General Inquiries

How are you animal-friendly or cruelty-free?

We don’t use any animal skins or by-products to produce the bags.  We love animals and we believe fashion would be even more awesome without harming any animals.

We strive to provide a cruelty-free option to those who love fashion and fun accessories.

What type of vegan leather do you use? What is cork?

For more information on our materials, please visit our Sustainability page.

Where are your products manufactured?

Our products are made in Asia. We visit our factories in Asia at least twice a year, which allows us to connect with the owners and ensure that the quality of our products is being met.  These visits also help us to ensure that the working conditions of our workers are safe and up to our standards, which is very important to us

Are my Pixie Mood products under warranty?

You may find more information regarding our 90-Day Limited Warranty HERE.

Help! I lost the strap for my Pixie Mood bag. What should I do?

Please email [email protected] with your bag name and color and we will let you know if we have a replacement strap available.

I would like to refund/exchange my purchase.

We currently do not offer exchanges. However, you may simply place a new order and return the item you need exchanged, by following the return policy.

For information on our Return Policy, please visit this page.

Ordering

I placed an order on your website and never received a confirmation email.

Order confirmations are sent out immediately. Our emails can sometimes accidentally go straight to your junk folder and/or may be flagged by spam filters. Please check these folders and mark us as nice monkeys instead of spam.

If you haven’t received confirmation from us, please contact us at [email protected] with the name and email address used at checkout and we will be happy to assist your further.

Can I cancel my order?

To cancel your order, please log into your account, navigate to “Orders” and select “Send Cancel Request”. If you did not check out with a registered account, email [email protected] with your order number and state “Cancellation” in the subject line. We will review your request and issue a refund if the order has not been processed.

Please note that if your order has been shipped, we are unable to refund shipping costs. For more information about our Return Policy please visit this page.

Can I change my order?

If your order has not been processed, please follow order cancellation instructions above to cancel the order and place a new order with us.

What types of payment do you accept?

We accept the following forms of payment on our website:

  • Mastercard
  • Visa
  • American Express
  • Paypal

We cannot accept payment over the phone at this time.

Can I get a price adjustment?

Price adjustments are permitted only when an item has been marked down on our website within a week of purchase. For price adjustments, please email [email protected] with your order number.

Items where price adjustments have been made, will be final sale and cannot be returned/exchanged.

Please note that price adjustments will not be made for Black Friday, Cyber Monday and Boxing day. We also do not do price matching.  

Shipping

Where do you ship to?

Our Canada site www.pixiemood.ca currently ships to Canada only. For US and International Orders, please navigate to our US site! 

At the moment, our US site only supports purchases shipped to:
United States, Japan, UK, South Korea, Germany, France, Italy, Australia, Hong Kong, and Taiwan.

If you would like us to ship your products outside of the above countries, please send an email to [email protected] with your shipping address and the product(s) you are interested in purchasing and we can provide you with a shipping quote.

Canada site: www.pixiemood.ca
US site: www.pixiemood.com

 

Do you offer expedited shipping?

We currently do not offer expedited shipping.

How much is shipping?

With a minimum purchase of CAD $99 before tax, shipping is free for shipments within North America. For purchases under $99, please refer to the rates below.
Free shipping promotion excludes all Alaska, Puerto Rico, Hawaii and international orders.

Country Province Shipping Charge Order Delivered
Canada ON, QC, MB  $                                12.00 1 – 3 Business Days
NB, SK, AB, SK, NFL, NS, PEI  $                                14.00 2 – 4 Business Days
BC  $                                15.00 3 – 5 Business Days
NT, NV, YT  $                                15.00 7 – 10 Business Days
USA Contiguous United States  $                                15.00 3 – 5 Business Days
Alaska and Hawaii  $                                18.00 7 – 10 Business Days

 

Do I have to pay taxes and duties?

Prices displayed on our website do not include taxes. When you proceed to purchase your order, sales tax (where applicable) and shipping charges will be calculated on the total value of merchandise, and will be displayed on the Order Summary page.

Any additional duty charges are not covered by Pixie Mood.

How long will it take for me to receive my order?

Once your order is placed, it will take 3-5 business days to process. Once it is packed and ready for shipping, we will send you an email with delivery details and a link to track your order. Orders to Canada normally take 1-6 business days and orders to US normally take 2-5 business days to arrive.

Please note that our timeframes are only estimates. Inclement weather and other interruptions can cause delays.

We are experiencing shipping delays due to COVID-19.