This is the FAQ (frequently asked questions) section for Pixie Cove.
If your specific question is not answered below we have more detailed information on the pages to the right.
Before You Order
Is Pixie Cove Legit?
You may be wondering "Is Pixie Cove Legit?" And we can tell you, YES WE ARE REAL. We have been in operation since November 2015 and have served over 10,000 customers to date !!
We started out as a mother and daughter venture in November 2015 and we continue to be an all female-owned and family centered business. From inception we have focused on what women want - we asked our customers for their opinions, thoughts and wish-lists, and this has been the key to shaping Pixie Cove.
Recently we have moved much of our sourcing operations to the USA. If you want to know more read our About Us Page.
Do You Have Any Shops?
No, PixieCove.com is an online business only.
Where do you ship to?
We currently ship all over the contiguous USA.
How Do I Order From You?
Visit our shop and add items to your online shopping basket. You will have the choice of paying through PayPal or by using your credit card.
Do I have to place my order online?
We currently sell online only. We do not have a retail store or catalogue and we can't take orders over the phone.
Can I Cancel My Order?
I Made A Mistake In My Order
Can I Change My Order?
I Made A Mistake With My Shipping Address?
Yes, you can cancel or change your order within 12 hours. If you decide you need to cancel your order please contact us within 12 hours of ordering so we can ensure the order is cancelled before it is processed. We manually check all orders once they are made, so there is a small window of opportunity in which you can cancel or amend your order.
You must email us within 12 hours of placing your order if you wish to cancel, change or amend a mistake in your order.
Tip: Use the subject line CANCEL/CHANGE ORDER #????? (fill in your unique order number) to help the customer service team identify your email quickly. After 12 hours we will no longer be able to change or cancel your order.
Shipping And Delivery
I have not received an order confirmation / shipping information email
You should receive an automated confirmation email almost immediately after placing an order. The shipping email is sent once your item has been dispatched. Please double check your email when you are entering it, to ensure it is correct. Check your spam or bulk mail box and also ensure you add us to your email provider’s safe sender list or our emails may go into your spam folder. If you are concerned then please contact us at firstname.lastname@example.org. See our full order processing and shipping policy here.
How are your items shipped?
The items will be delivered by USPS.
When will my order / shipment arrive?
Items dispatched from the USA can take up to 15 days to arrive, however, 65 to 75% of our items arrive within 10 – 15 working days.
You will receive an automated confirmation email when you first place your order and another, once the item(s) have been dispatched. Within that second email, you will be supplied with a tracking number that will take a couple of days to update on the system. You will be able to use this to track your order. If you do not receive an (almost) immediate automated confirmation email about your order, please check your spam or bulk mail box and whitelist info@Pixiecove.com. If it does not arrive within 1 hour, please contact us at that same email address.
You can also track your order after it has been dispatched by using this link: https://pixiecovetrack.aftership.com/
My order hasn’t arrived and it’s over 15 / 30 days
Have you checked your tracking information, using the USPS link on site: https://tools.usps.com/go/TrackConfirmAction_input ?
If the item is marked as delivered, you may need to check whether someone else has taken delivery of the item or check the delivery link with your local post office.
If it is not shown as delivered, please contact Pixie Cove immediately at email@example.com.
What currency are your product prices displayed in?
All our product prices are displayed in USD. We are currently exploring currency converters but as yet have not found one that converts correctly to other currencies.
How can I pay for an order?
You may place an order using our secure website, using PayPal or a credit or debit card. We do NOT accept cash on delivery orders.
Why has my card been declined?
Our head offices are based in the UK so if you are buying from the USA an online purchase can potentially raise an alert and stall your credit card. If your card is currently in credit / has available credit and you have double checked the details entered, then please phone your bank to query this.
How do I contact a member of the Pixie Cove team?
You can contact us through the form under 'Useful Information' or alternatively you can send us a Private Message (PM) on Facebook.
If you are enquiring about an order please include the order number and / or email address you used for placing the order so we have all the information at hand required to look into your enquiry.
We aim to reply to every email / message personally within 24 to 48 hours, however during peak season times of year it may take as long as 72 hours to receive a reply. Please bear in mind we are not 24 hours and only have minimal cover at the weekends and during holidays. We are working in the UTC timeszone so we appreciate your patience in advance.
We are based on the Emerald Isle and so our time zone is UTC, which is EST +5 hours or PST +9 hours, so please be aware of this when contacting our team. Our basic hours are 09.00 to 17.00 Monday to Friday (UTC), with minimal coverage in the evenings and at the weekend. Because of the time differences, we do not provide a contact phone number, however, we are very responsive to email.
Returns and Problems
I was sent the wrong size of item
Please photograph the item and show the sizing label beside it and forward this photograph to the pixie cove team. If the supplier has sent the wrong size, then we will replace or refund.
My item was damaged when I received it
Please contact us immediately at Pixie Cove and one of the customer service team will get in touch with you as soon as possible.
I need to return an item
Please check our returns policy on Pixie Cove at this page: http://pixiecove.com/pages/refund-policy. Our returns policy applies for 15 days after you receive the order and the item must be in the same resellable condition as when received. We do not accept returns on sale items. An exception to this is items which are faulty - not for incorrect size or color selection by the customer.