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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.

 

Important Christmas Cut-Off Delivery Dates:

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. 

For Christmas Delivery Order by : End of Monday November 27th 2017 (Cyber Monday)

Important Christmas Returns Information:

At Pixie Cove we understand the worry about Christmas Presents not fitting or being suitable so we will extend our returns/exchanges policy during this festive period.  Any orders placed from 1st November and received by Christmas Day will be accepted in January as long as the item is in it's unused state and you contact us by the 1st January (7 days after Christmas day) to notify us of the return.  All other orders will still come under the normal 30 day return policy. 

For Christmas Returns : Notify Pixie Cove by Monday 1st January 2018

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 Tuesday 26th December 2017 until Tuesday 2nd January 2018 we will be running a holiday schedule so please expect a delay in replies.

Order

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?

Yes you can.  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.

Tip: Use the subject line CANCEL ORDER #????? (fill in your unique order number) to help the customer service team identify your email quickly.

I have made a mistake in my order

If you have made a mistake with ordering a product or with the shipping address please contact us within 24 hours of ordering so we can ensure this is fixed before the order is processed.

 

Shipping & Delivery

I have not received an order confirmation / shipping information email

Please double check your email when you are entering it and also ensure you add us to your email providers safe sender list or our emails may go into your spam folder.  If you are concerned then please contact us.

 

Where do you ship to?

We currently ship all over the contiguous USA. We will also ship to Alaska and Hawaii, although shipping MAY take slightly longer. We also now ship to Australia and Canada. If you are outside the areas listed and you still want to order, please contact us and we will do our best to accommodate you.

What if I make a mistake with my shipping address?

If you make a mistake with your shipping address please contact us as soon as possible. We can change the address up to the point of order dispatch but once an item has been dispatched we can no longer redirect it.

How are your items shipped?

The items will be delivered by USPS.

When will my order / shipment arrive?

Please be aware that it can take up to 30 days for items to arrive, however, 65 to 75% of our items arrive within 10 – 15 working days.

You will receive an email about your order once the item(s) have been dispatched. Within that email, you will be supplied with a tracking number that will take a couple of days to update on the system. Provided your item(s) is/are not “just pay shipping”, you will be able to use this to track your order.

You can also track using this link: https://pixiecovetrack.aftership.com/

If your order has not arrived within the timescale above 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.

My order hasn’t arrived and it’s over 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.

 

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?

We 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 alternativley 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 GMT timeszone so we appreciate your patience in advance.

 

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 big 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 30 days after you receive the order and the item must be in the same resellable condition as when received. We will accept returns on sale items unless stated on the product information page for that specific item.  An exception to this is clearance items which can only be returned if they are faulty not for incorrect size or color selection by the customer.

 

Quality

Are your items real silver?

Yes, all items marked .925 are .925 sterling silver. 

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