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FAQ

General Questions

Prices should automatically display your local currency. If we're having trouble identifying your location, the prices will revert to USD. All orders are processed in USD. This is because we ship worldwide, and although we are not a US based company, processing in USD means we can give the greatest number people the best conversion rates.

All our products are designed in the UK. However, so we can keep cost to consumers down, we do not craft our items here.

We use talented fabrication teams in a variety of countries to craft our products, and you can rest assured that ethical treatment of staff and environmentally friendly processes are of great importance to us.

When you place an order with us, we may ship directly from the UK (if the item is in stock in our warehouse), or it may ship from Indonesia, The Philippines or Sichuan in China.

Delivery estimates based on shipping origin are shown on all our product pages.

It is a sad (but very real) fact that as of October 2020 we no longer have a physical store. The challenges of 2020 relating to the Coronavirus pandemic has resulted in us moving to sole online trading.

The good news is that this means we are able to reduce the overall cost of our goods, as our overheads have been minimised.

We like to think that this is the silver lining to what was a very grey cloud toward the end of 2020!

Pixie Wing is registered in the United Kingdom. We have staff in several countries, with our main offices in England and New Zealand. Read more about us here.

Our jewellery is made from premium-grade 925 Italian Sterling Silver.

We use accents of gemstone, pearl, seashell and zircon. We also use 14k gold as an accent metal, creating contrast with our primary material: silver.

Got a discount code? Nice! We've been known to offer some pretty impressive discounts, particularly to our VIP Club members.

If you have a code you can apply it at checkout. Discounts won't show until you reach the checkout stage (one step after your cart).

You cannot use your discount code with any other offers or promotions that use discount codes themselves. This includes bundles.

Shipping, Delivery & Tracking

Yes, we can ship almost anywhere in the world. This includes all of Europe, North America and Australia/NZ, South Africa and the Middle East.

If we are for any reason unable to ship to you, we will contact you and provide a full refund automatically.

Full details on our shipping policy and expected times can be found here.

If you have misspelled or auto filled in an incorrect address, simply reply to your order confirmation email and let us know of the error. Once you double check if the address given is wrong kindly notify us via email at info@pixiewing.com. If the given address is wrong we will do our best to change the address prior to dispatch.

We sometimes see a lag in tracking information updates. This has been particularly noticeable during the Coronavirus pandemic. Please be patient and check again in few days. If you continue to experience issues, please contact us at info@pixiewing.com.

Firstly, it may be in your spam or promotions folder.

Otherwise, it could be you entered your email address incorrectly - something which is a common occurrence.

Not to worry - email us at info@pixiewing.com with your full name and delivery address and we'll update this for you.

Returns

We accept returns on all unworn, undamaged items within 30 days of the purchase date.

You are able to cancel your order with no penalty! You must cancel your order before it ships. If the item is already sent please use our easy return system to get a full refund - contact us to start this process.

We create long-lasting pieces crafted with care. If you are not 100% satisfied with your jewellery, we offer a 365-Day Warranty to replace or refund any pieces that don’t meet expectations. Just reach out to us at info@pixiewing.com with a photo and description of the issue and we will make things right for you.

Please note that discolouration, oxidation, and tarnishing are all inherent and inevitable characteristics of plated jewellery that can occur over time. However, we stand behind our quality and believe that with proper care, your pieces should last.

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