We hope you absolutely love your Pixie House order! If something isn’t quite right, here’s everything you need to know.
Change of Mind
If you’ve changed your mind, you can return your item within 14 days of receiving your order.
To be eligible for a return, your item must be:
- Unused and unworn.
- In its original condition.
- Returned in its original packaging where possible.
Please contact us before sending your return so we can provide the correct return instructions.
Return postage costs for change-of-mind returns are the responsibility of the customer.
Once we’ve received and inspected your return, your refund will be processed to your original payment method.
Faulty or Damaged Items
We carefully check every order before it leaves Pixie House. However, if your item arrives damaged, faulty or you’ve received the wrong item, please contact us within 30 days of delivery.
Please include:
- Your order number.
- A brief description of the issue.
- Clear photographs where possible.
If your item is confirmed to be faulty or we’ve made an error, we’ll arrange a refund, replacement or exchange where appropriate. We’ll also reimburse any reasonable return postage costs.
Non-Returnable Items
For hygiene reasons, we cannot accept returns on:
- Earrings that have been worn or tried on.
- Personalised or custom-made items.
- Gift cards.
This does not affect your legal rights if an item is faulty.
Refunds
Once your return has been received and inspected, we’ll let you know whether your refund has been approved.
Approved refunds are issued to your original payment method. Please allow a few working days for your bank or card provider to process the refund.
How to Start a Return
Please email us at hello@pixiehouse.co.uk with your order number and the reason for your return. We’ll get back to you with the next steps as quickly as possible.
Thank you for supporting Pixie House. We genuinely appreciate every single order. 🤍