Frequently Asked Questions
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Do you ship internationally?
Yes we do, at a flat rate of £14.50. Transit time varies per country. Some restrictions may apply. For more information please contact us.
How soon will it arrive?
Monday through Friday (excluding bank holidays) most orders are processed within 24 hours of receipt. Orders placed on Saturday and Sunday will be processed the following Monday. Once an order is dispatched, it should arrive within 2-7 business days depending on your delivery address. Transit times for international shipments will vary depending on your country.
Why did my order get cancelled?
If your order is cancelled, you will receive an email notice to explain the reason for the cancellation (see below). And most importantly - you WILL NOT BE BILLED for any cancelled items.
If you are interested in placing a new order or if you have questions about a cancelled order, please contact our customer care team or call us at +44 (0)20 7287 7211 (Mon-Sat 11:00 - 19:00; Sun 12:00 - 17:00 GMT).
When an order gets cancelled it's usually due to one of the following reasons:
- Maybe the items you wanted are no longer available
- Perhaps you mistyped your credit card number, the card expired, etc...
- Might be that we can't ship to the address provided
- Sometimes the cancellation is due to a customer request
Is this site secure?
The security of the information regarding your order is very important to us. All financial transactions are carried out via the secure payment gateway; Paypal. PayPal is one of the safest, most widely accepted ways to pay for your purchases on the Internet.
We don't store your credit card details.
Is there a maximum order size?
We regret that we must limit orders to no more than ten (10) units of any item. If you have any questions please contact us and we will be happy to assist.
How do I use a coupon code?Enter your coupon code during the 1st step of checkout (the cart page).When a coupon code is accepted, the offer will be displayed on the discount line.Only one code allowed per order.
Out of stock?
We know, we know - there's nothing worse than an out-of-stock item. The good news is, if you're still seeing it on our site, there's a chance it might be coming back! Please send us an email to inquire about out-of-stock items.
Do you charge tax?
20% VAT applies to all orders processed through Pixi's UK site. All prices displayed is already inclusive of VAT. If you have other questions regarding Value Added Tax, please feel free to email us.
What are my payment options?
We're happy to accept Visa, MasterCard, American Express, Discover and PayPal. However, in some cases credit cards with billing addresses outside the UK may get rejected by our processor.
For your security, your billing name and address must match that of the credit card used for payment. We reserve the right to cancel any order that does not match these criteria.
We do not charge your credit card until the date we ship your merchandise to you. Orders are subject to verification and acceptance before shipping. We are not responsible for typographical errors.
Do you accept returns?
Pixi will accept gently used returns and exchanges within 30 days of the purchase date. We regret we cannot refund any postage charges incurred if you have changed your mind about your purchase.
To make a return and or exchange please email us and include your order number. Once we received your email we will issue you a return authorization number as well as the address to send the product to.
When returning your product please include the original packaging slip. We will refund the original form of payment within 48 to 72 hours of receiving your return.
What if my stuff arrives damaged?
If your shipment arrives damaged, please contact us ASAP to obtain return authorization # and detailed instructions on what to do next. Please ensure that you register with a phone number and email address where we can contact you.
We regret we cannot refund any postage charges incurred if you have changed your mind about your purchase.
What are my shipping options?
All Pixi orders are shipped and delivered via using Royal Mail. We only ship on business days (Monday through Friday, excluding bank holidays). We currently offer the following shipping options:
Standard Shipping (£4.50 - UK domestic; £14.50 - international)
Most orders shipped via standard service are processed and shipped in 1 - 2 business days, depending on product availability.
Most UK domestic shipments are delivered within 2 - 7 business days from the order's ship date, depending on your delivery address.
Transit time on international shipments will vary depending on the destination, and some restrictions may apply. For more information please contact us.
Are there shipping restrictions?
Orders are shipped on business days only. Business days are Monday through Friday, excluding bank holidays.
Some items sold on pixibeauty.com require special handling as specified by domestic and international regulations governing the transport of these items. Therefore the shipment of some products to certain locations may not be possible. If this affects your order, we regret any inconvenience and thank you for your understanding.
We apologize but we no longer can ship to APO/FPO and PO Box addresses.
Next day and second day express shipments are currently not available.
Does Pixi test on animals?
Pixi does not test on animals, nor do we have any other parties, such as suppliers, conduct any animal testing on our behalf. Pixi uses only the highest quality ingredients which have a proven safety record and are widely used in the cosmetics industry.