Has my order shipped?
Click the "My Account" icon at the top right side of our site to check your orders status.
How do I change quantities or cancel an item in my order?
If you have an account with us, click the "My Account" icon at the top right side of our site to view orders you have placed. Then click the "Change quantities / cancel orders" link to find and edit your order. If you checked out as a guest and need to edit or cancel an order, please email Customer Care at firstname.lastname@example.org with your order number and we will assist you.
Please note that once an order has begun processing or has shipped, the order is no longer editable.
How do I track my order?
Once an order has been placed, a confirmation email with tracking information will be sent to the email address that was provided at check out. If you are having trouble locating the confirmation email and have an account with us, you can click the "My Account" icon at the top right side of our site to view orders you have placed. Click on the "View Order Status" link to view tracking information for a particular order.
My order never arrived.
Please first check with the shipping carrier to track your package (see above) and confirm that it has indeed been delivered. Shipping carriers can oftentimes provide specific GPS locations as to where your package was dropped off. This information can help you determine if it was mistakenly delivered to a neighbor or kept in a parcel locker, etc. Furthermore, if your package has been lost or stolen, the shipping carrier can assist in retrieving it or filing a missing/stolen mail claim.
Please contact Customer Care at email@example.com if you need further assistance.
An item is missing from my shipment.
Click the "My Account" icon at the top right hand side of our site to track your order status. Make sure that the status of ALL of the items in your order say that they have shipped. Occasionally, we will have to ship items separately if they are larger/heavier and may arrive at different times.
Check with the shipping carrier to confirm that all of your packages were delivered using the tracking information provided to you (see above). If your packages each show a status of "delivered," contact Customer Care at firstname.lastname@example.org for assistance. To better assist you, please provide us a picture of your package/packaging and packing slip.
My product is missing parts.
Please contact Customer Care at email@example.com for assistance. To better assist you, please provide your order number and pictures of your incomplete item and package/packaging.
How do I create an account?
Click on the "My Account" icon located on the top right side of our site > click on the Create Account link.
How do I edit my account information?
Click on the "My Account" icon at the top right side of our site > click on the Your Account Details link to edit your account information.
How much is my shipping?
Shipping is automatically calculated prior to submitting your payment information. Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices.
I forgot my password.
Click the "My Account" icon at the top right side of our site. Click on the "Forgot your password? Click here" link that is located under the login box. This link will send an email with instructions on how to retrieve your password.
I received the wrong product.
If you feel that you have received the wrong product, please contact Customer Care at firstname.lastname@example.org within 72 hours of receiving the product. To better assist you, please provide us your order number and a picture of the incorrect item.
What are my shipping charges?
Shipping is automatically calculated prior to submitting your payment information. Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices with transit time estimates and their respective prices.
What is your free shipping policy?
We provide free standard shipping to all domestic orders over $149
When will my order ship?
Our team at Fairy Homes and Gardens strives to fulfill orders in one to two business days once an order is placed. However, fulfillment times may take longer during busy seasons and holidays. Should orders take unusually longer to fulfill, customers will be promptly notified by a member of our team.
Please be advised that order fulfillment and shipping times are independent of each other. Transit times shown under shipping methods at checkout are estimates provided by shipping carriers and should be taken into account in addition to our order fulfillment time. Customers will receive a shipment confirmation email when an order has shipped with tracking information within 24-48 hours of shipment.
If you need to place a rush order by a certain date, please contact Customer Care at email@example.com prior to checkout to see if we can assist you by your deadline.
Do you ship to my country?
We know that the love of fairies and the fairy world extends far and wide. We ship to the following countries:
Australia, Canada, France, Germany, Ireland, Italy, Mexico, New Zealand, Spain, Sweden, The United Kingdom, US Virgin Islands.
Send us an email if your country is not on this list.
*NOTE: Currently, larger international orders must be placed by phone. Please email Customer Care at firstname.lastname@example.org with the items you wish to purchase, shipping methods you prefer, and dates/times you are available to complete your transaction. We will provide shipping estimates prior to checkout.
What is your return policy?
Please check our Refund Policy.
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Pricing and Billing
Do I have to pay sales tax?
Sales tax is automatically applied to customers residing in California, which is the state in which our warehouse is located.
I have a question on my charges/I need a copy of my invoice.
Click the "My Account" icon at the top right side of our site. Click on the "Completed Orders" link to review your previous orders. You may print invoices and compare with your financial records. If you have further questions or concerns, please contact Customer Care at email@example.com for further assistance.
When will my credit appear on my account?
Returns are processed within 3 to 5 business days from receipt of merchandise. Items must be in unused original condition. Credits to your original form of payment usually take 7-10 business days but vary depending on your banking institution.
When will my credit card be charged?
Your credit card will be charged within 24 hours of completing your purchase.
How do I find my product?
To find the product(s) you're looking for, you may (1) use the navigation menus on the top and left sides of our website, (2) type a keyword into the SEARCH box. If you have any trouble locating a product, feel free to contact Customer Care for assistance.
How do I navigate the site?
To navigate this website, simply click on a category you might be interested in. Categories are located on the top of our website. QUICK TIP: Place your mouse cursor over anything you think could be a clickable link. You'll notice that anytime you scroll over something that is a link, your mouse cursor will become a "hand." Whereas scrolling over anything that is NOT a link will leave your cursor as an "arrow." You may also type a keyword into the SEARCH box to quickly find a specific product. If you have any trouble locating a product, feel free to contact Customer Care for assistance.
How do I use a coupon?
After adding items to your cart, click the Shopping Basket icon at the top of this site to view your cart. At the bottom of the shopping cart you'll see a box where you may enter your coupon code.
I have questions not answered here. How do I contact you?
You can reach us here.