Returns & Refunds Policy

Our Commitment

We take great care in making and packing every piece. If something is not right, please contact us and we will do our best to resolve it fairly and promptly.

Your Right to Cancel (Distance Selling)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving it, without giving a reason. This applies to standard items only — see the section on bespoke and personalised items below. To exercise your right to cancel, please contact us at [email protected] within 14 days of receiving your order. You then have a further 14 days to return the item to us.

Bespoke and Personalised Items

Bespoke commissions and personalised pieces are made specifically for you and cannot be returned or refunded unless they are faulty or not as described. This is in accordance with the Consumer Contracts Regulations 2013, which excludes personalised goods from the standard right to cancel. If you have any concerns about a bespoke piece, please contact us before returning it — we will always try to find a solution.

Damaged or Faulty Items

• •If your item arrives damaged, please photograph the damage and the packaging immediately.
• •Contact us at [email protected] within 48 hours of receipt.
• •We will arrange a replacement or full refund, including return postage costs.
• •Please do not dispose of the packaging until the matter is resolved — we may need it for an insurance claim.

How to Return an Item

• •Contact us at [email protected] to notify us of your return.
• •Pack the item securely in its original packaging where possible.
• •Use a tracked and insured postal service — we cannot accept responsibility for items lost or damaged in return transit.
• •Return postage costs are the responsibility of the buyer, except in cases of damage or fault.
• •Send returns to: Pixies & Sprites, Vine Cottage, Welborne, Dereham, Norfolk NR20 3LD.

Refunds

Once we have received and inspected the returned item, we will process your refund within 5 working days. Refunds are made to the original payment method. We will notify you by email when your refund has been processed. Please allow a further 3–5 working days for the funds to appear in your account, depending on your bank.

Items Not Eligible for Return

• •Bespoke and personalised commissions (unless faulty or not as described).
• •Items that have been damaged after delivery through misuse or accident.
• •Items returned without prior notification.
• •Items returned more than 28 days after delivery (unless faulty).

Contact Us

If you have any questions about returns or refunds, please contact us at [email protected] or call 07887 428355.