Return and Refund Policy

We want you to be happy with what you receive from The Paladin & The Pixie.

We make and personalize many of our treasures by hand, then package and send them ourselves. Because of that, we have a few clear rules for returns, refunds, replacements, and damaged orders.

Please read these terms before placing your order. They are written to keep the path clear for everyone—and to keep the Pixie from having to consult an unnecessarily complicated map.

IMPORTANT: Lost, Stolen, or Undelivered Packages

All orders are shipped with tracking. Once your package has been handed to USPS or UPS, responsibility for delivery passes to the carrier. Lost, stolen, misdelivered, or missing packages must be reported to the appropriate carrier using the tracking information provided to you.

Please see our Shipping Policy for complete instructions regarding packages that are lost, stolen, marked as delivered but not received, or otherwise missing.

If a package shows as delivered but cannot be found, please check with household members, neighbors, and the delivery location first. If it remains missing, you will need to contact the carrier and file a report with USPS or UPS, as appropriate.

The Paladin & The Pixie cannot automatically replace or refund an order simply because the carrier shows the package as delivered or the package goes missing after it has entered the carrier's hands.

We make the treasure. We pack it carefully. We send it on its journey with tracking. From there, the road belongs to the carrier.

30-Day Return Window

For eligible merchandise, returns must be received by us within 30 days of delivery.

This return window gives customers throughout the United States—including Alaska, Hawaii, and APO/FPO addresses—reasonable time to inspect their order and return it if necessary.

To be eligible for a regular return, merchandise must be:

Unused
Unworn
Unaltered
In its original condition
In its original packaging

Items that arrive damaged are handled under the damaged-order section below. They do not need to be in undamaged condition, for obvious reasons.

If you believe your order qualifies for a return, please contact us before sending anything back. We will let you know whether the return is approved and what to do next.

Contact Us Before Sending Anything Back

Please do not mail a return to us until you have contacted us and received return authorization.

You may contact us by:

Email
Facebook Messenger

Please include your order number and the reason for the requested return.

Every return request is reviewed by the Pixie Council before anything is sent back. The Council will ask questions, request photographs, and request additional information before making a decision.

This is simply our way of making sure we understand what happened before we decide what should happen next.

Any decision regarding reimbursement of return shipping will be made by the Pixie Council after the item has been returned and inspected.

Returns mailed to us without prior authorization may not be accepted or processed.

In other words, surprise packages may be mysterious and exciting in fantasy stories. They are much less useful in the returns department.

We promise the Council is friendlier than it sounds. Usually.

Return Shipping

For ordinary returns, the customer is responsible for return shipping.

Original shipping charges are non-refundable.

If an item arrived damaged or we sent the wrong item, we will provide return instructions. Any decision regarding reimbursement of return shipping will be made by the Pixie Council after the item has been returned and inspected.

Return shipping reimbursement is not automatic simply because an order is returned. The circumstances of the return will be reviewed before any reimbursement is approved.

In other words, the Council does not make its ruling from a photograph of the package sitting on your porch. We need to see what came home to the hearth.

Damaged or Incorrect Orders

If your order arrives damaged, or you believe you received an incorrect item, please contact us promptly.

You must provide:

Your order number
A description of the problem
Clear photographs showing the item and the issue
Photographs of the packaging when shipping damage may have occurred

We cannot authorize a damaged-item return without photographs.

The photographs help us understand what happened before the item is mailed back. They also help us determine whether the damage may have occurred during shipping, during production, or after delivery.

If we authorize the return, the item must be mailed back to us according to the instructions we provide.

No refund or replacement will be issued until the item has been returned, received, and inspected by us.

For broken items, including glass or other fragile merchandise, please return all pieces and the original packaging whenever possible. We may inspect both the item and its packaging to help determine how the damage occurred.

Once the returned item has been inspected and the issue confirmed, the Pixie Council will determine whether the appropriate resolution is a replacement or refund.

The final resolution will be determined by The Paladin & The Pixie, otherwise known as the Pixie Council.

The Council's decision is based on the order, the condition of the returned item, the photographs and information provided, and what we find when the item reaches our hands.

We are not looking for someone to blame. We are trying to understand what happened and decide what is fair.

Custom & Personalized Orders

Custom and personalized items are final sale.

They cannot be returned or refunded simply because you changed your mind after the item has been made.

The exception is when:

The item arrives damaged, or
We made an error and the finished item does not match the design or personalization you approved.

A custom or personalized item that was made correctly according to the approved information is not eligible for return because the customer later decides they would have preferred something different.

Please Check Your Personalization Carefully

Before production begins, you are responsible for reviewing and approving all personalized information provided to us.

This includes:

Names
Spelling
Dates
Initials
Numbers
Quotes
Punctuation
Capitalization
Design details
Placement
Any other information included on the finished product

Once you approve the personalization, we will produce the item exactly as approved.

If you approve a name as D-A-R-Y-N, and that is exactly what we produce, the order is considered correct even if you later discover that the intended spelling was D-A-R-R-E-N.

Autocorrect, spell check, typing errors, forgotten dates, incorrect initials, or other mistakes in information supplied and approved by the customer are not considered production errors.

If you would like the item remade because of an error in information you approved, a new order and payment will be required.

If the mistake was ours and the finished product does not match the approved design, we will make it right.

There is a simple rule here: Please check the details carefully before the work begins. Once we start work in the workshop, your approval becomes our instruction.

Earrings

All earrings are final sale for hygienic reasons.

We do not accept returns or exchanges on earrings once they have been shipped.

If earrings arrive damaged or we send you the wrong item, please contact us and follow the damaged-order procedure above.

Sale & Clearance Merchandise

All sale and clearance merchandise is final sale.

Sale and clearance items cannot be returned, exchanged, replaced, or refunded unless the item arrives damaged or we sent an incorrect item.

Handmade Means Handmade

NORMAL VARIATIONS IN HANDMADE PRODUCTS ARE NOT DEFECTS.

Many of our products are handmade, hand-finished, engraved, made with natural materials, or created from reclaimed and upcycled materials.

That means no two pieces will always be perfectly identical.

Normal variations may include differences in:

Wood grain
Gemstone color, markings, shape, or pattern
Upcycled and reclaimed materials
Hand-applied finishes
Texture
Color
Engraving placement
Small differences in alignment or appearance
Other characteristics created by natural materials or handmade production

These variations are part of what makes each handmade piece unique and do not automatically qualify an item as defective, damaged, or incorrect.

A handmade object should look handmade. That is part of its story.

The Paladin does not promise that every grain of wood will march in formation, and the Pixie has never once managed to convince a gemstone to behave predictably. That is part of the nature of working with real materials and human hands.

Refunds

Approved refunds will only be processed after the returned merchandise has been received and inspected.

If a refund is approved, it will be issued to the original payment method whenever possible.

Original shipping charges are non-refundable.

Return shipping for ordinary returns is also the customer's responsibility unless the Pixie Council specifically approves reimbursement.

Refunds are not issued simply because a return has been mailed. The return must first be received and inspected, and the refund must be approved.

Replacements

If the Pixie Council determines that replacement is the appropriate resolution for a damaged or incorrect order, we will provide information about the replacement after we have received and inspected the original item.

Replacement items will not be sent before the original item has been returned unless the Pixie Council specifically agrees otherwise.

If a replacement is approved, we will let you know what happens next. Please do not purchase a replacement separately unless we instruct you to do so.

Items That Cannot Be Returned

The following are final sale unless the item arrived damaged or we made an error:

Custom items
Personalized items
Earrings
Sale merchandise
Clearance merchandise

"Final sale" does not mean "we disappear into the forest if something genuinely went wrong." Damaged or incorrectly made items are still handled according to the procedures above.