General Inquiries

How are you animal-friendly or cruelty-free?

We don’t use any animal skins or by-products to produce the bags.  We love animals and we believe fashion would be even more awesome without harming any animals.

We strive to provide a cruelty-free option to those who love fashion and fun accessories.

What type of vegan leather do you use? What is cork?

For more information on our materials, please visit our Sustainability page.

Where are your products manufactured?

Our products are made in Asia. We visit our factories in Asia at least twice a year, which allows us to connect with the owners and ensure that the quality of our products is being met.  These visits also help us to ensure that the working conditions of our workers are safe and up to our standards, which is very important to us

Are my Pixie Mood products under warranty?

You may find more information regarding our 90-Day Limited Warranty HERE.

Help! I lost the strap for my Pixie Mood bag. What should I do?

Please email [email protected] with your bag name and color and we will let you know if we have a replacement strap available.

I would like to refund/exchange my purchase.

For information on Return and Exchanges please visit this page.

Ordering

I placed an order on your website and never received a confirmation email.
Order confirmations are sent out immediately. Our emails can sometimes accidentally go straight to your junk folder and/or may be flagged by spam filters. Please check these folders and mark us as nice monkeys instead of spam.
If you haven’t received confirmation from us, please fill out the contact page on our website and we will be happy to assist further. If you don’t know your order number, please confirm the email address and the full name provided when placing the order so that we can look into it for you!
The item I want is out of stock. When will it be back?

We try our best to have all of our products available to you, but some of our popular ones may run out from time to time. Please sign up for the waitlist so you’ll be the first to know when it is back in stock.

Can I cancel my order after I’ve placed it or add an item I forgot?

To cancel your order, please log into your account, navigate to “Orders” and select “Send Cancel Request”. One of our customer service representatives will review your request and issue a refund to your card if the order has not yet been processed yet.

If you did not check out with a registered account, please email [email protected] with your order number. We try our best to accommodate changes if you order has not yet been processed.

Please note that if your order has been processed already and you would like to refund the items, we are unable to issue a refund on shipping costs. For more information about Return and Exchanges please visit this page.

What types of payment do you accept?

We accept the following forms of payment on our website:

  • Mastercard
  • Visa
  • American Express
  • Paypal

We cannot accept payment over the phone at this time.

Can I get a price adjustment?

Price adjustments are permitted only when an item has been marked down on our website within a week of purchase. For price adjustments, please email [email protected] with your order number.

Items where price adjustments have been made, will be final sale and cannot be returned/exchanged.

Please note that price adjustments will not be made for Black Friday, Cyber Monday and Boxing day. We also do not do price matching.  

Shipping

Where do you ship to?

Our online store currently ships to Canada and the United States. We are working to provide international shipping options in the near future.

How much is shipping?

With a minimum purchase of CAD $99 before tax, shipping is free for shipments within North America. For purchases under $99, please refer to the rates below.

Country Province Shipping Charge Order Delivered
Canada ON, QC, MB  $                                12.00 1 – 3 Business Days
NB, SK, AB, SK, NFL, NS, PEI  $                                14.00 2 – 4 Business Days
BC  $                                15.00 3 – 5 Business Days
NT, NV, YT  $                                15.00 7 – 10 Business Days
USA Contiguous United States  $                                15.00 3 – 5 Business Days
Alaska and Hawaii  $                                18.00 7 – 10 Business Days
Do I have to pay taxes and duties?

Prices displayed on our website do not include taxes. When you proceed to purchase your order, sales tax (where applicable) and shipping charges will be calculated on the total value of merchandise, and will be displayed on the Order Summary page.

Any additional duty charges are covered by Pixie Mood for orders within North America.

I live outside Canada and USA and would like to place an international order.

At the moment, our online store only supports purchases shipped to Canada and United States.

If you would like us to ship your products outside of North America, please send an email to [email protected] with your shipping address and the product(s) you are interested in purchasing and we can provide you with a shipping quote.

Please note that all international orders are processed in USD and are final sale. We do not provide returns or refunds due to customs delays, holds, taxes, fees, or if your package is not deliverable due to your countries import restrictions.

How long will it take for me to receive my order?

Once your order is placed, it will take us 1-3 business days to process it. When we send your package out for delivery you will receive an email with tracking information so you will be able to see where your purchase is and when it’s expected to arrive.

US orders typically take 2-5 business days to arrive.

Orders within Canada normally take 1-6 business days.

Please note that our timeframes are only estimates and inclement weather and other interruptions can cause delays.