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General Help


Email: customerservice@shopdixi.com
Visit our FAQ to see if your question has been answered.

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ORDERS

We aim to dispatch orders within 1-2 working days of them being placed, but please bear in mind that we are a small team of Dixi elves and it may take a day or two longer during peak sales periods.

You will receive your shipment tracking (if available for your order) via email. Please be sure to wait 48 hours after dispatch for tracking to become available as it needs to be scanned through into the postal system. You can view more info on our shipping methods and policies here.

Order confirmations are sent automatically when they have been received by us - please double check your spam folder in case it is in there. You can also log into your Dixi account to see if your order has been successfully submitted. If you think your email address may be wrong, drop us a message so we can alter this and resend your confirmation.

Gift packaging is not included in the cost of shipping. Depending on the individual requirements of the items purchased, your order may be packaged in a mixture of sealable plastic pouches, Dixi envelopes, Dixi pop up pouches, cotton bags or small jewellery boxes. In order to reduce wastage, please bear in mind that items may be packaged together. Items £15 or below will be packaged in plastic packaging only. Please purchase any extra packaging if required here.

We are not able to take any special requests during this very busy sales period.

This includes (but is not limited to) personalised gift tag messages, extra gift wrapping, colour/stone preferences or invoice removal.

Unfortunately, not - sorry! Please make sure you've got everything you want in your cart before checking out, otherwise you will need to place a new order.

Sadly, no. We are a very small team and we do try to dispatch as soon as possible, so even if you email us right away, any requests or adjustments may not be seen by a member of our team until your order is already on its way to you.

Once you've submitted your order it is final and we aren't able to adjust or cancel. We do kindly ask that you thoroughly check your order and order total before hitting submit to avoid disappointment. We cannot apply discount codes or make any other adjustments retrospectively. This is really important!

No, we aren't able to adjust your information once you've placed your order. Please take a moment before submitting your order to make sure you've supplied the correct shipping address, written in English and in FULL. We can't be held responsible for orders that go missing due to incorrect shipping information being supplied to us, and you will be responsible for any further fees incurred on parcels returned to sender due to address errors.

Again, once you've submitted your order it is final and we aren't able to adjust or cancel! Sorry! We do kindly ask that you thoroughly check your order and order total before hitting submit as we cannot apply discount codes or make any other adjustments retrospectively. This is really important!

You will be able to create a returns request upon arrival. You can find more info on our returns process here.


DISCOUNT CODES

We are not able to apply discount codes to existing orders in any circumstances. They MUST be applied at checkout before you confirm your total and payment. If your total doesn't seem quite right, double check your discount code has applied before hitting submit. Please remember that when you hit 'submit' you are confirming you are agreeing to the order total being deducted from your account and this is final. Discounts cannot be added retrospectively.

Sorry, we can't! We understand that other time zones might make this difficult, but there does have to be a cutoff and it isn't fair to all our other customers who have made their order at a specific time. But don't worry! We've got a whole season of offers and treats we've been working on, so there will be loads of chances to get your hands on Dixi treasures at a crazy price!


EVERYTHING ELSE

If your size is not listed on our website, this will be unavailable or out of stock. Sorry!

If the item is still visible on our website, you can sign up with your email for a restock notification. However if the item is no longer on our website the chances are that it has been discontinued.

For security reasons we don't have access to information on declined transactions, so we aren't able to shed any light on why this may be. We would recommend double checking that all the card information and addresses you've provided are correct as this is the most common reason for a declined transaction. Otherwise you will need to contact your bank or card issuer for assistance.

You can change the currency view on our website by clicking 'GBP' in the black bar at the top of the page and selecting your currency, however your checkout and receipt totals will still be in £GBP. Please note that our currency converter will only show estimates and your actual exchange rate will be set by your bank or card issuer. This is not something that we have any control over.


SHIPPING

Tracking numbers are emailed automatically upon dispatch of your parcel, but please bear in mind that tracking isn't available for all orders.

Easy! Through our tracking page here. You just need your 6-digit order number and the email you placed it with.

Please allow at least 48 hours for tracking to become available though, as it needs to be scanned through into the system.

Check out our shipping page here for all the details you need on delivery estimates!

Some services require a signature upon delivery, so someone will need to be available to take receipt of your order. If your order has tracking, we recommend checking this regularly for any delivery notifications or missed packages.

Yes we do, but there are a few exclusions! You can find all information on shipping here.

Sorry, as this is something that varies from country to country we can't estimate this for you and you'll need to check with your local customs authorities before placing your order!

For your info, your parcel will be marked as 'costume jewellery' along with the goods total value as legally required by us.


RETURNS

In addition to Consumer Contracts Regulations you have 14 days to return for refund or store credit on any unworn items provided they are returned in their original condition. You can also return for exchange for a standard shipping fee - this applies both to UK orders and International orders.

Any special/one-off items such as ring trays, sets, or special luxe items, as well as body jewellery such as earrings and septum rings are final sale and will not be accepted for returns in any circumstances. Please ensure you check the collection page and product page to ensure you know if your item is refundable or not.

All return fees are the responsibility of the buyer and you are responsible for the return until it arrives back with us. We are not liable for items that go missing or are damaged when they are returned to us, so make sure that they are packaged securely.

IIf you require an exchange, you will also be required to pay a standard shipping fee in order for the replacement to be dispatched to you.

Exchanges can be made within 14 days of your order date. All exchanges will be subject to payment of a standard shipping fee. An invoice for standard shipping will be emailed upon arrival of your return and your replacement will be shipped on receipt of this. This applies to both UK & international orders.

Please consider your purchase carefully as we really want you to love your items. If you need sizing help check out our reference page here.

In order to offer the amazing deals that we do over the coming season, our standard returns policy applies to all orders. Returns may not be accepted outside of our usual 14 day return period, so please make sure to double check sizing and suitability before submitting your order.

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 will also be required to return it. Your return may not be authorised if free gifts are not returned where applicable.

I have a quick question not regarding an existing order, and have checked your website.
Tweet us @shopdixi. Please do this prior to emailing as we'll aim to respond sooner. You can also reach us via live chat. If someone isn't immediately available, you can leave a message and we'll get back to you!
 

I need help with an existing order, and have checked your website.
Drop us an email at customerservice@shopdixi.com making sure to include your order number in the subject line. You'll receive an auto response to confirm we have your email. Please also make sure to include as much information (including photos or screenshots where applicable) as possible in your initial email as this will help us rectify your issue more efficiently. We'll aim to get back to you as possible (usually within 1-2 working days), but please be aware that due to the number of requests it may take us a little longer to reach your message.

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