Our magical returns policy
My darling, at The Fairy Nice Trading Company we really do take the utmost care in creating and packaging a beautiful product that we are certain you will love. From the hand-finished product to the personalised letters, we pour love and a little bit of Fairy magic into everything we send out. However, once in a very long while, something will go amiss.
Please be assured that on these rare but terrible occasions we will do everything we can to make things perfect again. Here are a few simple guidelines to help us do that:
UK Customers : If your item does not arrive
If your Fairy Nice order does not arrive within 7 days of order, please get in touch with us. We send standard delivery orders via Royal Mail signed for post so we can usually track where your order has got to.
Sometimes the naughty Post Elf does not leave a card, if he cannot deliver. In this case we will let you know where you can collect your parcel. If you cannot collect your parcel it will be returned to us eventually. Once we have received and checked your parcel, we will issue a refund for paid for items. We do not offer a refund for delivery in this circumstance.
On rare occasions, Goblin spirit your Fairy goods right away to an enchanted wood, never to be seen again. In these cases we will send you a replacement product ASAP.
Overseas Customers : If your item does not arrive
Inevitably your order will take a little longer to arrive, my sweet. Unfortunately, we have no control over delivery once your beautiful package has left The Fairy Nice Trading Company. The postal service and Customs Officers are in charge.
We kindly ask that you give plenty of time for your order to be delivered. You can read about estimated delivery times on our Delivery and Frequently Asked Questions page.
Where possible, we send our overseas orders via a tracked and signed for service. If you contact us we should be able to let you know roughly where your order is in the process. However, we will not offer you a replacement or a refund until at least 30 days have passed since your order was placed.
All Customers: If items are missing from your order
Packing Pixies can get quite dizzy, especially during busy periods. If you find they have missed something out of your order, please contact us as soon as possible and within 7 days of receipt of order.
For UK customers, a replacement will be sent where possible. For overseas customers, a refund or partial refund will be offered instead.
All Customers: If you receive damaged or broken items
If you receive damaged or broken items, please do not hesitate to get in contact with us as soon as possible and within 14 days of receipt of order.
For UK customers, we will send a replacement product to you ASAP. In some circumstances, and for overseas customers, a refund or partial refund may be more appropriate. We will discuss this with you should the need arise.
All Customers: Virtual items
Some of our products are virtual items, intended for you to download and print out at home.
For these products you will find a link in your emailed order confirmation. If you cannot find the link, or have difficulty downloading the print out, please contact us ASAP at [email protected]
Unfortunately we consider these items “consumed” as soon as they have been downloaded. Therefore cannot offer a refund on these items once they show on our systems as having been downloaded.
All Customers: If your order is not what you were expecting
The Fairies and Elves consulted long and hard when they set up the Fairy Nice Trading Company. They were quite clear that they wanted to be quite clear on the website about what you receive when you place your order. We have done our best to be precise in our descriptions, to answer common queries and to use images that accurately reflect the colour and designs of our products.
If your order is not what you were expecting when it arrives we would always encourage you to get in touch with us. We will be keen to hear your feedback as we would hope to rectify any inaccuracies on our website. However, as a tiny wee Company at present, we are not in a position to be able to offer a refund as standard under these circumstances.
Any replacement, refund or partial refund would only be offered at the discretion of our Customer Service Manager.
How to get in touch
If you need to get in touch with us for any of the above reasons, please do so via the following contact form or by emailing [email protected]
We cannot guarantee that we will spot your message if you use a review or social media to contact us.