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Pastel Pixie Kawaii Box FAQ

General Questions

What's inside Pastel Pixie Kawaii Box?

Every Pastel Pixie Kawaii Box will have a magical assortment of mystery items with a total retail value of over $100! We include some goodies inside that are totally exclusive to the box and can't be found anywhere else. The types of items that could be inside include clothing, accessories, cosmetics, toys, stationery and more!

How often will I receive my Pastel Pixie Kawaii Box?

Pastel Pixie Kawaii Box is a recurring subscription service.

You are all set to receive a kawaii box every quarter when your charge has been successfully processed with a Quarterly Subscription.

Here's our shipping and billing schedule:

*The billing schedule only applies once you have purchased a subscription; you will pay the full price of one box upon subscribing then you will move to a recurring billing charge for future boxes.

Autumn box: Billed on February 1st, Ships Mid-March
Winter box: Billed on May 1st, Ships Mid-June
Spring box: Billed on August 1st, Ships Mid-September 
Summer box: Billed on November 1st, Ships Mid-December

When will my Pastel Pixie Kawaii Box ship?

Once we ship your Kawaii Subscription Box we will send you a tracking notification that will let you know where your box is and how to track it, while it's on it's way to you!

Autumn box: Mid-March
Winter box: Mid-June
Spring box: Mid-September 
Summer box: Mid-December

What Countries do we ship to?

We ship to the following Countries:

  • Australia
  • Belgium
  • Canada
  • Croatia
  • Denmark
  • Estonia
  • Finland
  • France
  • Germany
  • Gibraltar
  • Great Britain
  • Hungary
  • Ireland
  • Israel
  • Italy
  • Japan
  • Latvia
  • Lithuania
  • Luxembourg
  • Malaysia
  • Malta
  • Netherlands
  • New Zealand
  • Portugal
  • Singapore
  • Spain
  • Sweden
  • Switzerland
  • United States

Shipping Costs:

AUD$8.99 to anywhere within Australia - AUD$19.99 outside of Australia

International Customers are required to pay any relevant duties, customs, or taxes associated with their country, as stipulated with the respective postal offices, on top of what the customer has paid for the box, which we have no control over. 

Once my box ships, how long will it take to arrive?

If you are located in Australia, you will receive a shipping notification by email when your box is dispatched via Australia Post along with a tracking number. At that point, your box will arrive within 1 to 8 business days.

If you are an international subscriber (outside Australia), you will receive a shipping notification by email when your box is dispatched via Australia Post along with a tracking number. At that point, your box will arrive within 5 to 10 business days. Please be aware that international packages may be delayed by customs in your country and that you are responsible for any associated import fees.

What are the T-shirt sizes and measurements?

  

Does my subscription automatically get renewed?

Yes, your subscription will automatically be renewed. Once you have purchased your subscription we will continue to send your quarterly box until you choose to cancel your subscription or if your payments are declined over 3 times. You can contact us for more information at pastelpixie@outlook.com

When will I be billed for a recurring subscription? 

Please note that you will be charged for the full cost of the selected plan upon sign up.

Please refer to the below for processing dates.

Autumn box: Billed on February 1st
Winter box: Billed on May 1st
Spring box: Billed on August 1st
Summer box: Billed on November 1st

What currency will I be charged in?

All orders on pastelpixie.com.au are processed in AUD (Australian Dollars)

What payments do you accept?

We accept all major credit/debit cards.

Unfortunately Afterpay & zipPay is unavailable on subscription boxes.  

How do I update my payment information?

In order to change your payment information, just log into the customer portal here.

I want to cancel my subscription but am in the middle of a plan. Do I still get the Pastel Pixie Kawaii Subscription Box I paid for?

Yes, you will still receive all of the boxes you were charged for.

 

How do I cancel my subscription?

We’re sorry to see you go, please reach out to pastelpixie@outlook.com before canceling to see if we can do anything to assist you with your experience.

If you have to cancel your subscription, just log onto the customer portal.

FOR QUARTERLY PLANS:

You are able to cancel between seasons and you will still receive all the boxes you were charged for.

Remember to cancel before the next billing date to avoid getting charged or receive upcoming boxes. 

Autumn box: Billed on February 1st
Winter box: Billed on May 1st
Spring box: Billed on August 1st
Summer box: Billed on November 1st

You must make the cancellation before the charge/purchase or the product becomes nonrefundable, as the box would have been ordered and being prepared for shipping.

 

Account Questions

How do I change my t-shirt size?

Log in to the customer portal where you can change the sizing you require.

**Please take note that size changes will not be applicable to the current box once it is 7 days past its purchase date, even if the box has not been shipped. However, you may request for a replacement from pastelpixie@outlook.com.

 

 

How do I change my shipping address?

Log in to the customer portal where you will be able to update your billing and shipping addresses.

*All address changes have to be made before getting billed or purchasing a subscription or before a billing date, to avoid them being shipped to a previous address. If you need an address change after you’ve been billed for the box, you must email pastelpixie@outlook.com with the address change within 1 week of being billed.

Refer to billing dates below. 

Autumn box: Billed on February 1st
Winter box: Billed on May 1st
Spring box: Billed on August 1st
Summer box: Billed on November 1st

We apologize for any inconvenience caused. We will always do our best to accommodate changes after the billing date, however not all cases can be fixed. Please email us at pastelpixie@outlook.com for further assistance.

Do I need to do anything when a new box is released?

If you have purchased a box from us in the past, you have a recurring subscription on file. 

Log in to your Customer Portal and re-activate your subscription if it's been cancelled or you can check in with pastelpixie@outlook.com to avoid purchasing another subscription.

If you are already subscribed to our Kawaii Box, we already have everything we need from you.

You’ll automatically be billed and your box will be shipped to the address we have on file.

All you have to do is relax and wait for your Kawaii Subscription Box to arrive.

Exchanges and Returns

I received my box with an item missing, broken or has a manufacturing defect. What should I do?

Any damages, refunds or replacement requests must be requested within 30 days of receiving your shipment. Due to inventory changes, we do not guarantee that all requests will be accommodated as requested. Once processed, you will be asked to verify your shipping address and you will receive new tracking information. 
We do not offer refunds or replacements for items that have been used, washed or tampered with. 
  
As a mystery style subscription, we do not offer returns, refunds or credits for the dissatisfaction of subscription contents. 
  
You may reach out to pastelpixie@outlook.com with photos documenting the damage in a photo or video in an email with the full name and email associated with the account.  
We will be able to replace the item/s unless the item is not in stock, then we will offer a refund or online voucher for the item.

Please take note that waiting for a replacement can take up to 3 weeks.

If, for any reason, a full return of the box is approved, the box will need to be returned to us unopened.

My shipping box has a dent, hole or arrived damaged!

We've put a lot of thought into designing our boxes to make sure they are visually appealing. Please keep in mind the box is primarily for shipping and is designed to protect what is inside.

We do not offer replacements for any damaged box. 

However, if you do receive a box that has a hole in it which has resulted in items missing from your package, please email us at pastelpixie@outlook.com and we will replace those items for you. 

Please provide documented evidence of the damage in a photo or video with the full name and email associated with the subscription box, for us to process a partial refund or send you replacement items.

Please do take note that replacements can take up to 3 weeks to be received.

I've received my apparel item that is in the wrong size.

Oh no! Our team works really hard to make sure your boxes are up to our Kawaii standards! But we’re only human.

If you received the wrong size in your box please send an email to us at pastelpixie@outlook.com and we will have the correct size sent to you. If the item is out of stock we will issue you an online gift card.

Let us know what products you want to see inside the Pastel Pixie Kawaii Subscription Box at pastelpixie@outlook.com

We hope you enjoy your Pastel Pixie Kawaii Subscription box!