You can easily return your order by registering it via this link . Make sure you fill in your entire order number!

You print out the requested return label, stick it on the package and hand it in at a parcel point of the shipping company stated on the return label.

You can track your return shipment via the same portal.

Unfortunately, it is not possible to cancel or change the order after placing it.

Contact us via our chat to get the best help possible. You will get an answer and help from us as soon as possible.

If you return a product to Fairybell, we will process your refund once we have received and inspected the returned item. Depending on your bank or payment provider, it may take up to 10 business days for the refund to appear on your account.

You have proof of purchase of a Fairybell® article that was purchased no more than 3 years before the warranty claim.

If you bought your Fairybell from one of our retail partners, you can submit your service request on this page . Our customer service will then help you further.

Please note: if you purchased your product in our webshop, you can submit the service request via the chat at the bottom right.

After correctly completing the service request form, our customer service will contact you within 24 hours.

Please note: if you purchased your Fairybell in our webshop, you will be helped immediately via chat.

The warranty consists of replacing defective parts up to three years after the date of purchase. This concerns manufacturing defects and therefore not misuse, storm damage or vandalism.

Always take one size smaller than your mast: the Fairybell® does not have to be hoisted to the top. You can attach the bottom of the Fairybell® to the ground with pegs or use a Flex-Bottom-Cross . In any situation, make sure that no LEDs end up on the ground.

Follow the manual that came with the Fairybell®. If you can't figure it out with this manual, you can scan the QR code on the manual with your phone's camera. You will then be redirected to a site where you can set up the Fairybell® with the help of a video. Finally, we have created a special instruction page with videos on how to set up your Fairybell®.

For models up to 400 cm, insert the ground tube (packed in the top section of the mast) 60% into the ground. The lower mast section slides over the remaining 40%.

For models from 600 cm, you dig the ground tube about 70% into the ground. The lower mast section protrudes into the remaining 40% of the ground tube. To prevent subsidence in soft ground, you can place a brick or tile under the ground tube to be dug.

If you bought your Fairybell from one of our retail partners, you can file your complaint on this page . Our customer service will then help you further.

Please note: if you purchased your product in our webshop, you can submit the service request via the chat at the bottom right.

As with other Christmas lights, it is possible that your Fairybell has become tangled. Follow the steps below to easily solve this problem. Prepare your Fairybell® as follows:

• To untangle your Fairybell®, it is best to place it on the floor.
• DO NOT detach the LED lights from the fabric straps or open any snaps between the straps.

How to untangle Fairybell®

This process works best with two people.

Step 1:

• Start with the hook, this is the top of the Fairybell®. Hook it into the ground; or around a table leg so that it is well anchored.
• Now place the bands (with the lights) in a straight line, starting from the top (hook), all the way to the bottom 'plugs'.

Step 2:

• Go to the hook at the top and take the rightmost and leftmost straps in your hands (these are the straps you normally use to "close" your Fairybell®, to make it round).
• Now gently pull them outwards (at the same time) to fan out the Fairybell® (flat on the ground).

Step 3:

• Work from the top all the way down to the bottom of the tires, taking both of the next set of outer tires and continuing to gently pull and fan out.
• If the bands or cord with the LEDs remain tangled, shaking them can help. They often become untangled.

After use, place the Fairybell® neatly and untangled (flat) on the ground and tie string around parts of the Fairybell® (bands with lights), so that you start the next season with a neat Fairybell®.

Please note: remove the intermediate cable before you start packing the Fairybell® in the box. When you put the Fairybell® back in the box, hold the hook and let the bottom part (plugs and straps) go into the box first and end with the hook at the top. So the hook goes in the box last!

You can also purchase a Fairybell® storage bag in which you can easily store your Fairybell®.

For models up to 1000 cm, the Fairybell® costs – at the most expensive electricity supplier – a cup of coffee on the terrace if you leave it on for 8 hours a day for 50 days. So don't worry about a high energy bill during the Christmas period!