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Dixi & Ecologi Watch Our Forest Grow

Frequently Asked Questions

Got a question that needs answering before you shop our #dixiblackout2023? It's probably answered here! You can also use the 'HELP' menu in the bar at the top of our website to find more detailed information on Shipping, Delivery, and our Returns Policy.

Shopping FAQs

I need something smaller/larger, have you got any more available?

All available sizes will be shown on the product page. We do not have additional stock outside of this.

I'm not sure what size I am!

Check out our sizing page here. Please consider your ring sizing carefully before purchasing, as we cannot offer exchanges on sale items.

Are all your rings 925 Sterling Silver?

The vast majority are, although we also now carry some 9ct Gold items too. The metal contents of each item will be included in every individual product description.

Can you reserve an item for me?

Sorry, all products are first come first served and we are not able to take reservations at this time.

Discount code FAQs

Where is the discount code?

Discount codes are automatically added to valid lines at checkout, so you shouldn't need to enter one. However in the event of an error, you can find the latest discount code on the front page of our website, as well as on our socials.

The discount code is not working

The error message will tell you why your discount code isn't working - it will probably be one of the following.

- Discount codes are NOT valid on top of sale prices. 
- The item(s) in your cart may also be subject to exclusions.
- The discount has expired.

The discount code expired before I checked out - can you extend it?

No, we are not able to extend ANY discounts. We have multiple discounts running over the entire weekend, and these will apply automatically to your cart at checkout. Once they've expired, they've expired - move onto the next discount!

Why is my favourite item not included in the discount?

We've tried to include as many items in the discounts as possible, however there are just a few designs we simply cannot afford to offer our huge Black Friday reductions on. We're a small business and costs are incredibly high for us right now. We truly hope you can understand!

Checkout & Payment FAQs

What payment methods do you accept?

All major credit and debit cards, PayPal, and Shop Dixi Gift Cards.

How do I order in another currency?

We are UK based so all orders will be taken in £GBP, but you can see pricing estimates by clicking the GBP tab at the very top of our site (next to your cart) and selecting your currency. Please note this will display estimates only, and your exchange rate is set solely by your bank or card issuer (or PayPal if you use this).

My transaction was declined.

There are a number of reasons why your transaction might have been declined, but for security reasons we don't have access to your payment information so we can't advise on exact reasons.

If you have been given a decline code, google this - it may clarify reasons why your transaction was declined. 

You may also want to ensure ALL your details are correct (and match the details associated with your bank card), including your zip/post code.

Can I change/cancel/add to my order?

Sorry, no! We aim to process and dispatch your order as swiftly as possible so we simply cannot make amendments once you have submitted your order. We most likely likely will not see your request before we get it dispatched!

Please ensure you've checked all your address information before submitting. The details submitted are the sole responsibility of the buyer and we cannot be held liable for parcels that go missing due to address errors.

I haven't recieved an order confirmation.

Please double check your spam folder (or "promotions" folder if you use gmail). If you think you might have entered your email address incorrectly at checkout drop us a message so we can alter it.

Shipping FAQs

How long is the delivery time?

Please view shipping estimates here. Bear in mind that these are not guaranteed times, and at this extremely busy time of year, delays outside of our control will inevitably occur.

When will my order dispatch?

We ship Monday to Friday and aim to process your order within 1-2 business days of it being placed. However at peak times please allow extra time for this. We are estimating a turn around time of no more than 5 working days. You receive an email confirmation when your order is processed.

Will there be customs charges?

There may be customs / import taxes due, depending on the total value of your order. These are your responsibility to pay, and are not included in your order.

It is our legal duty to complete both a customs label AND electronic customs form, complete with a manifest of all items included in the parcel and their value. This applies to all orders outside of the UK. These charges are levied by your local government (NOT us) and rates vary from country to country, so we can't give you notice of this ahead of time. Please see here for more information, and consult with your local customs authority first to avoid any unexpected charges.

Can I track my order?

You can find all information regarding tracking here.

Do you ship to my location?

We ship worldwide every day so most likely, but there are some exceptions! Check out full details of our shipping services here.

Returns & Exchanges FAQs

Can I return an item I bought on sale?

In accordance with Consumer Contracts Regulations you will be able to return unwanted, unworn items within 14 days from delivery for refund or store credit to the value paid. This excludes all pierced jewellery including all earrings which for reasons of hygiene are all final sale and non-refundable. Please note that you as the buyer are responsible for covering the shipping cost of returning your item. You can view detailed return info here. We kindly ask as a small business that you consider requesting store credit at this time. Lots of returns means we won't be able to offer future sales!

Can I return a sale item for exchange?

We are not currently accepting exchanges on any items purchased on sale. You will need to return for a refund or, where possible, we would greatly appreciate you opt to return for store credit!

Can I read your full returns policy?

You can review our full returns policy and arrange returns here.

Still got an unanswered question?

You can reach us at Emails are monitored Monday to Friday 9am - 5pm GMT and we aim to get back to you within 3 business days. If you are waiting for a response, please monitor your spam folder, or 'promotions' tab if you use gmail.


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