Refund Policy

Returning products and issuing refunds

At MixPixie, we always try to send your products in perfect condition, however, occasionally, a problem can arise. In the unlikely event that a product is faulty, or it is damaged in delivery or is the wrong item, we ask you to contact us to let us know of the problem as soon as possible. We will then advise you on whether you are eligible for a refund or replacement.

Reporting a problem

If for any reason you are not happy with your MixPixie order, please contact our Customer Service Team. Call +44 (0)330 133 2905 or email support@mixpixie.com. You will need to quote your order number, the email address you have registered with and have the address and details on the problem with your order.

We aim to acknowledge any complaint within 14 working days, (usually it takes 1-2 days) and will do our best to resolve it within 28 days. We may ask you to take a photograph of the product to help us communicate with our suppliers and correct any future problems. Should it be necessary, we will then advise you how to return your item.

Returning products and issuing refunds

Although we Pixies take great care in making your gifts, it is possible that faults may arise. If you think your item is faulty, please get in touch within seven days of receipt. We may also ask you to return the item to us

Your right to return items to us in accordance with these terms and conditions is in addition to any other statutory rights you may have.

If you are eligible for a refund, we will reimburse the price you have paid for the order onto the credit or debit card that you paid with. Alternatively, we may offer to remake and resend the item free of charge. Please note it is not our policy to offer both a refund and resend.

All Returns Must Be Sent To:

MixPixie Customer Returns

Ground Floor, SU2B, Lansbury Business Estate, 102 Lower Guildford Road, Richmond, Surrey, GU21 2EP.

Refunds cannot be given if the fault is a result of your own actions such as product misuse or if personalisation is misspelt or if you have uploaded an image of a low resolution or size.

Multiple refund requests

If there are persistent claims for refunds from the same individual or group of individuals, we reserve the right not to issue a refund or replace an order. We may refuse to take any future orders from any such customers and will inform them of our decision in writing, via email or over the telephone.