Refund policy

Memory animal and homeware orders can only be refunded if production hasn't begun and a fee of £5 will be retained in order to cover return postage of customers' clothing.  Bunting, pouches and any other personalised products are not eligible for refunds due to personalised nature.

To start a return, you can contact us at pixiedustbears@gmail.com. Orders that have started will not be accepted for a refund.

If your return is accepted, we willl send you a refund minus £5 which covers the cost of returning your clothing. The clothing will be returned using a tracked service and is no longer our responsibility once the courier has it in their possession.  Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at pixiedustbears@gmail.com.

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, such as custom products (such as custom orders or personalised items). Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, 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.

Refunds
We will notify you once we’ve received your return request, 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 pixiedustbears@gmail.com.