The Returns & Refunds Department

Don’t look in here! It doesn’t get used very often and it’s all dusty. But if you’re wondering about our Returns and Refunds Policy, here it is …

The Fairy Nice Returns & Refunds Policy


Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

Several types of goods are exempt from our returns & refunds policy: Namely all virtual, downloadable products (including Secret Fairy Circle Membership), whoopsie Fairy Doors, sale items and gift cards.

Personalised items (including personalised Fairy Letters included with your Fairy Door) are excluded from our returns & refunds policy unless we agree that an error has been made on our part, regarding your personalisation requirements.

To begin a return

To start a return, you must first contact us at Items sent back to us without first requesting a return will not be accepted.

Any refunds offered will be automatically applied to the original method of payment. Therefore, if you received your order as a gift, the gift giver will receive the refund.

Lost items

Please see our delivery page to understand our current definition of when we deem items to be lost in transit.

If your item is agreed as “lost”, we will discuss with you whether a replacement item or a refund would be most appropriate at that time.

Damaged, faulty or incorrect items

Damaged, faulty or incorrect items must be reported to us via email at within 48 hours of receipt.

We assess each case on an individual basis in order to offer the best solution, and may offer repair, replacement, refund or exchange as a remedy.

Although we accept no liability for items damaged by rough handling in transit, we will seek to assist you wherever possible if this is the case.

Unwanted items

We hope you will be delighted with your beautiful Fairy Door. However, if for any reason you are not thrilled you have 14 days to return your item to us for an exchange or refund.

To be eligible for a return, your item must be complete, unused, and in the same condition that you received it. It must also be packed properly in the original packaging. We require your order number and the name and email address that your order was placed under.

Refunds of unwanted items will be the price paid for the original item only. Original shipping costs for unwanted items will not be refunded.

Unwanted Fairy Doors (additional)

In addition to the above, refunds for unwanted Fairy Doors will include a deduction of the current cost of a personalised Fairy letter, to account for the included Fairy letter which is exempt from return.

No deduction will be made for the complimentary Secret Fairy Circle membership included with your Fairy Door. However, your complimentary membership will be cancelled and you will no longer have access to this member area.

How to return your items

If your return is accepted we’ll provide instructions on how and where to send your package. The cost and arrangement of return shipping will be the responsibility of the buyer as well as any customs charges, unless otherwise agreed in advance.

Depending on where you live, the time it may take for your returned order to reach us may vary. If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item. Returns lost in transit will not be refunded.

Receiving your refund

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.

If your return is approved, your refund will be processed immediately, and a credit will automatically be applied to your original method of payment.

Please remember it can take some time for your bank or credit card company to process and post the refund.