SHIPPING AND RETURN POLICY
PAYMENT AND SHIPPING COST
Currently we only accept payments via PayPal, however if you do not have a
PayPal account you can still checkout using a debit or credit card. Once the PayPal page opens at checkout, at the bottom of the page there will be an option saying "click here to pay with card"
Shipping within the UK cost £3.99 (Royalmail)
International shipping cost between £12-£16
The price is depending on what world zone you are in (Fedex)
Next Day delivery cost £6.70 - available within the UK ONLY and not available for customised name necklaces. Next day delivery can be arranged depending on stock and availability. As items are handmade please email us at email@example.com about this the day before and we will invoice you for payment.
We use Royal Mail to ship all UK orders (including Scotland, Wales and Ireland)
We use Fedex express to ship all international orders
PLEASE ENSURE YOUR ADDRESS IS CORRECT. If your order has already been shipped and in transit any address changes will occur in extra charges as a new label needs to be made and printed. The fee for address change is £6 so please double check that your address is 100% correct at checkout. Even the smallest change such as the wrong door number will occur this fee and this fee is set by Fedex.
UNCLAIMED PACKAGES POLICY
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 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.
If you order products 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 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.
Please allow up to 7 days processing time before your order is shipped out as its handmade upon order.
Exception : all customised name necklaces take anything from 4-6 weeks from the date of your order to delivery. If you ordered a customised name necklace with another item they will both be sent out together.
Shipping within the UK is usually 1-3 working days.
Shipping within Europe is usually 2-3 working days.
Shipping within the rest of the world is usually 3-5 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)
Please be sure you familiarise yourself with our terms and conditions before you make a purchase.
All our prices are listed in Great British Pounds (£)
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 firstname.lastname@example.org to cancel your order, please make sure you include your name, address and your order number.
Items purchased from our website may be refunded providing that you request this within 14 days from the date of delivery and the item/s is unworn and in reaselable condition.
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 email@example.com if you would like to return an order.
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 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.
DAMAGE AND FAULTS
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 view the "Jewellery care" tab on the website for more information on how to take care of your Dixiegraze pieces.