Returns & Refund Policy

We understand that occasionally circumstances change and you may wish to cancel or return your order.

 

If we have not already shipped your order, we will refund your payment in full within 24 hours of your cancellation notification. Where goods have already been shipped, if you are resident in the UK or the EU, you have 14 days from the date of delivery to advise us of your wish to cancel the order. To be eligible for a return, your item must be unused/unworn and in the same condition that you received it with the security tag still attached. In the event that any promotional free gifts were provided with the goods, they must also be returned. Until the returned goods reach us you are responsible for their condition and safety. The original packaging has been selected to ensure your purchase arrives with you as it leaves us, so where possible you may wish to return the goods in the original packaging. Alternatively, please use packaging appropriate to maintain the condition of the goods.

 

No refund will apply in the following circumstances:

  • Where there are any obvious signs of use.
  • Where an item is not in its original condition, is damaged or missing parts for reasons not due to our error. This would also include goods affected by odours such as tobacco and perfume.
  • Any item where notification of cancellation is made more than 14 days after delivery.
  • Any item where the return has not been shipped within 14 days after you have notified us.
  • Goods shipped outside of the UK & EU.
  • Goods made to special order or personalised, or of a hygiene nature such as Face Masks.

 

Your statutory rights are not affected.

 

To arrange a return please email hello@earsbypixie.co.uk. The return address will be provided and a returns number will be allocated for you to write on the parcel. The parcel must be clearly marked, “Product Return”. All return postage/shipping costs and any import duties must be met by you. We strongly recommend using a reputable tracked, signed-for service which provides a sufficient level of insurance/compensation in the event of damage or loss in transit.

 

Refunds (if applicable) 

Once your return has been received and checked, we will send you an email to notify you that your refund has been processed. We will refund the price you paid for the goods including our initial standard delivery. If you originally chose a non-standard or enhanced shipping service at additional cost, that additional cost will not be refunded. Your refund will be processed within 14 days of receiving the returned goods and will be applied to your original method of payment e.g. Paypal.