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. That's why we offer a 30 day return policy starting from when you receive your parcel.
To make a return please firstly email us to let us know to expect it and so we in turn can provide you with the returns address. DO NOT RETURN THE ITEM TO THE MANUFACTURER.
You must inform us within 7 days of receiving the parcel if you intend to return or exchange an item. Any item that is returned more than 30 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 contents of your items is high). We do not offer a free returns service.
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 and items that are in clearance. Any items that are not eligible for return or exchange will be clearly marked on the respective product page.
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 receipt or proof of purchase. A print out of your order confirmation email is ideal. We do not provide return dockets in our parcels as we ship directly from the point of manufacture.
Refunds (if applicable)
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 a credit will automatically be applied to your credit card or original method of payment, within 7 working days. Your bank may take 3-5 working days to show the refund in your account.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account / credit card account again, it may take some time before your refund is officially posted.
If you’ve done this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
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 email@example.com.
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.