Return Policy

RETURNS AND EXCHANGE POLICY

Return Eligibility

  • Wrong Item received/ Damaged upon arrival 
  • 14 days from date of receipt
  • Returned items must be unused, in their original packaging, with all tags intact.
  • Return for replacement only.  In the event that the replacement colorway is out of stock, you can choose another colorway.  If the style is not available, can return for store credit.

Changed mind (due to size, color, etc) 

  • 14 days from date of receipt
  • Returned items must be unused, in their original packaging, with all tags intact.
  • Last Chance items and bag straps are FINAL SALE and cannot be returned for a refund/store credit or exchanged. 
  • Sale items are eligible to be returned for store credit ONLY
  • Black Friday/Cyber Monday promotions, Boxing Week promotions and Flash Sales are final sales.
  • $15 return fee will be deducted from refund or store credit

Damaged after use 

  • 90 days from date of receipt
  • Return for replacement only.  In the event that the replacement colorway is out of stock, you can choose another colorway.  If the style is not available, can return for store credit.

Processing a return

  • RMA will be issued for return requests. 
  • RMA will be issued by an authorized Pixie Mood customer support representative once your return request is approved.
  • Any unauthorized returns (returns with no RMA) received by our returns department will be refused.
  • Please have the package shipped back to us within 14 days from date of receipt of the RMA

Once we receive your item, our team will inspect it and process your refund or exchange per eligibility.

Refunds will be processed to the original payment method used at the time of purchase or as store credit, depending on approval.

For strap replacements, please reach out to us by sending an email to support@pixiemood.com.  We will do our best to find a replacement for you, so you can get back to loving your Pixie Mood bag!

 

RETURNS TERMS AND CONDITIONS

  • We only accept returns for products bought from our website.
  • Shipping fees are non-refundable. 
  • Sale items are eligible to be returned for store credit ONLY within 14-days from the date of receipt.
  • Last Chance items and bag straps are FINAL SALE and cannot be returned for a refund/store credit or exchanged. 
  • Black Friday/Cyber Monday promotions, Boxing Week promotions and Flash Sales are final sale.
  • For hygiene reasons, the Case Mask and Mask Chains are final sale.
  • Pixie Mood does not cover tax duties for international orders. The recipient is responsible for covering any import/tax duties of their package and are not covered by Pixie Mood’s Refund policy.
  • ALL international orders are FINAL sale and are not eligible for a return & exchange.
  • If you received a FREE product, such as a sample or gift with your purchase, it must be included with your returns. Pixie Mood reserves the right to deduct the value of the gift from the refund owed to the customer if it is not included in the return to us.
  • If the purchase was made through a retailer or 3rd party website other than PIXIE MOOD, please contact the retailer directly about their return policy.
  • If you received a FREE product, such as a sample or gift with your purchase, it must be included with your return. Pixie Mood reserves the right to deduct the value of the gift from the refund owed to the customer if it is not included in the return to us
  • All merchandise eligible for return must be new, unused and in their original protective packaging with tags attached. Returns that do not meet these criteria may be accepted for store credit or deemed non-returnable and will be denied.

To request a return and refund, please follow this link. For further concerns or questions, email support@pixiemood.com for a quicker resolution.

Learn more about our policy here.