Frequently Asked Questions

Check most frequently asked questions here, if you still need help then please contact us at info@dixiegraze.co

ABOUT OUR JEWELLERY

We do not recommend wearing in water, however our stainless steel jewellery is tarnish free and can be used in water occasionally. Please note that by wearing in water with time and wear items will start to fade quicker depending on how much water exposure they get. This is why we recommend avoiding water in order to prolong its lifespan.

For more information and help on how to care for your dixiegraze pieces click here 

PROCESSING TIME

All orders have up to 7 days processing time before shipped out.

Exception : customised name necklaces and customised earrings take anything from 4-6 weeks from the date of your order to delivery. If you ordered a customised name necklace/earrings with another item they will both be sent out together.

Shipping within the UK 1-3 working days.

Shipping within Europe 2-3 working days.

US shipping (low rate) 10-14 working days.

Express Shipping within the rest of the world 3-7 working days.

Shipping times vary from country to country but for some it can take longer.

(Kindly note that Saturday's and Sunday's/Bank holidays are not counted as working days)

 

We are only able to update about your order once it has been shipped out and not in between the processing time.

RETURNS

SALE items are final. NO refunds and NO exchange.

Items purchased from our website may be refunded providing that you request and return this within 14 days from the date of delivery and the item/s is unworn and in saleable condition.

In the interest of hygiene and for the protection of all our customers, earrings are excluded from our refund policy.

We are also unable to offer exchanges or refunds on customised jewellery such as name necklaces/name earrings of any kind. This means that we cannot provide exchanges or refunds on items that have been specially altered or personalised for you in any way.

We will not accept any returns of items that have been clearly mishandled; resulting from misuse, accidents, alterations, exposure to corrosive or abrasive substances or other factors outside of normal expected use. 

 

If you change your mind after placing an order, you can cancel it at any time before we have sent out a shipping email to you. Please email info@dixiegraze.co to cancel your order, please make sure you include your name, address and your order number.

PLEASE NOTE

Once you have removed the tag from the item/s you will no longer be able to return or exchange the item. The tag must still be on the item/s in order for us to ensure its in its original and unworn condition.

The item/s must also be sent back in its original packaging and box.

It is the customers responsibility to send it back to us and it remains the customers responsibility until the item/s reaches us. For your own protection we recommend that you send the item/s using a delivery service that insures you for the value of the goods.

Original shipping costs will not be refunded and you must also send the item/s back to us at your own cost.

Please contact us at info@dixiegraze.co if you would like to return an order.

 

All items are made to be durable, and we work hard to make sure that the item/s you receive is of considerable quality.

We quality check items before packed and shipped out, but occasionally there may be a fault we missed. If however an item arrives imperfect or broken please notify us immediately with photo proof and we will replace or repair depending on the fault. For orders that arrive with broken packaging and missing items we require photos of the packaging to be sent via email. This is crucial evidence that we must receive in order to file a claim with the courier.

 

We will not accept any returns of items that have been clearly mishandled; resulting from misuse, accidents, alterations, exposure to corrosive or abrasive substances or other factors outside of normal expected use. 

Please note that wear and tear in the course of normal use is NOT considered a fault. Please this page for more information on how to take care of your Dixiegraze pieces.

SHIPPING

We ship everywhere except EU at the moment due to new Brexit and VAT rules.

We apologise to all our customers in the EU for this. And hope to be able to ship there again soon.

  • FREE UK SHIPPING on orders over £40 
  • Orders under £40 within the UK - £3.99 (Royal Mail)
  • Ireland - £9.50 ( Royal Mail)

  • US shipping with USPS - £3.99. Aim to deliver within 10-14 working days. If you choose this shipping rate your order will ship directly from the US and be delivered by USPS. Please note that in order to keep this low rate the processing and shipping time is longer.
  • US express shipping with FedEx - £15. Aim to deliver within 5-7 working days.
  • Everywhere else - £15-£25 (FedEx) The price is depending on what world zone you are in.

Next Day delivery - £6.80 

Available within the UK ONLY and not available for customised name necklaces or earrings. Next day delivery can be arranged depending on stock and availability. As items are mostly handmade please email us at info@dixiegraze.co about this the day before and we will invoice you for payment. 

We are now shipping to Europe again! Please note that due to new VAT rules caused by Brexit all imported goods from the UK will now face import and duty fees, no matter the value of the order. We are unable to control these charges and if you wish to order from our website you must agree to pay these charges to FedEx upon receiving your package.

When you order goods from our site for delivery outside the UK, they may be subject to import duties and taxes which are levied when the delivery reaches the specified destination. You (the customer) will be responsible for payment of any such import duties and taxes. Please note that we have no control over these charges and cannot predict their amount. Please contact your local customs office for further information before placing your order.

Unfortunately once you have placed your order the only way to change your delivery address is if you cancel your order and reorder again with your new address. We are only able to make small address changes such as fixing the wrong door number or incorrect post code.

International orders only - If your order has already been shipped out and is in transit any address changes will occur in extra charges as a new label needs to be made and printed at the destination country prior to delivery. The fee for address change is £6 so please double check that your address is 100% correct at checkout.

If you missed your delivery and fail to pick up your package in due time your package will automatically be sent back to us.

IMPORTANT: If you provide an incorrect shipping address DIXIEGRAZE is not liable and if the package gets returned back to us due to this you will have to pay a new shipping fee in order for us to ship it out again. This policy also applies for any packages that are unclaimed and get returned to us.

For all international orders Fedex will attempt delivery and then hold your package for 5 working days if you are not at home. It is the customers own responsibility to make arrangements to then either redeliver or collect their package within this time frame, after that it will automatically get returned back to us, in the event that this happen we will have to request a return fee which will cover the package being sent back to us with Fedex + having it re-sent back out to you again. We are unable to refund any returned shipments, and we can only send the package out again. There is NO refunds for any returned shipments. DIXIEGRAZE is not held responsible for unclaimed shipments. Please also note that in addition to this return fee, we will also not be able to refund the original shipping fee