FREE SHIPPING FOR ORDERS OVER $125

FAQs

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 and relaunched the site on 1 April 2019. 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. 

 

Orders

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 24 hours. If you decide you need to cancel your order please contact us within 24 hours of ordering so we can ensure the order is cancelled before it is processed. We manually check all orders once they are made, to check that any customizations are correct, so there is a small window of opportunity in which you can cancel or amend your order.

You must email us within 24 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 24 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 info@pixiecove.com. 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?

This depending on where your order is being dispatched from and whether it includes customized items. Items dispatched from the USA or Italy can take up to 15 days to arrive. Items from further afield can take up to 30 days to arrive, however, 65 to 75% of our items arrive within 10 – 15 working days. Customized shoes may take up to 6 weeks to arrive.

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 info@pixiecove.com.

If your order has not arrived within the timescale above (depending on whether it was dispatched from USA/Italy/Asia or is a customized item, please allow another 2 days before asking us to track as sometime we can experience some delays and our systems don’t update straight away. 

Payment

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.

 

Contacting Us

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.

 

Measurements

How do I measure my feet?

The most accurate way to measure your feet is to place each foot in turn on a piece of paper and mark where your largest toe ends and where your heel ends. Now measure the distance between the marks in centimetres to give your foot length. Compare this measurement to our chart which is on our Size Chart page. 

Please see our video for more detailed instructions.

Note if your second toe is longer than your big toe then use this toe to take the measurement with.

 

Returns and Problems

My footwear is too big / small

It is well recognised that there is no single measurement in footwear sizing, there is a range, a small range but nevertheless, a range. Our sizes are true to size American sizes and we provide the exact measurements on the product page. We do advise all customers to double check their foot length against the measurements provided.

All widths are standard medium (B, M). This is based on the American medium footwear sizing. The width of any piece of footwear depends on the shoe length.

Pixie Cove cannot be held responsible for the incorrect footwear size being chosen.

If you need further advice, please EMAIL US BEFORE PLACING AN ORDER.

I was sent the wrong size of item

Please photograph the item and show a measuring device or 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.

 

What Holidays Do You Take?

We take holidays at Christmas, Easter and during the summer and we provide “deadlines” for deliveries that our customers might want for these times. Shipping deadlines for busy holiday periods are difficult to pinpoint precisely. At Pixie Cove we do not want our customers to be disappointed. We provide deadlines for the “worst case” scenarios. Orders placed after that, in certain circumstances, will likely make it by the holiday date, but this is something we do not guarantee … please err on the side of caution and order as early as possible. We can offer express shipping in certain circumstances so please contact us directly if this is something you require information on.

Christmas Returns Information:

At Pixie Cove we understand the worry about Christmas Presents not fitting or being suitable so we extend our returns/exchanges policy BUT ONLY FOR THOSE ITEMS THAT WE NORMALLY EXCHANGE OR REFUND during this festive period. Any orders placed from 1st November and received by Christmas Day will be accepted as returns / exchanges in January as long as the item is in its unused state and you contact us by the 1st January (7 days after Christmas day) to notify us of the return. All other orders, other than those will still come under the normal 15 day return policy. Remember, we do NOT refund or exchange customized items or gift cards and refunds will be in the form of store credit. See our full returns policy here.

Christmas Returns

Notify Pixie Cove by 1st January following Christmas Day.

Important Christmas Holidays Information

We will be closed completely on the following days:

Christmas Eve

Christmas Day

Boxing Day

New Years Eve

New Years Day

No emails or Facebook messages will be answered on those days. From Boxing Day until the 2nd January following, we run a holiday schedule so please expect a delay in replies.