How long do I have to return my order?

You have 14 days from the day your order is delivered to let us know you'd like to return it.

Once your return has been approved, you have a further 14 days to send your item back to us.

Returning an unwanted item

Return postage for unwanted items is the responsibility of the customer.

Items may be tried on as you would in a shop, but please take care of them while they are in your possession.

Returned items should be:

• In their original condition
• In their original packaging
• Returned with any security stickers or tags still attached, where applicable
• Sent back with your invoice and/or returns authorisation

Items that have been worn, damaged or handled beyond what would reasonably be necessary to inspect them may be subject to a deduction from your refund.

Refunds

Once your return has been received and processed, your refund will be issued to your original payment method.

UK orders

Once your return has been received and processed, your refund will be issued to your original payment method.

If you are returning your order under your statutory right to cancel, we will refund the cost of our standard UK delivery service.

If you chose an upgraded, express or other premium delivery service, any amount paid above the cost of our standard delivery option will not be refunded.

International orders

For international returns, the original international shipping charge paid to Dixi is non-refundable.

Any customs duties, import VAT, taxes or handling charges paid directly to your local customs authority, courier or another third party are also not refundable by Dixi.

Depending on your country and how the charges were collected, you may be able to apply to the relevant customs authority or carrier for a refund of import charges after returning your order.

Store credit

You can choose store credit instead of a refund when creating your return.

Your store credit will be issued once your return has been received and approved.

Exchanges

Exchanges are currently available to UK customers only.

You can request an exchange when creating your return, subject to stock availability.

Free gifts

If your order included a free gift and your return reduces your order value below the qualifying spend, the free gift must also be returned.

If the free gift is not returned, its value may be deducted from your refund.

Cancelling an order before dispatch

If your order has not yet been dispatched, please email customerservice@shopdixi.com as soon as possible with your order number and cancellation request.

We’ll do our best to help, but we cannot guarantee that an order can be cancelled once it has been placed.

Faulty or incorrect items

If you have received an item that is faulty, damaged or incorrect, please contact us before creating a standard return so we can help resolve this for you.

Return exemptions

Some items cannot be returned for hygiene or custom-made reasons.

Pierced jewellery

For hygiene reasons, pierced jewellery is final sale and cannot be returned or exchanged.

This includes items such as:

• Earrings
• Nose studs
• Other pierced body jewellery

These items are not supplied with hygiene seals and are therefore considered final sale.

Made-to-order items

One-off, special or made-to-order items are not eligible for return, refund or exchange.

Any item that falls into this category will be clearly marked as Final Sale in the product description before purchase.