Refund policy

Returns policy and process

We have a 14 day return policy, which means you have 14 days after receiving your item to request a return and send the item back to us. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return please either log into your account and start your return or contact us via email at pixiezosbitsandbows@gmail.com stating order number and why you would like to return the item/s. If emailing please do not send back until we have approved return via email. 

If your return is accepted, you will receive an email with instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. You will also be responsible for the returns postage cost if your return is accepted, it is recommended that you use a tracked service when returning items. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items), personal care goods (such as beauty products). We do not accept returns for any hand made items (such as bows, bow holders, clips, headbands, personalised giftware - cups, glasses, totes cases, stickers etc) Please get in touch if you have questions or concerns about your specific item.

In interests of hygiene and for your protection we do not accept returns of, or refunds on, unsealed cosmetics, hair accessories, pierced earrings or jewellery sets containing earrings. 

Unfortunately, we also cannot accept returns on sale items, gift cards, mystery boxes or special boxes.

Exchanges
Exchanges are not accepted.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at pixiezosbitsandbows@gmail.com.