Delivery
At Pixie & Petal, every order is carefully made, packed and prepared with lots of love. As many of our products are personalised and handmade to order, please allow time for your order to be created before it is dispatched.
Processing Times
Our products are handmade to order, so processing times can vary depending on the product and how busy we are.
Your estimated processing time will be shown on the home page.
Please note that processing time is in addition to the delivery time.
If you have a specific date you need your order by, please contact us before placing your order and we will do our best to help.
UK Delivery
We currently deliver across the UK.
Orders are sent using the delivery option selected at checkout. Available delivery options and prices will be displayed at checkout.
Once your order has been dispatched, you will receive a confirmation email with tracking information where tracking is available.
Delivery Times
Delivery times are estimates provided by the delivery service and are not guaranteed.
Delays can occasionally occur due to postal services, weather, busy periods or circumstances outside of our control.
Please allow additional time during busy periods such as Christmas, Valentine’s Day and other seasonal occasions.
Tracking
If your chosen delivery service includes tracking, your tracking details will be sent to you once your order has been dispatched.
Please check your tracking information before contacting us about a delayed parcel, as the courier may have provided an updated delivery date.
Incorrect Delivery Details
Please make sure your delivery address is correct before completing your order.
We cannot be held responsible for orders sent to an incorrect address provided by the customer.
If you realise you have entered the wrong address, please contact us as soon as possible. If your order has not yet been dispatched, we will do our best to update it.
Lost or Delayed Orders
If your order appears to be delayed or lost, please contact us and we will do our best to assist.
Once an order has been handed to the delivery service, delays are outside of our control. We may need to allow the delivery service’s appropriate timeframe to pass before a parcel can be considered lost.
Damaged Parcels
If your parcel arrives damaged, please take photographs of the packaging and item and contact us as soon as possible.
Please see our Returns & Refunds Policy for further information.
International Delivery
At present, we only offer delivery within the UK unless otherwise stated at checkout.
If you are outside the UK and would like to place an order, please contact us and we can let you know whether delivery is possible.
Returns
At Pixie & Petal, we want you to love your order. As our products are handmade and made to order, please read the following returns policy before purchasing.
Personalised & Made-to-Order Items
Because personalised products are made specifically for you, we cannot accept returns or exchanges for personalised or customised items if you change your mind or no longer want the item.
Please double-check all personalisation details, including names, dates, spelling and colour choices, before placing your order. We are unable to accept responsibility for mistakes in details provided by the customer.
If your personalised item arrives damaged, faulty or incorrect due to an error on our part, please contact us and we will be happy to resolve this.
Non-Personalised Items
For non-personalised items, you have the right to cancel your order within 14 days of receiving your item.
You then have a further 14 days to return the item to us.
Returned items must be:
- Unused and in their original condition
- In their original packaging where possible
- Returned safely and securely
Unless the item is faulty or incorrect, return postage is the responsibility of the customer.
Once your return has been received and checked, we will process your refund to the original payment method.
Damaged or Faulty Items
We carefully package every order, but unfortunately items can occasionally be damaged during delivery.
If your order arrives damaged or you believe your item is faulty, please contact us within 48 hours of delivery and include clear photographs of the item and packaging.
If the item is confirmed to be faulty or has been damaged in transit, we will work with you to arrange a replacement or refund, where appropriate.
Incorrect Items
If you receive an item that is different from what you ordered, please contact us as soon as possible with photographs and your order details. We will arrange an appropriate replacement or refund.
How to Request a Return
To request a return, please email us at hello@pixieandpetal.co.uk with:
- Your order number
- Your name
- The reason for your return
- Photographs where relevant
Please do not send anything back before contacting us, as we will need to provide you with the return instructions.
Refunds
Once your return has been received and inspected, we will confirm whether your refund has been approved.
Approved refunds will be issued to the original payment method. Please allow a few working days for the refund to appear in your account, depending on your payment provider.
Please Note
All Pixie & Petal products are handmade and may have very slight variations in colour, finish or appearance. These are a natural part of handmade products and are not considered faults.
We reserve the right to refuse a return where an item has been used, damaged after delivery or returned in an unsuitable condition, except where your statutory consumer rights apply.