Terms & Conditions

Terms & Conditions


These terms and conditions apply to the use of this website www.mixpixie.com (the ‘Website’). By visiting MixPixie.com or by placing an order, you confirm that you have read these terms and conditions and agree to adhere to them in their entirety. If you do not agree to these terms and conditions, you must not use this Website.

We may update or vary our terms and conditions from time to time, so please check this page for the latest version whenever you visit MixPixie.com. We can also update and vary the terms and conditions by notice on other pages of this Website.

Trading details

Whenever you buy a product through this Website, you will be contracting with MixPixie Limited, a limited liability company incorporated in England under company number 12551075.

Registered office: MixPixie,

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

Email address: support@mixpixie.com
Telephone number:+44 (0)330 133 2905

Product description

We use our reasonable endeavours to make sure that every production MixPixie.com is shown accurately and that prices are correct. However, occasionally there may be small variations in colour, typefaces and layout. MixPixie disclaims all representations and warranties that the content or information on this Website is accurate, complete, up to date or does not infringe the rights of any third party.

Placing your order

When you place an order with us (by choosing an item and completing our online checkout process), we will send you an acknowledgement by email. This will detail the products you have ordered. Please note that your completion of the online checkout process does not constitute our acceptance of your order.

Our acceptance of your order only takes place when we dispatch it. A ‘purchase contract’ between you and MixPixie.com is therefore made at the point of dispatch, rather than at the point of payment. If you have cancelled your order, or if we notify you that we cannot accept your order, then no purchase contract will have been made.

From time to time, we may not be able to accept an order for the following reasons:

  1. If, unfortunately, we do not have your chosen goods in stock

Where we cannot obtain authorisation for your payment

  1. If there has been a pricing or product description error
  2. If you do not meet any eligibility criteria set out in our terms and conditions
  3. If the order for personalised products contains reference to any copyrighted information where you have not obtained permission
  4. If your order for personalised products contains content which is threatening, defamatory, obscene, indecent, seditious, offensive, pornographic, abusive, liable to incite racial hatred, discriminatory, menacing, scandalous, inflammatory, blasphemous, in breach of confidence, in breach of privacy or which may cause annoyance or inconvenience

We reserve the right to cancel your order at any time and issue a full refund. This does not affect your statutory rights.

Personalising your MixPixie products

MixPixie aims to provide you with a fast, high-quality service, so all products you order are immediately sent for production. Please double-check your order on screen and your acknowledgement email carefully to check that all the details are correct. We cannot refund items where the personalisation has been misspelled due to an error made by you. Due to our automated systems, once the order has been confirmed we are usually unable to amend any details

Music Copyright

The audio for MixPixie Personalised Vinyl Records on our website is available through exclusive agreements with each of the record companies who own the recordings. MixPixie pays both recording and publishing royalties on every single song bought on MixPixie. Under no circumstances, are you able to make copies of  any items or downloads that you purchase from MixPixie. Any customers caught doing so will be reported directly to the BPI (British Phonographic Institute) immediately.

Ordering multiple items

Multiple items can be ordered at the same time but may be dispatched at different times (personalised vinyl records have a 30 day delivery time and all other products are usually despatched within 2-3 working days.  If you do order multiple products like these, it is likely that they will be packaged in different parcels), and therefore may arrive in separate packages.


At MixPixie, you can pay for your goods using credit or debit cards as well as PayPal.

Transfer of Title

Goods dispatched from Woking, Surrey are shipped by Royal Mail. By placing your order with us you are agreeing to take title to your goods at the point of dispatch from our Woking production facilities and we will post your goods in Woking on your behalf.

Postage and packaging charges

For most items, prices are shown exclusive of postage and packaging charges; these will be shown separately at the checkout stage. In some cases, prices shown may include postage and packaging. If this is the case this will be clearly stated.


Pixies are the best gift-givers, so we know just how important it is that your gift arrives on time. During the order process, MixPixie will notify you of the dispatch dates available and the expected time frame for receiving your order. We Pixies will also let you know of any delivery charges prior to the acceptance of your order. Some items are quicker to make than others, so there are different

General dispatch information

All items are despatched between 1-2 working days from placing your order.  The only exception are Personalised Vinyl Records, which can take up to 30 days. You can choose from Standard or Express Delivery at the checkout.

Please note:

  • The dispatch date is the day we Pixies give your orders to Mr Postman, NOT the day it will be delivered.
  • Your order is likely to arrive much faster if you use a postcode. It sounds simple, but many of you humans forget to add it!
  • You can check that you have the correct postcode by using the Royal Mail’s handy postcode finder: http://www.royalmail.com/find-a-postcode
  • If any of the details you have given us in your delivery address are incorrect, you can’t hold us Pixies responsible if it’s not received!
  • All our orders are posted by Royal Mail or Airmail. The postage cost is inclusive of the postage costs, envelope(s) and packaging.

International Postage Timings

Destination Recommendation
Europe Allow 5-7 working days
All destinations outside Europe Allow 10-14 working days

Changing or cancelling an order

Mistakes do happen, but unfortunately, as MixPixie orders are made just for you, in most cases is it not possible to amend any of personalised orders. As soon as you realise you have made a mistake, please get in touch and we will do our best to help you. Emails are answered during business hours (9.00am – 5.00pm) in the order they are received. It is therefore possible that your order could begin production before your email is processed and we will be unable to make any changes.

Returns and 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. Orders can only be exchanged or refunded within 30 days of receiving your order.

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, your 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 3 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, Knaphill, 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 misspelled 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.

Your privacy and security

MixPixie is committed to protecting all your private details. We promise (Pixie’s honour) to use the information that we collect about you in accordance with the Data Protection Act 1998.

You can see the information that we hold about you by logging on to www.mixpixie.com/account and checking your account details. You can also update your account details online whenever you want to.

How we use your contact information

All the personal information that you provide us with includes your contact details, payment card details and information about any recipients of products that you wish us to deliver products to.

No naughtiness is allowed at MixPixie so we will not sell or disclose any personal data to any third party unless required to do so by law.

We do want to keep you up-to-date with all things MixPixie though, so we will use your information to send you an email newsletter every month, keeping you informed of new products and special Pixie offers. You can choose whether to receive these newsletters when you are registering.

Opt In

When you register on mixpixie.com, you can opt in to receive any communications from us, other than that required to process your registration or orders. You can change this in your account details whenever you want but please allow three working days for the Pixies to process this.