Return and Refund Policy

At Twixie-Pixie, we are committed to providing you with a positive shopping experience. We understand that sometimes things don’t work out, so we want to make the return process as easy as possible. Please read the following details of our return and refund policy.

General Return and Exchange Information

We want you to be completely satisfied with your purchase, which is why we offer a 30-day return and exchange policy. If for any reason you are not happy with your order, you can return or exchange it within 30 days of receiving it.

Eligibility for Return/Exchange: The item must be unused, in its original condition, and in its original packaging (if applicable). Items must not show signs of wear, use, or damage.
Return Window: You have 30 days from the date of delivery to request a return or exchange.
Free Return Shipping: We offer free return shipping for all items returned within the 30-day period.
Refund Method: Refunds will be issued to your original payment method. Please allow 5-7 business days for the refund to be processed.

How to Return or Exchange an Item

Returning or exchanging an item is easy. Follow these steps:

Contact Us: To start the return or exchange process, email us at [email protected] or call us at +1 416-837-2946. Please include your order number and indicate whether you would like to return or exchange your item.
Receive Return Authorization: Once we receive your request, we will send you a return authorization with instructions on how to send your item back.
Prepare the Item: Pack the item carefully in its original packaging (if available). Ensure the item is in its original condition with all tags, labels, or accessories still attached.
Ship the Item: Follow the return authorization instructions to send the item back. Return shipping is free for all items that meet our return conditions.

Refund Processing

Once we receive the returned item and confirm that it meets our return criteria, we will process your refund. Refunds will be issued to the original payment method.

Processing Time: Refunds typically take 5-7 business days to process. Depending on your payment provider, it may take an additional 5-10 business days for the refund to show in your account.
Return Shipping Costs: Twixie-Pixie covers return shipping costs for eligible returns within the 30-day window. For returns due to a customer change of mind, the return shipping fee will be deducted from the refund.

Non-Returnable Items

Certain items are non-returnable or non-exchangeable:

Custom and Personalized Items: Products that are customized or made to order cannot be returned or exchanged unless defective.
Sale or Clearance Items: Items marked as final sale or clearance cannot be returned or exchanged.
Used or Damaged Items: Items that have been used, worn, or are damaged are not eligible for return.

If you are unsure whether your item qualifies for return, please contact us before sending it back.

Damaged or Defective Items

If your item arrives damaged or defective, please contact us immediately. We will offer a replacement or a full refund. Please include photos of the damaged item to help us resolve the issue.

Exchanges

To exchange an item for a different size or color, please return the item and place a new order. We will issue a refund for the returned item once it’s received.

Contact Information

If you have any questions or need assistance with your return, please reach out to us:

Email: [email protected]
Phone: +1 416-837-2946
Address: 2555 Victoria Park Ave, Scarborough, ON M1S 4J9 ,CA

Our customer service team is here to assist you and ensure you have the best shopping experience possible.