Returns/Exchanges

Returns and Exchanges

We are pleased to provide our customers with the option to return or exchange items within a 28-day period from the date of receiving the order.

For hygiene reasons and your safety, we do not accept returns or offer refunds/exchanges on piercing jewellery unless the items are of unsatisfactory quality. Piercing jewellery refers to any piece of jewellery that passes through the body, such as earrings, septum jewellery, etc.

Please be aware that custom clothing, tailored to your specific measurements, is considered final sale and cannot be returned or exchanged.

Returns and Refunds

If your order has not yet been shipped and you require a refund, we will gladly cancel it. Once your order has been shipped, we are unable to refund the shipping costs, only the cost of the item itself.

Should you wish to return an item after receiving it, please note that we do not offer free returns, and you will be responsible for the return shipping costs.
Returned items must be unworn (except for trying on) and in a condition suitable for resale. If we receive an item that appears to have been used, we reserve the right to return it to you without issuing a refund.

All returns should be sent via tracked postage to ensure secure delivery.

Exchanges

If your order has not yet been shipped and you wish to exchange the size/item, please contact us at hannahpixiecustomercare@gmail.com to make adjustments to your order. Please understand that due to high order volumes, we may not always have the desired size available.
For exchanges after receiving the item, you will need to return the item to us. As we do not provide free returns, you will need to cover the return shipping costs. However, we will not charge you for shipping the newly exchanged item back to you.
Exchanged items must be unworn (except for trying on) and in a condition suitable for resale. If we receive an item that appears to have been used, we reserve the right to return it to you without issuing an exchange.
All exchanges should be sent via tracked postage to ensure safe delivery.

Steps to Make a Return/Exchange

  1. Reach out to us, your satisfaction is our priority and we will do our very best to amend and issues with sizing! 
  2. Include a note inside your parcel containing the following information: Order Number, Name, Refund or Exchange (if exchange, please specify the desired item; if it's for a damaged item, please specify the issue).
  3. Securely package the item to prevent damage during transit.
  4. Address the parcel to the return address provided on the back of your parcel, or contact us for the return address. Please note that we offer different return addresses depending on your location!
  5. Use a tracked/special delivery service for shipping. We cannot replace the item or authorise a refund if it goes missing without tracking.
  6. For further information about our returns/exchanges policy, please feel free to email us at hannahpixiecustomercare@gmail.com.