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Copy of Returns Information

Customer Satisfaction

Pixie Cove is a small family run business with 2 full time employees (read more about us on our About Us Page).  We are very grateful to still be in business after over 4 years of hard work.  Due to a lot of different constraints we have had to change our returns policy to allow us to carry on trading and provide the products and service that our customers have grown to expect. We want our customers to be 100% satisfied with their purchases from Pixie Cove, and we understand the risks in buying an item of clothing, footwear or jewelry without trying it on, feeling it, or seeing what it looks like in the flesh. We are always available via email to answer any questions you have prior to making an order.

Due to the fact that we now provide a variety of products from a selection of manufacturers we do not have a "one size fits all" returns policy. Our products can be broadly grouped into five types; USA Based (which includes products from small independent USA manufacturers), Print on Demand (which are products printed within the USA), Italian Based (which are products made and shipped from Italy), Imported Products (which are various products we import from Europe or Asia) and Customized Footwear (which are footwear products made and customized to order and imported).

The returns policy for each type is outlined below.  If you have any questions please contact us BEFORE placing your order.

Here is the short version of the Pixie Cove Returns Policy:

  • For USA-based and Italian-based products ONLY we offer exchanges for the SAME item in a different SIZE (subject to availability). 
  • Items can be returned for store credit only, issued in the form of a gift card sent via email. We cannot issue refunds, except for defective or damaged items.
  • All returns must be received within 15 days of the date that you receive your order.
  • Anything purchased with any form of customization is a FINAL SALE and is not eligible for return.
  • Anything purchased at a discounted price is a FINAL SALE and is not eligible for return.
  • Returned items must remain un-washed and unworn.
  • We do not offer a free returns service.
  • Include your return form (we will send this to you when you report your intention to return / exchange) and a print out of your original receipt. (It helps us out if you circle the item(s) you wish to return.)
  • Shipping is non-refundable, unless there was a mistake on our end.
  • Please allow our team 5-7 business days to process your return once it is received at our warehouse.

USA Based & Italian Based

For these types of product we offer a 15 day returns policy starting from when you receive your parcel. You must inform us within 3 days of receiving the parcel if you intend to return or exchange an item. We are happy to exchange items for customers for the same product in a different size (subject to availability) and replace or refund items if they are defective or damaged. If we do not have the item and size in stock when we receive your return, we will process the return as a gift card code. 

The shipping cost (within the USA or to Italy) for returns is the customer’s responsibility, unless the products are defective or the wrong item was sent.

To make a return please firstly email us (info@pixiecove.com) to let us know to expect it and so we in turn can provide you with the returns address and returns form to complete. Any item that is returned more than 15 days after delivery cannot be refunded or exchanged. 

To be eligible for a return, your item must be unused and in the same condition that you received it.  Any items returned that have obviously been worn (aside from trying on), washed, altered, or stained/marked in anyway will either not be eligible or an amount will need to be deducted for the damage.

Once you have made the Pixie Cove Team aware that you intend to return for a refund or exchange please take your parcel to the Post Office and request the standard parcel delivery service (remember to take out additional insurance if the value of the contents is high). 

Please ensure you mark your parcel RETURNED GOODS in capitals as otherwise you risk it being returned by customs over which we have no control.

To complete your return, we require a returns form to be completed or a print out of your order confirmation email is also acceptable.  Please mark clearly on the form if you wish to return/exchange and it is helpful to Pixie Cove if you explain why you want to return or exchange. We do not provide return dockets in our parcels as we ship directly from the point of manufacture. 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed and we will authorize your refund gift card to be issued via email. The automated email will be sent to the email address used to place the order. Please allow 7 to 10 working days for a refund to be fully processed.

Don’t forget that your original shipping cost is non-refundable.

Print on Demand & Customized Footwear 

Due to the nature of these products, i.e., each order is printed on demand / custom-made to order, we therefore do not accept returns unless there is a defect with the product. As these products are customized, we do not accept returns or replacements in the case where a smaller or larger size is needed. Please check with the sizing chart before ordering.

Please measure your feet before ordering. We have an article and a video showing how to measure your feet on our sizing chart and explaining that no two companies use the same exact measuring system. These beautiful customized shoes are made to order to your specifications and are not returnable or refundable unless we have made a mistake or the shoes are damaged or defective. This does not affect your statutory rights. Customizable shoes take 4 to 6 weeks to deliver as they are made to order.

In the rare event that an order is shipped with a defect, we will offer a replacement or refund (your choice) if the defect is reported within 3 days of delivery.

Imported Products

These products come from all over Europe and Asia and we do not offer refunds or exchanges on these items unless there is a defect with the product or the wrong item was sent.

No Returns / Exchanges For Customized, Exempt Or Sale Goods

Several types of goods are exempt from being returned. Gift cards, any of the print on demand clothing in the Pixie Cove Exclusive Clothing Range, customized items and items that are on sale. In this case, all sales are final, unless we have made a mistake or the item is damaged or defective on arrival. 

We do not offer a free returns service.

Late or missing refunds (if applicable)

If you haven’t received a refund yet and it has been 10 working days since your return arrived at our warehouse then please contact us at info@pixiecove.com.

Exchanges (if applicable)

We are happy to exchange items for customers and replace / refund items if they are defective or damaged. If you need to exchange for the same item, send us an email at info@pixiecove.com. 

Shipping

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of the original shipping and handling will be deducted from your refund.

You should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.