Refund policy

Return, Refund and Exchange

Thank you for shopping with us. 

As we strive for your total satisfaction, we are truly sorry if you find the products delivered to you to be undesirable, and you may return purchased items within 14 days of receiving them.

Steps to Return

Please send your return request to customerservice@pixielulu.com, providing:

1. Picture of the whole item to be returned; as well as pictures of the defect (if applicable);
2. Product code, which can be found on the price tag below the price;
3. Invoice number of your purchase;
4. The reason for the return. If it is due to the faulty item delivered by us, please describe the fault and attached a picture of the fault in your email; and

5. Please also state clearly as to whether you would like an exchange of your purchased item or a refund.

Upon receiving your email, we will endeavour to contact you within 3 working days to proceed your return. We will email you a return order number starting with “RT”. Please print out the email and put it inside the return package together with the return items. 

Use your preferred courier to deliver the return package to Room 701, Liven House, 61-63 King Yip Street, Kwun Tong, Hong Kong. Take a picture of the courier invoice.

Email us the picture of the courier invoice so that we can expect the arrival of the return package and refund the courier cost for faulty items.

Upon receiving your return package, we will arrange refund or exchange in accordance to your request.

    Note: All items returned to us should be at their original condition with their product tags intact and remain attached. We do not accept return products with product tags damaged or removed. Though we consider it unlikely, we may return you products of unsuitable condition.

    Refund

    Upon receiving your return package, we will arrange a refund within 10 working days in accordance to your purchase invoice, or notify you in rare situations that we are unable to proceed with your refund request.

    Should the return be due to faulty products delivered by us, we will refund the courier cost incurred for returning the product to us.

    Note: Faulty products refer to products that are scratched, torn or damaged otherwise during our production or shipment process.

    Exchange

    Upon receiving your return package, we will notify you and deliver a brand-new item in accordance to your request.

    Please note that a returned product can only be exchanged for the same product, while size and colour are changeable subject to availability.