PIXIE RETURNS POLICY
We know it can be hard to get it right when you’re shopping online.
So we offer an easy returns process.
We’re happy to exchange or refund within 30 days of purchase for any Pixie goods, based on the criteria listed below.
What if the product is faulty?
If the product is defective or faulty, please complete the return form you received with your packing slip and return to the address below. Once we have established your goods are defective or faulty we will offer you a refund or exchange, plus the cost of your return postage.
What if the product is not faulty?
We do except returns if the item is not faulty. If you’ve simply changed your mind, the fit isn’t quite what you expected or you’ve ordered multiple sizes/colours for choice, then there’s no need to contact us first. Simply complete the return form you received with your packing slip and return to the address below. The customer will cover the cost of returning non-faulty products. Customers can return goods for an exchange or refund.
Where do I return my PIXIE goods?
Please send your returns to:
No 7 Keepers Close
Important things to note
It’s worth having a look at these notes, before returning an item.
Returns are only valid from PIXIE’s official website. Any returns, exchanges or refunds will be processed by PIXIE only if the customer has purchased the product/s through our official PIXIE website www.pixiefootwear.com
More than 30 days after purchase? Returns received outside the 30 day time frame specified are accepted at the discretion of Pixie and may only be refunded by a credit note or exchange.
We don’t accept returns from third party websites. Items purchased through third party websites must be returned to the place of purchase for exchange/refund.
Make sure the returns are in the same condition in which they were purchased. Any customer wishing for a direct exchange or refund must send back the purchased PIXIE goods in their original and unworn condition in the original packaging with all tags still attached.
Any products that are returned that do not comply with original condition standards will be returned to you at your expense. Pixie will not accept return of any non-faulty items that have been worn. This does not affect your statutory rights.
In our experience, the most affordable method of return is via Royal Mail second class signed for.
Please keep proof of posting in all returns. When posting your items back to us please make sure that you get proof of postage from the post office, or other tracking information, so we can complete your return. 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.
Quality Control. Pixie takes quality control very seriously and checks, double checks and rechecks items before dispatching to our customers.
Sending out exchanges. 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’.
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
How long will it take to process my refund?
All refunds will be credited to the same payment method on which the order was placed, within 14 working days of Pixie receiving the item. However it may take longer to appear on your account depending on your account provider. 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
Christmas returns policy
To enable you to buy PIXIE as a Christmas gift, we extend the returns eligibility period so that all orders placed between 1st November to 26th December may be returned up to and including the 9th January. Returns requested after 9th January will be subject to our usual returns policy.
Need further help?
Our customer service team are always happy to help. You can email them at [email protected]