Returns and Shipping
Inquiries are handled on a case-by-case basis with the ultimate goal to make our customers happy. We stand behind our handmade goods that are inspected to assure customers are to be satisfied with them. Each request will be treated fairly and reasonably. We believe when treating our customers evenly and respectfully that they are fair and polite with us.
Returns
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
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.
You can start a return here. Just enter your order number and email then proceed to follow the instructions on the screen. Once you have completed the return process we will send you a email to either accept or reject your return. If your return is accepted the customer is responsible for the return shipping. Items sent back to us without first completing the return process will not be accepted.
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. Please remember it can take some time for your bank or credit card company to process and post the refund.
If you have any other questions please free to contact us at support@pixiedenim.com.
Delivery Times
Our delivery times are estimated only and are not guaranteed. They will
always be estimated in business days (this does not include
weekends/holidays). Once the packages are sent to our shipping provider,
arrival times are out of our control and in the hands of the shipping service
that has been selected.
Pixie Denim is not held responsible for:
- Mistakes made by United States Postal Service
- Wrong addresses given by customers
- Damage to orders by postal service
- PO box issues
- Stolen packages after delivery
If you have a specific question with respect to your shipment, please contact us at support@pixiedenim.com and provide your order number.
Exchanges
Defects
We aim to get it right the first time which is why we inspect each product 3-4 times throughout our quality control process. If you feel you have received a defective product, please contact us at support@pixiedenim.com with your order # and a photo of the product in question to open up a conversation on how we can make this right.
US and Canada Orders
Pixie Denim uses United States Postal Service to ship your order through standard mail (unless otherwise indicated by your shipping method). This can take anywhere between 5-21 business days (which excludes holidays and weekends).
International Orders
Pixie Denim uses United States Postal Service to ship your order through United States Postal Service International Shipping and DHL Express (unless otherwise indicated by your shipping method). This can take anywhere between 5-21 business days (which excludes holidays and weekends) depending on your location.
Calculated shipping rates: Shipping charges for your order will be calculated and displayed at checkout.
Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. Pixie Denim is not responsible for these charges if they are applied and are your responsibility as the customer.
How do I check the status of my order?
When your order has shipped, you will receive an email notification from us, including a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.
If you haven’t received your order within 10 days of receiving your shipping confirmation email, please contact us at support@pixiedenim.com with your name and order number, and we will look into it for you.