Returns Policy
In accordance with Consumer Contracts Regulations, you have 14 days after delivery to request a cancellation / return for a refund or store credit, and 14 days thereafter in which to return the item unworn and in its original packaging. You can create this return at the bottom of this page. If you wish to cancel before your order has been dispatched please email customerservice@shopdixi.com with your order number clearly displayed with your request - however we cannot guarantee a cancellation will be possible.
As the buyer, you are responsible for the cost of returning an unwanted item.
Items must be returned UNWORN with security stickers attached (if applicable), in original packaging along with your invoice and/or returns authorisation. Should items show signs of wear, or where safety stickers have been tampered with, a return may be refused.
If you have received a free gift with your order and your return takes your total order value below the amount required to be eligible for a free gift, you'll need to return the free gift.
Types of return available
Refund
Funds will be credited back to your original method of payment.
Store credit
Funds will be added to an electronic gift card which you can use at checkout when placing your next order. Gift cards do not have an expiry date, and can be used or saved at your leisure.
Exchanges (UK only)
For where the size of an item isn't quite right and you need to swap it. If you want to exchange for a completely different item, please return for STORE CREDIT and place a new order.
You will need to pay a shipping fee in order for us to dispatch your exchange. In the UK this cost is £2.50. We will email you an invoice for this once your return has been received.
Exchanges are subject to stock availability at the time of processing.
Exchanges (International)
We do not offer Exchanges outside of the UK at this time - you'll need to return for store credit or a refund and place a new order.
Exemptions
In accordance with Consumer Contracts Regulations, there are some exemptions to our returns policy.
This includes items where there may be hygiene considerations, such as; pierced body jewellery, all earrings, nose studs etc. These are not supplied with hygiene seals so will be considered final sale.
One-off, special items that are made to order will not be valid for refund or exchanges. These will be marked as final sale in their product description.
Refunds of shipping costs
UK Postage
In any circumstances where a refund of the ORIGINAL shipping cost is due, only our standard shipping cost (£2.50) will be refunded; you will remain responsible for the difference in price of any upgraded shipping costs. Although you are returning your order, we won't get the original shipping cost refunded from Royal Mail, this is an out of pocket expense for small business returns.
If you have received free shipping on your order and the return of goods takes your order total below the free shipping threshold, a standard shipping cost will be deducted from your refund.
International Postage
International postage costs, as well as any customs or VAT charges paid are NON-REFUNDABLE in all circumstances.
Faulty or damaged goods
All orders are carefully checked and lovingly packaged before dispatch. However, in the rare event your goods appear to be faulty up to 30 days from purchase or they have been damaged on their way to you, please email us straight away atcustomerservice@shopdixi.com with a photo of the fault along with your order number so we can best assist you with this.
For UK Customers
In first instance, we will always aim to issue a replacement of the faulty item or fix the faulty item if possible. If for any reasons this is not possible, we are able to offer store credit to the value of the item purchased. We reserve the right to request that faulty items are returned to us.
Items showing defect deemed to be the result of general wear and tear, accidental damage or neglect will not be regarded as faulty. This also applies to all items sold as seconds (imperfections will have been stated at the point of purchase), and items with natural crystals that may have inclusions and/or organic imperfections.
Examples of neglect are; instances where jewels have been caught on clothing, been exposed to excessive wear, moisture, chemicals, body lotions etc, crystals and stones have detached because of contact with hand sanitiser / moisture, or plating has tarnished due to contact with water. This list is not exhaustive.
Manufacturing faults must be reported to us within 90 days from purchase. Reimbursement or replacements cannot be offered outside of this time.
For International Customers
We will issue store credit for the value of the faulty item. We reserve the right to request that faulty items are returned to us.
Complete your return
You should package your return adequately, in the original box where possible, as you are responsible for it until it reaches us. Envelopes are not suitable for returning jewellery.
Returns must be dispatched back to us within 14 days of your return being approved.