermaid cabin’s rural Kent. Please book via the Spa page.

What type of skins are your products made for?

Our products are suitable for all skin types. If you have exceptionally reactive sensitive skin then we always recommend that you do a spot test and wait 24 hours when trying new product. Our most active product is the Sirens Glow Mask, this product contains AHA fruit acids and lactic acid. It is best for non-sensitive skins. Dull, dry, oily, combination complexions will see the best results.

Are your facial sea sponges sustainable?

Susie Mermaid sea sponges are 100% biodegradable. They originate from the Mediterranean Sea where they are farmed responsibly and are a quickly renewable natural source. They have a long bathroom life, cutting down on single use cotton wool pads and washing flannels. They gently exfoliate the skin, removing dead skin cells, allowing our leave on products to penetrate deeper into the skin and brighten your mermaid radiance.

How do I keep my Susie Mermaid facial sea sponge clean?

Sea sponges naturally inhibit the growth of bacteria, making them a hygienic natural option with a long life. To clean, add a few drops of tea tree essential oil into a little warm water and soak the sponge for 15 minutes. Alternatively, you could use a large spoon of baking powder in warm water. Rinse off and allow the sponge to air dry.

How long do your skincare products last?

It all depends on frequency of individual use but as a guideline we approximate 2 – 3 months.

What are the delivery options on orders?

Please see our delivery page for all the shipping information.
Deliveries to Europe will take 2-3 days and 5+ days for worldwide shipping.

Our products are sold on a Delivery Duty Unpaid basis and as such customers outside of the UK are responsible for paying all taxes and duties incurred.

If your order is subject to additional tax and import duties levied by local customs, you will be contacted by the local customs/courier directly.

What is the returns policy?

Please see our returns page for full details.

I have a medical condition and want to check if these products are suitable for me?

If you have a specific medical condition and are worried that any of the ingredients may be contraindicated with your condition, then please seek advise from you healthcare practitioner before use.

I am pregnant, do you use essential oils in your formulations?

We use a tiny safe amount of essential oil in our products as we do not use any synthetic perfume. We use essential oils for their therapeutic properties and gentle aromas. If you have any concerns then please take advise from your healthcare practitioner before use.

Can I amend my order?

Unfortunately orders cannot be amended once they have been processed.

How long is the E Gift Card valid for?

Your E Gift Card is valid for 6 months from receipt of purchase.

Why has my Body Butter has turned a little pink in colour?

Our formulations contain a majority of natural ingredients, daily usage of Seaweed Silk Body Butter allows air to enter the product which can cause this pink colour phenomenon, citral in essential oils present can give off a pinkish colour, however your product is still perfectly safe to use and the preservative effectiveness tests have ensured its safety.

How do I reach Customer Service at Mermaid HQ?

contact@susiemermaid.com

Tel: +44 0207 459 4595

What is Klarna?

Klarna enables you to split the cost of your purchase into 3 monthly payments with no interest, no fees and no credit agreement.

Step 1. Add your chosen products to your basket and go to the checkout.
Step 2. Select “3 interest-free instalments” with Klarna at checkout.
Step 3. The first instalment is taken when you place the order
Step 4. The 2 further instalments will be automatically taken by Klarna over the next 2 months
Manage your Klarna account and learn more at klarna.com.
We are currently offering Klarna as a payment method only in selected regions and are sorry if you have experienced some issues whilst trying to place your order. It can be subject to eligibility based on criteria set by the Klarna team and on this occasion it may be that you did not meet the criteria.
For further information, we would recommend reaching out to Klarna directly.