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Pixieland, not just for pixies .....

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Welcome to our site US! Shipping our traditional gnomes to your country can be much more reasonable than you may think. Please see our note on the shopping cart.

Delivery & Returns

Deliveries -

We always aim to dispatch an order placed from Monday to Thursday within 24 to 48 hrs, except for the Bespoke items that are made to order (as stated on the items Product Page) Orders place on a Friday will be dispatched on the following Monday, with the exception of a Bank Holiday. If for any reason, we are waiting to have an item completed, you will be advised of any delay in dispatch and although we always try to ensure that we hold stock at all times of our range. It might be possible for an item to be out of stock at the time you place your order. In the event that we are not able to ship your order within the 2days, we will contact you by phone or email to ask how you would like to proceed. If we fail to be able to contact you, will refund the order within 7days. 

In some circumstances we may be able to offer a more competitive, combined/postage quote for a UK or International delivery. To obtain this quote please call (44)1364 631412 or email, enquiries@pixieland.co.uk We will need to have all your billing details, delivery address, the product name and code of the item, you would like to order and the quantity. We will come back to you with the revised Quote.

Please ensure you check your items on receipt. If there is a fault or damage to your items, you must let us know within 8 days. Please ensure you provide the correct information for delivery on your order. As an additional fee will have to be charged should the parcel, be dispatched with incorrect details. You can request, that if you are not in at the time of deliver, for your parcel to be left/handed to a neighbour or a safe place. Please ensure that this information is clearly stated at time of order.  

Pixieland will always try to accommodate any request for special/express deliveries, please contact us to discuss. We use different couriers and they are select accordingly for our deliveries, depending on size, weight and number of parcels.  All delivery charges are subject to the delivery country, size and weight of the order. We will contact you prior to dispatch should there be any additional charges and if this is the case and we may ask for these additional delivery charges.

International delivery is available and is charged in accordance with the size, weight and destination address of the order as per the delivery cost at time of order. However, should the volumetric weight be heavier when the parcel has been packed? It may be that we have to ask for additional funds to cover the cost.

International deliveries -

We use several different couriers for our international deliveries depending on size, weight and number of parcels. Please note we do not offer an Express delivery service for International. Deliveries to destinations outside the UK may be subject to import duties and taxes, which are levied by the importing country at the time, the delivery arrives in your country. All applicable duties or fees and any additional charges, are outside our control and you will be responsible for these payments. Prices for overseas deliveries are weight and size dependent, so we do reserve the right to contact you regarding an increase in the price, to take additional payment if required. All prices are quoted and charged in Great Britain Pounds Sterling (GBP). If you need to return an item, please note that customs duties are not always refundable or fully refundable. This varies depending on your country’s individual regulations. 

For more information on your country’s import policy, please check with your local Customs office.

Returns & Refunds Policy: Please contact us prior to obtain a confirmation number for return.

Pixieland hopes you will be delighted with your order and are is as accurate as possible on all its products descriptions. If you are not happy with your item, you only have to return the item in an unused condition. Our products come with an 30 day return policy. “Apart from our Bespoke Made to order items”

"Made to order" or "bespoke" items will usually be described as such on the website. In addition, anything where you specify, for example a colour or size that is not described on the website is considered "made to order". Unfortunately, "made to order" or "bespoke" items cannot be cancelled or returned.

Damaged / Faulty Goods – Please ensure that you check all items on receipt, as faulty or damaged items must be reported within 8 working days of receiving the parcel. If you wish to cancel your order due to a change of mind (for any reason) and do not require an exchange. Please return the order with details to this effect and that a refund is required. This must be done from 8 working days of receiving your parcel.

Please call us on (44)13646 31412 or inform us via email at enquiries@pixieland.co.uk of any returns or refunds required.

All items must be returned for refund or exchange in a re-sellable condition. Please repack your item with care using all the original packing, unused, undamaged, with all labels or tags attached. You are responsible for the cost of returning your item(s) to us, unless you received a faulty, damaged or wrongly despatched item. On receipt of the returned item we will notify you of your refund or replacement via email. We try to process returns/exchanges within 5 days. All refunds will be refunded by the same method used for the original purchase. If it’s not possible we will contact you via Phone or email.

Exchanges, will be dispatched within 3/5 days of receipt of the returned item. As long as the item arrives back undamaged. We cannot accept back any returns that have been used or arrive damaged or scratched. So please ensure you pack any returns securely.

If the goods were delivered to a destination within the European Union, if you cancel your whole order within 8 days after the day you receive your goods, we will refund the Standard delivery cost. If you have paid for an upgraded delivery, we will only refund the cost of Standard delivery. 

We cannot be held responsible for goods lost in transit when using Royal Mail, or any other courier return service. Postage charges for returned products are the full responsibility of the purchaser, and are non-refundable.

Product Variations - 

Our handmade – Garden Ornaments and Sheepskin Products all have a Unique finish, colour, dimensions may vary from Pictures you see on the website. (images shown are for example only) For all bespoke items, we will go through all requirements with you and try our best to make them as near as possible.

1.      Garden Ornaments – “Hand painted” so colours may vary, if you require as per the image please expect a delay of 2 weeks, in the dispatch of your order.

2.      Sheepskin Products – Made with 100% Natural Hide is manufactured here in the West Country using only the Best Skins. As it is a natural material. The size, colour may vary from each piece which makes it so unique. For the Bespoke items we endeavour to ensure the density and colours of the wool matches, in all bespoke sizes. Though for all the Rarebreed skins, they will always be unique and not match the images shown exactly.

Complaints - 

We handle all complaints fairly, effectively and confidentially and endeavour to provide the highest level of customer service. If something should go wrong please don't hesitate to contact at enquiries@pixieland.co.uk We welcome your comments as it enables us to continually improve our service. We will reply to you within 1 working day (Monday- Friday) normally with an effective resolution. If the problem cannot be resolved immediately we will keep you informed of the steps we are taking to put the matter right.