FAQ - Frequently Asked Questions
How do I track the status of my delivery?
If you are already registered, you can log in the website www.dixiefashion.com, in the “My Profile” section, or by consulting the tracking number sent via email during the order confirmation process. We also remind you that your order will be immediately visible in the “My Orders” section, accessible within the reserved area. Find out more in our SHIPPING section.
Where do you ship?
We currently ship to ITALY, BELGIUM, CROATIA, CZECH REPUBLIC, ESTONIA, FRANCE HUNGARY, GERMANY, POLAND, ROMANIA, SLOVAKIA, SLOVENIA, SPAIN, UK. While buying, make sure you are surfing the correct website: if you are in Hungary but are browsing DIXIE ITALY you will not be able to complete the order. In this case you should select DIXIE HUNGARY in the footer.
Why has my order not arrived yet?
Has the expected delivery date passed and you have not received your order yet? Before contacting us please make sure you have:
• Tracked the progress of your package using the link which was sent with the shipping confirmation email.
• Logged in and checked that the delivery address and your contact information are correct. Please make sure that the name on the intercom (if different from your own) is shown on the delivery address.
• Asked your neighbours if they collected the package in your name. If you have already done all of this but you still have not received news about your package, contact our Customer Service [link to the customer service page]. We will do our best to assist you.
What is the return policy?
You have up to 14 days from the receipt of the order to ask to return your order. Find out more in the SHIPPING section.
My postage and packaging was not refunded
When an order (or part of one) is returned, we refund the cost of the articles and not the delivery charges, unless the whole order contains defects.
I was refunded an incorrect amount
If we made a mistake in the refund, we are sorry for the inconvenience. We ask that you consider that the refund can be affected by:
• The delivery costs, refundable solely in the case of damaged or incorrect goods.
• Promotions applied at the moment of the sale, which could not be applied anymore. In case of questions, contact our Customer Services [link for customer services] and someone will contact you as soon as possible.
Have you received the products I returned?
Please note that it can take up to 15 working days (weekends and holidays excluded) until your return reaches our warehouse. Once received, we will send you an email within 3 working days to confirm the refund. We will credit the amount of your refund to the same credit card/PayPal account used for the purchase. The amount will appear in your account in 5-10 working days. You will be informed via email when the package arrives in our warehouse, thus marking the beginning of the refund procedure. This will all begin after checking that the products returned are new and are in compliance with our sales conditions. In the unlikely event that you do not receive an email within 15 working day (excluding weekends and holidays) we ask that you contact Customer Services [customer services link] Make sure you told us your order number, which products you returned and any other useful information (for example, the tracking number) when you contact us: this will allow us to assist you as quickly as possible.
When and how will I be refunded?
After our staff receive the return and check the integrity of the products, the refund process will begin and you will be notified via email. The conclusion of this procedure will be within 14 working days from the receipt of the return, by means of the provision of a credit, equal to the value of the products returned, to your credit card.
Can I change my order?
No, it is not possible to change a completed order. In case you bought the wrong item, you can contact us by writing an email to customercare@Dixiefashion.com or by calling our Customer Service .
How do I act for an incomplete order or damaged product?
Write an email to email@example.com giving us you order number and the codes of the missing products, or of the damaged item. In this last case the procedure is the same as for returns.
Are the credit card payments secure?
We guarantee that every purchase is made in complete security, as made through the most advanced systems of data cryptography.
Are photographed products’ colours exactly the same as real colours?
Our photo shoots’ preset assure a real representation of the item's colour. However, as the screens on devices can vary, we cannot guarantee that the colour on your screen is perfectly identical to the garment’s.
I paid by credit card, I saw the “congratulations” page but I did not receive a confirmation email. What do I do?
Check the "spam" and "undesired mails" folders: if this is the first time you make a purchase on Dixie, some providers might label our confirmation email as spam. If the confirmation email is not even in the spam folder, do not repeat the purchasing process, but instead write immediately at customercare@Dixiefashion.com: we will contact you as soon as possible to confirm that we correctly received your order.
I have started a return, but the card I used is no longer active.
Has the card you used for your order been lost/stolen or deactivated? Do not worry, if the account connected to your card is still open we will be able to complete your refund. We cannot refund the value of your order to another card. If your refund is not visible after 10 working days from the confirmation of credit, contact our Customer Services. [customer service link]
The product I want is out of stock, will you restock?
At the moment we cannot say if and when a specific article will return available. We suggest you to click on the “NOTIFY ME” icon on the desired product’s page: you will be informed via email when the product returns to our stock. Otherwise, we invite you to check out our New Arrivals, you may find an article similar to the one you are looking for!
Is a size guide available?
To ensure that the garments you’re buying fit you perfectly, we have a size guide available on the pages of each item on the website.
How do I search for a product?
Have you got the code of what you are looking for? In this case, click on the magnifying glass at the top of the website, insert the product code into the search box and press enter. Alternatively, you can look for the available products by selecting a category from the drop-down menu. You can then filter the research by selecting the type of product, the size, the colour and the price from the options listed on the left hand side of the page.
Do I have to pay to ask for a return?
The return of every order is free in Italy. To take advantage from the free first return, you have to communicate the tracking code shown on the label under the barcode when you book the picking up.
On some of the pages on the website the message “cookies disabled” pops up… what do I do?
How can I be sure that I have completed my purchase correctly?
Once you have completed the order you will receive a confirmation message to your email inbox, if you do not receive the email correctly check the spam and undesired mail folders too. You will also be able to see all of your completed orders in the MY ORDERS section of your personal account. If you do not see your order, contact our Customer Service [customer service link].
Is it possible to cancel an order?
Yes, if your order hasn’t been processed yet. If you want to proceed, contact our Customer Services [customer services link]
I received an incorrect article
If you have received the wrong article, we apologize for the inconvenience. If you wish to be refunded, we ask you to return the item. Please follow the instructions for returns. If you wish a replacement, contact our Customer Services [customer service link] to know all the details.
I received a damaged product
If you received a damaged product, contact Customer Services [customer service link] as soon as you find out the defect and give as many details as possible (order number, which article is defective, what the defect is, etc.). Remember to select your preference between a refund or replacement (in both cases there will not be any added costs). The Customer Service will answer to your request as soon as possible.
An item is missing from my order
It is possible that your order was set in various packages, which means that you would receive several deliveries on different days. If you still find out that something is missing, contact the Customer Services [customer service link] and we will try to manage the inconvenience as quickly as possible.
How can I recover my forgotten password?
To recover a forgotten password, you have to insert the email address you used to register and click on the “password forgotten” link you will find in the Account section.
When will the amount spent be charged?
If the card is authorised, the payment will be charged as soon as the order is confirmed and you will receive email notification. If the card is denied, the payment will not be charged and you will receive an automatic notification of the denied process.
I would like to close my Dixie account, how can I do this?
In order to close your Dixie account, contact our Customer Service confirming:
• Your name and surname
• Your date of birth
• The billing address
• The email address you used to register
We will deactivate your account and we will send you an email confirming the deactivation. If you might change your mind in the future and wish to shop on Dixie again, all you will have to do is register again.
How do I cancel the subscription to the newsletter?
If you no longer wish to receive Dixie newsletters, you can unsubscribe by following one of the following options:
- Click on “UNSUBSCRIBE” at the bottom of one of our newsletters.
- If you are registered on the website, log in to “My profile” and go to the “Newsletter subscriptions” area, then uncheck the “Receive the Newsletter” option and save the changes.