FAQ
Availability : How quickly can you dispatch my order?
All items that are normally listed in our web shop are usually available for dispatch within 48 hours after receiving payment confirmation, unless listed otherwise. Please take closing days and Public Holidays into account.
Stock levels: Is what you show online available for purchase?
Most of our items are one offs. They are also available for sale in our Melbourne store. Our webshop is not linked to our Point Of Sale computer system but we regularly update the webshop throughout the day as things sell in store. When you purchase an item we first confirm it's availability before your money transfers. On rare occasions a particular item will have sold in the shop that day, in which case you will be notified and your payment will be stopped.
Delivery Information : How quickly can I get my order and how much will it cost?
Postal charges are based on the weight and size of your order.
Charges are calculated and displayed before you make payment
Postage Options within Australia :
- Regular Postage : this is regular delivery within Australia, generally delivered within 1 week of dispatch, depending on the distance that your parcel has to travel. This option is only possible for up to 3 kg and is not traceable in case of loss, we therefore do not accept any responsibility if your parcel gets lost.
- Express Post : If you are in a hurry, Express Post will generally deliver your order the next working day after dispatch. Extra fees apply. Every parcel has a unique identification number which makes your parcel traceable in case of loss.
International Delivery :
We use Express Post International (EPI) or Express Courier International (ECI) depending what is most affordable for the weight of your order. Both options are traceable and require signature on delivery. Delivery can take 3 to 10 working days.
Some countries charge import duties for online orders. This depends on the individual relationship between your country and Australia. Please contact yout local Customs Department for information.
• Refund / Return Policies : Can I return an item?
All our products are high quality and have been produced with great care. We double check every item before we send it to you.
If however, we deliver a product that is damaged, has a production fault or doesn't match the description, we will happily refund you or replace your item. Please return the item to us and we'll refund your shipping costs.
If you have ordered the wrong size and want to swap your item for another, you can return the item to us and we'll issue you with a credit note to purchase something else. In short while we’ll have this system automated through the webshop but for now you will have to call the store to arrange purchase of your new item
Conditions : Always contact us before you send any items back to us and we'll give you a reference number. All returned items have to be new, unworn and in their original condition. The Pixie Collective reserves the right to refuse a refund or return if clothing shows any signs of wear and tear. Refund/return conditions apply till max 30 days after purchase. Please include a copy of your invoice with the return item.
Sizing information : What size am I ?
We stock the creations of over 30 different designers. Most of which only create one off pieces. Many do not adhere to sizing standards. Therefore we encourage you to measure yourself and compare these measurements to those listed with each item for sale. Please call the shop if you have any questions about the sizing of a particular item
• Currency : What currency does my order get processed in?
We are an Australian based business, so your order will be processed in Australian dollars. We give you the option to convert to another currency whilst shopping, but this is mainly a courtesy.
• Care Instructions : How do I wash this ?
Most items in the store come with washing instructions. Many of which will say ‘hand wash only’. As most items are one off originals combining new materials each garment, it is impossible to properly wash test them. Therefore it is recommended that you hand wash things. It’s best to always wash things inside out and dry them in the shade, this will help dyes and prints stay bright. In some cases you may be able to use a net bag and washing machine on delicate cycle with gentle detergent.
Colour information : The colour that I received looks a little different from the screen? Why?
We have tried and tested several techniques to take the fabric photos. We are working on making improvements to our photo booth that we use in store. Currently some photos are photoshoped to help portray the colours as closely as possible. Green is the hardest colour to capture at the moment but we strive to present garment colours as accurately as possible.
