FAQs / Shipping

FAQS

Orders

 

  • How do I place an order?

 

Our store is hosted by Shopify. Shopify are an extremely popular company that provide thousands of companies with Ecommerce websites. You place the order by clicking on the item and follow the simple steps through to the checkout. If you are having problems feel free to email us for help.

 You will need to provide a name, email address, postage address so that we can process your order and send it out to you. You will need to pay using Paypal or credit/debit card. You will receive a confirmation email of your order containing all your order information and your order number. Keep this email and order number safe, as it’s pretty much your receipt for purchasing with us. It also lets us help find your order if any problems do occur.

 

  • Can I amend my order?

 

Yes we will aim to help you amend your order if you email us at hannahpixiecustomercare@gmail.com

If your order has already been shipped we will not be able to amend your order. However we do offer exchanges and refunds.

 

  • Where is my order?

 

Depending on the items ordered your order could take up to 12 weeks to arrive. The reason behind this is as some items are ‘made to order’. We make items to order because we believe in not creating waste and therefore not over ordering stock. We don’t believe in creating extra stock in case it becomes dead stock potentially resulting in waste items.

However if the stock is available we aim to have this shipped out to you within 1-2 weeks.

Due to COVID19, there is a current delay on the "No Mud, No Lotus" collection as there are few, infrequent flights chartered from Nepal.

 

  • What is your order cut off times?

 

We do not operate a next day delivery service.

 

  • Do you offer student discount?

 

Unfortunately we do not offer any discount on our store unless it is a promotional code we choose to offer at different times.

 

 

Delivery

  • How much does shipping cost and how is it calculated?

 

We have recently changed the way that we ship items. Due to an inflation in price to ship from Nepal to the UK (post COVID19), we now ship items to Cyprus for dispatch. We charge £10 flat rate, anywhere in the world.

 

  • How much does international shipping cost?

 

We now ship our items from Cyprus; we charge this at £10 flat rate worldwide. This is a tracked service.

 

  • How will I know when my order has been shipped?

 

You will automatically receive a notification via email to let you know when your order has been shipped with your tracking number.

 

  • How long will it take for my order to be shipped?

 

Depending on what collection you are ordering from, items can take up to 12 weeks to arrive. The reason behind this is as some items are ‘made to order’ by our small team here in Nepal or global partners. We don’t believe in creating extra stock in case it becomes dead stock, potentially resulting in waste items. This is not sustainable. 

However if the stock is available we aim to have this shipped out to you within 1-2 weeks.

 

  • Can I track my item?

 

Once your item has been shipped we will be able to provide a tracking number within 24 hours. Please be aware this may take longer at busier times. You will also get an email notification with this tracking information.

 

  • Who do you ship with?

 

Cyprus Post. If you wanting to track an item visit cypruspost.post. Please note there is a English alternative in the top right corner. 

 

 

  • I want to change my delivery address

 

If your order has not been shipped yet we can change your delivery address if you email us at hannahpixiecustomercare@gmail.com

 

Returns & Exchanges

 

  • Do you offer Returns and exchanges?

 

Yes we do, please visit our returns/exchanges page here: Returns

 

Products

 

  • Wash and after case advice?

 

Your washing instructions are available on the labels of your items. If you are unsure on washing your items please get in contact with us.

 

Contact us

 

  • How do I speak to someone regarding my order or any other general enquires?

 

You can speak to us at hannahpixiecustomecare@gmail.com

This is our official customer care email so do not talk to any other emails or numbers regarding your order or disclose any order details.

 

  • Do you have any social media accounts?

 

Our official Instagram account is @samadhi.community.nepal and @hannahpixiesnow. We do not have any other accounts so please do not disclose any order details to any other accounts.