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Returns policy

Pixie wants you to be completely happy with your purchase, so we'll exchange it or give you a refund, provided that it's returned to us (at your cost) in its original condition & packaging, unworn, and with all labels attached within 14 days from the date of delivery.

Returns received outside the above time frame are accepted at the discretion of Pixie and can only be refunded by a credit note or exchange. 

When posting your items back to us please make sure that you get proof of postage from the post office so we can complete your return. Proof of postage is free and will help us track any items in the post on their way back to us. You should keep this proof until you've received your refund or replacement.

We cannot accept liability for an item lost or damaged in transit. This returns policy does not affect your statutory rights. 

Exchanged items can only be dispatched after the returned goods have been received and undergone a quality control check.

Exchanges received outside of the above stated time scales are also subject to product availability and the customer will incur any delivery costs for such exchanges. Any further returns of exchanged items outside the stated time scales will again be at the customers cost for shipping and refunded only by a ‘credit note’.

Pixie will not accept return of any non-faulty items that have been worn. This does not affect your statutory rights.

In the event of any failure to return any goods to us within the stipulated time limits, even though validly cancelled, we shall have the right to charge any costs of recovery of the goods.

Please use the returns form included within your package or request the Pixie returns form (email info@pixiefootwear.com), complete the form as fully as possible and return with the goods for exchange or refund. You must state your order number and the reason for returning the item.

If you wish to exchange, please email us your request and we will reserve it for you if the item is in stock

If you purchased your Pixie product from one of our stockists you will need to return it to the shop you bought it from.

Faulty goods

Pixie takes quality control very seriously and checks, double checks and rechecks items before dispatching to our customers. Faulty items will only be accepted if the goods are delivered to the customer damaged or there is a subsequent manufacturing fault within a period of 6 months after delivery. All items returned as faulty will be inspected and any items deemed to be subject to fair wear and tear will not be accepted as faulty. Exchanges are possible if the item is available.

If a fault arises, we want to put it right. Simply send your item back within 28 days, and choose from a refund or an exchange.

If more than 28 days have passed, we will offer you a repair or a replacement. If we can't replace the item, we will offer you an exchange, credit note or refund. Please note that if you have had significant wear from the item, any refund after 28 days may be for less than the original price.

Wrap your Pixie product carefully and securely in its box in a well-sealed padded envelope. Please use Recorded Delivery or any other tracked service, because Pixie is unable to take responsibility if your parcel is lost in transit.

Send the item, your receipt and your full contact details to:

Lanesborough House
No 7 Keepers Close
Swithland
Leicestershire
LE12 8QB

Receiving a refund

Refunds to you will be made within 30 days of the date of receiving confirmation you are entitled to a refund. All undamaged, correctly returned products will be credited to the original purchaser's credit card including sales taxes for all EU country shipments excluding shipping charges. International customs duties and sales taxes are non- refundable for shipments outside the European Community (EU). 

Alternatively, you can request a Pixie ‘credit note’ that can be used against future purchases at www.pixiefootwear.com

Gift returns

If you have received an item from Pixie as a gift you can return it in exchange for a ‘credit note’. This allows you to exchange your unwanted gift for another item by using this credit to place a new order online. Please be aware that you will be required to pay any difference in cost and any additional shipping, taxes and import duties. Any unused credit will remain on your account until your next purchase.