Shipments | FAQ

Shipping & Insurance

1. Delivery and Receipt of Packages

All our shipments are packed to withstand transport. However, to be eligible for insurance refunds in case of damage, the recipient MUST follow these instructions upon delivery:

Specific Inspection Reserve: If the package appears visually damaged, crushed, or tampered with, the customer MUST accept the package by writing "SPECIFIC INSPECTION RESERVE" on the courier's waybill, detailing the anomaly (e.g., pierced package, crushed right side, sound of internal impacts).
Documentation: In case of damage, you must send us photos of the external packaging and the damaged product within 24 hours to info@dixystore.com.
Please note: Without the "Specific Reserve" written on the courier's waybill, insurance companies will not accept the refund claim, and the Seller cannot be held responsible for the damage.

2. Insured Shipments (Optional at €5.00)

The customer can request shipping insurance for total protection. The cost is flat-rate but follows the carriers' conditions:

BRT: Cost calculated at 1% of the goods' value (minimum €5). The refund is issued based on the extent of the damage (total or partial).
FedEx / TNT: Cost calculated at 1% of the goods' value. In the event of an approved claim, the refund is equal to 90% of the insured value.

BRT Shipping Insurance

You can add shipping insurance to cover the value of the goods in case of loss or damage.

In case of delivery problems, it is important to follow the procedure correctly to initiate the refund request:

Upon delivery, always check the condition of the package
In the presence of visible or suspicious damage, accept the package with a specific inspection reserve, clearly indicating the problem (e.g., "damaged package," "crushed parcel," etc.)
Document the damage with photographs of the package and its contents
In case of damage not immediately visible, contact BRT promptly after opening using this link --> BRT

We still invite you to contact us so we can assist you in managing the claim.

In the absence of a specific and detailed reserve at the time of delivery, it will not be possible to correctly initiate the refund request.

For further information and to report an issue, you can consult the official guidelines of the BRT courier.

3. Delivery Times and Rates

Delivery times and rates depend on your zone. Please see the table below.

Artisanal Production: Please remember that handmade products may require up to 3 weeks of production before shipping.

International: Rates calculated at checkout. Delivery in 5-7 business days

Delivery times are indicative and may vary depending on the destination and any logistical unforeseen events.

4. Customs Duties and Import Taxes (Non-EU Countries)

For shipments destined for countries 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 on Dixy Store. They are determined by the local customs authorities once the package reaches its destination country and are the sole responsibility of the customer.

For more information and to estimate potential costs, please consult your local customs websites:

🇬🇧 United Kingdom

🇨🇭 Switzerland

🇳🇴 Norway

🇺🇸 USA

🇨🇦 Canada

🇦🇪 UAE

🇦🇺 Australia

🇯🇵 Japan

🇸🇬 Singapore

🇰🇷 South Korea (KR)

Global Customs FedEx