SHIPPING, DELIVERY AND INSURANCE
Delivery and receipt of the parcel
All orders are carefully packed to withstand transport. Upon delivery, it is important to always check the condition of the parcel.
If the package appears damaged, crushed, or tampered with, it must be accepted by writing “SPECIFIC INSPECTION RESERVE” on the courier’s document, clearly stating the issue (e.g. “crushed parcel on one side”, “damaged packaging”).
In case of damage, you must send photos of both the packaging and the product within 24 hours to info@dixystore.com.
Without a specific written reserve at the time of delivery, the courier will not accept the claim and it will not be possible to proceed with a refund.
Shipping insurance (optional)
Shipping insurance can be added to protect the value of the goods in case of loss or damage.
For shipments with BRT, the cost is 1% of the goods’ value (minimum €5). The refund is calculated based on the extent of the damage.
For shipments with FedEx or TNT, the cost is 1% of the goods’ value. In the event of an approved claim, the refund is up to 90% of the insured value.
In case of delivery issues
To correctly initiate a refund request, the following procedure must be followed:
- always check the parcel upon delivery
- in case of visible or suspected damage, accept it with a specific inspection reserve
- document the issue with photos of the packaging and contents
- if damage is not immediately visible, contact the courier as soon as the parcel is opened
For BRT shipments, claims can be opened directly through the courier’s official website.
We also recommend contacting us so we can assist you in managing the claim.
Without a specific and detailed reserve at the time of delivery, it will not be possible to initiate the refund process.
Delivery times
Items in stock are shipped within standard processing times. Handmade products may require up to 3 weeks of production before shipping.
For international shipments, delivery usually takes 5–7 business days.
Delivery times are indicative and may vary depending on the destination and any logistical delays.
International shipping and customs
For shipments outside the European Union (such as the United Kingdom, Switzerland, and Norway), import duties, taxes, or customs clearance fees may apply.
These charges are not included in the order total and are the responsibility of the customer. They are determined by the customs authorities of the destination country.
For further information, please consult the official customs websites of your country.
Shipping zones
Service: Standard (road network / DPD)
This is not an express service.
Zone A – €13
Delivery: 2–3 business days
Slovenia, Croatia, Germany, Austria, Switzerland, Czech Republic, Hungary, Slovakia
Zone B – €15
Delivery: 3–4 business days
Poland, France, Netherlands, Belgium, Luxembourg, Spain, Portugal
Zone C – €17
Delivery: 4–5 business days
Lithuania, Latvia, Estonia, Ireland, Denmark, United Kingdom
Zone D – €22
Delivery: 4–6 business days
Greece, Bulgaria, Romania, Sweden, Norway, Finland
Delivery times are indicative and may vary depending on the destination or unforeseen logistical delays.
For further information click here.