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General Help

Email: customerservice@shopdixi.com
Visit the #Shopdixiblackout FAQ

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One coupon code valid per order. Offers are not valid in conjunction with any other code or discount unless stated otherwise. Coupon code MUST be entered at checkout to redeem - codes cannot be applied to existing orders in any circumstances. Codes valid at the times stated, however we reserve the right to void coupon codes at any time and for any reason. All times stated are in GMT - coupon codes will not be extended for alternate time zones. International shipping fees are non-refundable.  All treat sets and shipping fees are exempt from discounts. Other exclusions may apply.

We reserve the right to cancel any order or make any price change, at any time and for any reason. A receipt for payment does not constitute a contract between the buyer and Dixi.


When will my order be dispatched?
Our little Dixi elves aim to get your order lovingly packed and dispatched within 1 business day of it being placed. However, during this extremely busy time we really appreciate your patience and understanding as it may take our team a day or two more to get to your order.

You will receive your shipment tracking (if applicable) via email. Please be sure to wait 48 hours for tracking to become available as it needs to be collected and scanned by the Royal Mail hub. You can view more info on our shipping policies here.

I haven't received an order confirmation. Have you received my order?
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.

How will my order be packaged?
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 (especially sale items) may be packaged together. Items £15 or below will be packaged in plastic packaging only - this makes it possible for us to bring you these large discounts and process your orders as efficiently as possible.

Can I make a special request?
We are not able to take any special requests during our Black Friday sale, including personalised gift tag messages, extra gift wrapping, colour/stone preferences or invoice removal.

Can I combine orders?
Unfortunately, not - sorry! At this busy time this simply isn't possible with the volume of orders that need to be processed. Please make sure you've got everything you want in your cart before checking out, otherwise you will need to place a new order!

Can I change my shipping address?
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 any orders returned to sender will incur further shipping fees in order to be re-dispatched to you.

Can I cancel my order?
Again, once you've submitted your order it is final and we aren't able to adjust or cancel! Sorry! You will be able to create a returns request upon arrival. You can find more info on our returns process here.


I forgot to apply my coupon code!

We are not able to apply coupon 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 coupon 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.

Can I purchase Treat Sets with coupon codes?
Treat sets are already super discounted (yay!) so are exempt from our Black Friday coupon codes; however, you can still complete your full order and use your coupon code, the code just won't apply to the exempt item(s). Please also bear in mind that all treat sets are final sale and non-returnable.


What is your returns policy?
In addition to Consumer Contracts Regulations you have 14 days to return for refund or store credit on any unworn items. Certain returns outside of these time scales may be accepted at our discretion, e.g. items purchased for gifts, however you will need to contact us to arrange this and we still reserve the right to refuse any return outside of the times stated.
Any special/one-off items such as ring trays and treat sets, as well as body jewellery such as earrings and septum rings are final sale and will not be accepted for returns. 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.

I'm not sure of my size. Can I return items for replacement?

We are unable to offer any free exchanges for items purchased at 35% discount or more, or for international customers. However during our sale we will offer exchanges where postage has been paid for - upon return of items, we will issue you with an invoice for postage and will not dispatch until this has been paid. No reservations will be accepted so exchanges are subject to stock availability at the time of return.
We know you'll be super eager to get your order placed but we would recommend (for your own peace of mind) taking some extra time before ordering to make sure you've got the right size and item. You can find more help on our sizing here.

I've received a free gift. Do I have to return this as well?
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.



Do you have [insert item here] in my size?
If your size is not listed on our website, this will be unavailable or out of stock. Sorry!

My transaction was declined - help!
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 may need to contact your bank or card issuer for assistance.

My favourite item is out of stock! Can I get a rain check on your sale/coupon?
Unfortunately not - many items in our Black Friday sale are available in limited quantities only, but don't despair! If the listing is still on our website you can sign up for restock notifications so you can grab it when it's back in store! We can't rain check any coupons or offers though.

Can you reserve me an item?
We are not able to offer reservations in any circumstances. To keep our sales as fair as possible for all our lovely warriors, stock is first come first served!

What is my total in my currency?
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.

During this extremely busy season we would really appreciate you taking the time to read through our website as well as any terms and conditions before emailing, as your question is most likely answered there!

Please remember that the people at the other end of your message are humans too - your patience and understanding is much appreciated by our lovely team!

I have a quick question not regarding an existing order, and have checked your website.
Pop on our live chat or tweet us @shopdixi. Please do this prior to emailing as we'll aim to respond sooner.

I have an issue 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, but please be aware that due to the volume of requests it may take up to 3 business days for us to get to your email.