Once you have placed your order, we're unable to make changes or cancellations. We aim to get your packages sent out to you as soon as possible so the chances are your order may be on it's way by the time we see your request.
It's important that you double check that your billing and shipping details are in full and correct before submitting your order.
Firstly, please check your spam folder as sometimes they end up in there! Secondly, was the correct email address entered at checkout? If you think it may not have been, drop us a message and we can change it for you!
Order cancellations are rare but there are a number of reasons why this may be the case. These include but are not limited to; out of stock items, discount code misuse, or for orders placed in a region we are not able to ship to. In these instances a full refund will be credited to your original payment method and an email will be sent to notify you.
Small orders with only a few items will be packaged in a small, letterbox friendly Dixi mailing box. Larger orders are packaged in a small Dixi parcel box. We will include a printed invoice with your order unless you have indicated otherwise. In order to reduce wastage, we like to package items together where we can and orders under £15 may come in plastic sealable pouches only.
We also have a beautiful selection of Dixi branded jewellery boxes, drawstring pouches, envelopes and pop-up pouches, perfect for when you need to add a little touch of luxury to your order! Please note that gift packaging is not included in your shipping price unless otherwise stated in the product listing. Should you wish to guarantee extra wrapping or separate jewellery boxes for items then please add this to your order here.
Your card may have been declined for a number of reasons. - The address does not match the address on the cards records. - The postcode does not match the cards records. - The CVS/security number is incorrect. - The card number is incorrect.
For security reasons we don't have access to any payment details or information on declined transactions, or have any influence over the authorisation process. First we would recommend double checking all the information you've entered is correct, otherwise you will need to contact your bank or card issuer for further assistance.
Payment is not taken by us when your card is declined, although it may temporarily show on your bank statement. This is because your bank 'releases' the funds but we have not 'captured' them. This process is automatically reversed but the time taken will depend on your bank or card issuer.
Easy peasy! Click checkout and you can pop your voucher code in the gift card/discount code box. (This is on the first page of checkout so you can review your total before any payment details are entered)
Just so you know, we are not able to apply gift vouchers to existing orders so if you encounter a problem with your code, drop us an email so we can help!
If you do not spend the full amount on the gift voucher the same code will remain valid with your remaining amount - so make sure you keep that code safe! If you spend more than the value of the voucher (and we don't blame you!) you can simply pay the extra with PayPal or by card at checkout.
For the security of us and our customers, sometimes when orders are flagged by our system as high risk we need to verify certain purchases to help prevent fraudulent transactions. In these cases we will require some form of photographic identification and your proof of address, but please be assured all information received is secure and completely confidential and will not be used for any other purpose.
Your shipping confirmation will be emailed automatically when we process your order for dispatch. Check your spam folder if your confirmation hasn't arrived to your inbox, or if you think you may have entered your email address incorrectly, drop us an email and we can adjust it for you.
In most cases it will be your countries standard postal service, however you can check this list of Royal Mail delivery partners if you still aren't sure. You will receive your tracking information with the Royal Mail link to track your package, and once your order has entered your country and cleared customs you will be able to track via your countries tracking service.
Please note end to end tracking may not be available (until delivery) in some regions once your order has reached your country. These regions include Canada and Australia.
International Customers: Delays can sometimes occur whilst parcels are processed through customs and this isn't something we can predict or control. Furthermore, some regions do not offer end to end tracking once the order has entered your country - these regions include Canada and Australia. Please contact your local postal service for any tracking enquiries as we do not have access to this information.
UK Customers - End to end tracking is not offered unless a guaranteed service has been selected. We would recommend contacting Royal Mail directly to see if an attempt at delivery has been made.
Depending on the current postal status, it can sometimes take a little longer than the estimated time for your goodies to reach you! Unfortunately this isn't something we can control or speed up for you.
You will need to allow at least 15 working days for UK orders and 30 working days for international orders, however in the rare event that your order hasn't arrived within this time, pop us a message to email@example.com with your order number so we can help!
We will be in touch as soon as your order arrives back with us to arrange a new shipment. Unfortunately the return to sender process may take longer than an outbound delivery, and this is outside of our control.
UK orders - We would recommend using a signed for service so you can check to see if your item has arrived to us. We cannot accept liability for items lost when returned to us. If we have agreed to cover return postage for a faulty item, we will indicate which service you need to use as we cannot cover postage upgrades.
International orders - Standard air mail is the most used service for returns, however for peace of mind you may wish to send via a tracked service. On the customs form, include the value of 0 and state that it is a return of unwanted jewellery.
Oh no! Please be assured that this is rare and we'll do what we can to help! Please email us at firstname.lastname@example.org and with your order number, and attach a photo of any damage so we can assist as soon as possible. We would kindly ask that you wait for a response before returning the item to us.
Please bear in mind that items showing defect deemed to be due to general wear and tear, age or neglect will not be regarded as faulty - this includes instances where jewels have been caught on clothing, excess wear, or where plating has tarnished due to contact with water.
Confirmation emails are sent automatically upon approval - this is usually within 1 working day of them being submitted. Please check your spam folder if this hasn't arrived to your inbox. Alternatively, you can check the status of your return by logging back into the returns portal on the Returns & Exchanges page.
Every so often we release discount codes as a little present for all of you Dixi Warriors; we like to show our appreciation! You can find these across our different social media platforms. Follow us on the links below to make sure you don't miss out.
Sometimes it's easy to get confused in all of the excitement of saving money, so here's how: Promotional codes are entered on the right hand side on the first page of checkout. Don't worry, you won't be charged before you enter your discount code, you can review your new order total before you continue to your payment method. Only one coupon code is valid per order.
We know that some of your favourites sell out quickly, so we like to restock when we can! The chances are if you can still see the item on the website, it will be back in stock soon! It isn't there just to tease you - we leave them up so you can sign up to be notified of the items' return. If the item is no longer listed on our website, unfortunately the chances are it has been discontinued.
Sterling silver is an alloy of silver containing 92.5% by mass of silver and 7.5% by mass of other metals, usually copper. 100% silver isn't used as silver alone is too "soft" for producing functional objects such as jewellery.
We love natural crystals and you'll find a variety throughout many of our products! When natural stones are used, please remember that the individual colour, inclusions and characteristics of your crystal may vary from that pictured.
On occasion a synthetic stone may be used; this will always be stated in the item description.
Why not stop by our collection lookbooks for some inspiration with styling your Dixi jewels, where you'll find all our favourite photoshoot shots to help you get the full look. If you have a particular favourite piece, check out it's product page photos to see what other items we've worn ours with.
We also love checking out our #shopdixi instagram hashtag as our Dixi Warriors know how to get creative with their favourite jewels - when you've perfected your look, don't forget to upload and tag us in your photo!
In most cases, no! We include the material of each item in its own individual product description so if you've experienced reactions to certain metals in the past, please make sure to check the description. Ultimately, skin reactions will be down to a combination of the metal alloys present in the jewellery and the individual acidity of your skin. This is not a manufacturing fault and simply due to the chemical reaction of your skin and metal.
If you have particularly sensitive skin, we would recommend choosing sterling silver items where you can. You can also prevent skin reactions by avoiding contact with water and other chemicals found in body lotions and perfumes while wearing your jewellery; along with painting a thin coat of clear nail varnish onto the inside of the ring band or necklace chain to help minimise direct skin contact.
We endeavour to respond to all emails within 48 hours Monday through Friday. We are a small team so we appreciate your patience and understanding. Please also make sure you are sending to the correct email address email@example.com.
Please check your spam folder if you haven't received a reply to your inbox within the time stated. If you find emails are ending up in your junk folder, just add firstname.lastname@example.org to your contacts so you don't miss a message!
We love the blogging community! Unfortunately we have so many email requests regarding partnerships that we cannot get back to everyone, but please do get in touch and if we have any opportunities for bloggers we will have your details on file.
Please email PR@shopdixi.com with any blogging enquiries.