Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.
Our virtual, downloadable products (including Secret Fairy Circle Membership), personalised items, sale items and gift cards are exempt from being returned.
To start a return, you must first contact us at [email protected]
Any refunds offered will be automatically applied to your credit card or original method of payment.
Please see our DELIVERY page for our current definition of when we deem items to be lost in transit.
If your item is agreed as “lost”, we will discuss with you the most appropriate course of action at that time.
Damaged, incorrect or faulty items
Please inspect your order upon receipt and contact us at [email protected] within 48 hours if any item in your order is defective or damaged, or if you receive the wrong item.
We assess each case on an individual basis to offer the best solution.
We hope you will be delighted with your beautiful Fairy Door. However, if for any reason you are not thrilled you have 14 days to return your item to us for an exchange or refund.
You must contact us at [email protected] before you begin your return. Items sent back to us without first requesting a return will not be accepted.
To be eligible for a return, your item must be complete, unused, and in the same condition that you received it. It must also be packed properly in the original packaging, and we will require your order number and the name and email address that your order was placed under
Refunds of unwanted items will be the price paid for the original item only. Original shipping costs for unwanted items will not be refunded. In addition, the current cost of a bespoke Fairy letter will be deducted from any returned Fairy Door, to account for your personalised Fairy Letter which is exempt from return. (See the current cost of a bespoke Fairy letter HERE>>)
Returning items to us
If your return is accepted we’ll provide instructions on how and where to send your package. The cost and arrangement of return shipping will be the responsibility of the buyer as well as any customs charges.
Depending on where you live, the time it may take for your returned order to reach us may vary. If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item. Returns lost in transit will not be refunded.
Exceptions / non-returnable items
Certain types of items cannot be returned, such as virtual, downloadable products (including Secret Fairy Circle Membership) and personalised items and Fairy letters. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items, whoopsie items or gift cards
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.
Please remember it can take some time for your bank or credit card company to process and post the refund.
Contact us at [email protected] for questions related to refunds and returns.