Refund policy

We have a 14-day return policy. This means you have 14 days after receiving your item ,or the last item in your order, to request a return. This window includes weekends and public holidays.

To be eligible for a return, 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.

To start a return, contact us at returns@pixie-vault.com. If your return is approved, we'll send you a return shipping label along with instructions on how and where to send your package. Items sent back without first requesting a return will not be accepted.

A flat return fee of €4.95 applies for European shipping and €50 for north and south America region, except in cases of damaged or incorrect items. This fee will be deducted from your refund.

Opened or Unsealed Items

Items that have been unsealed, such as opened blind boxes or mystery items, cannot be returned once opened, as they cannot be resold in their original condition.

Pre-order Orders

Pre-orders are sourced specifically on your behalf. By placing a pre-order, you acknowledge that cancellations are not accepted once the order is confirmed. This does not affect your statutory rights in cases of faulty or misdescribed items.

Cancellations (Standard Orders)

You may cancel a standard order before it has been fulfilled. Once shipped, the standard 14-day return window applies.

You can always contact us for any return or cancellation question at info@pixie-vault.com.

Refunds
We will notify you once we’ve received and inspected your return, 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 returns@pixie-vault.com.