Shipping policy
1. Order Processing
All orders are processed within 24 hours (excluding weekends and bank holidays). Once your order is confirmed, our team carefully prepares your product for dispatch.
2. Delivery Times
- United Kingdom: Delivery within 5 to 7 working days.
- International: Delivery between 8 and 21 working days depending on destination.
These timescales are indicative and may vary depending on the carrier, country of destination or seasonal periods (sales, holidays, etc.).
3. Order Tracking
Once your order has been dispatched, you will receive an email with a tracking number to follow your parcel's progress directly on the carrier's website.
4. Shipping Costs
- United Kingdom: Costs are calculated according to weight and destination, and displayed at checkout.
- International: Additional charges may apply and will be specified when placing your order.
5. Delays and Delivery Issues
In the event of delay or delivery problem, contact our customer service at: contact@pixi-bear.com
In accordance with UK Consumer Rights, we remain responsible for delivery until the parcel is handed over to the customer or designated person. In the event of damage or loss noted upon receipt, the customer must raise concerns with the carrier and inform us in writing within 48 hours. After this period, or if a carrier not offered by PixiBear™ is chosen, we cannot be held liable.
Any request for return or refund following a shipping incident will be considered on a case-by-case basis.
6. Delivery Addresses
Please check that the address provided is accurate and complete. Any error may result in delay or failed delivery. For any modifications after validation, please contact our customer service promptly.
7. Damaged or Undelivered Parcels
If you receive a damaged parcel or do not receive it at all, please contact us as soon as possible so that we can follow up with the carrier and offer a solution: replacement or refund depending on the circumstances.