No products in the cart.
Frequently Asked Questions
How will I know my goods have been dispatched?
As soon as we’ve dispatched your order, you’ll receive an email from us confirming the details of your purchase and the delivery method you’ve chosen. We’ll point you in the right direction of tracking the progress of your delivery too.
How will my order be dispatched?
From Monday – Thursday, orders made before 12pm (GMT) will be dispatched by courier that same day and delivered in two working days. Orders made after the 12pm (GMT) cut-off time will be dispatched the next working day and once again, delivered in two working days. Orders made on Friday before midday will be dispatched the same day but delivered the following Monday. We don’t dispatch or deliver at weekends or public holidays and some destinations may take just that little bit longer.
Can I provide you with specific delivery instructions for delivery?
You can let us know any delivery instructions, for example “Please leave with my neighbour Jess if I’m not at home” on the same page that you tell us your delivery address information. You’ll be able to confirm/edit the gift message on the review order page before finishing the transaction.
How can I track my order?
In case of recorded delivery, we’ll email tracking details of your order to you along with your dispatch confirmation. If you’re a registered customer you can also find these details by logging into your account and viewing your order history.
Can I upgrade my delivery service once the order has been dispatched?
Sorry, once an order has been dispatched you can’t change the delivery service that you originally chose.
What if I no longer require the order?
Have a look at our Return Processes page to find out more.
Can you ship all your products to all countries?
We deliver all our products to all countries unless otherwise stated. We continually keep reviewing restrictions in delivery or custom regulations to update this section.
How do I obtain a VAT receipt?
Please contact our Customer Service team via email info@dion.london who will be able to provide this information for you.
If the courier has tried to deliver your parcel but for whatever reason, or no one is at home to sign for it, we won’t see this as a late delivery and goodwill credit will be given.
How do I send a gift to someone else?
At checkout, we’ll ask you to enter a delivery address. If you’ve already registered and have saved this delivery address as part of your address book, you can simply choose this option when prompted.
If you haven’t done this, enter the delivery name and address of the recipient in the space provided.
What will happen if I miss the scheduled delivery?
Ordinary deliveries do not need a signature. In case of recorded deliveries, all deliveries will be made via courier service and a signature is needed. Please make sure someone is at the delivery address who will be able to do this. If you do miss your scheduled delivery, the courier should leave a notification card and try again the following working day using the same delivery option. The courier will do this on three consecutive working days unless they’re told by you or a Customer Service team member to hold for a future delivery date or that you’ll be collecting your gift from the depot instead. If you want to change the delivery address, just let our Customer Helpline team know. If the courier has popped round three times to deliver your goods without any luck, the package will come back to us. If this happens, we’ll charge you for any return and ask you to re-send any costs to us.
What happens if my goods arrive late?
If your order doesn’t arrive by the intended date because of a dispatch glitch or with the courier, please write to us via our Contact Us page or send an email to info@dion.london where our Customer Team are available between 9am-5pm every day. Our team will be more than happy to partially/fully credit your delivery costs as long as the fault is a service failure on our part. We’re not liable to credit delivery costs in circumstances out of our control (even we can’t predict the highly changeable British weather!)
If the courier has tried to deliver your parcel but for whatever reason, or no one is at home to sign for it, we won’t see this as a late delivery and goodwill credit will be given.
What happens if my order arrives damaged?
No need to worry – if part or all of your order is damaged in transit, please write to us via our Contact Us page or send an email to info@dion.london where our Customer Team are available between 9am-5pm every day and will replace it in a jiffy. Do not forget to write your order number and number of products damaged.
In some cases, we’ll have to collect the damaged goods at an address that’s suitable for you. This is for quality control purposes.
I've forgotten to redeem a promotional code/ offer?
No need to fret – simply send an email to info@dion.london who will be able to provide this information for you.
It may be necessary to cancel the order you have placed providing that the order has not already been dispatched from our system. A new order can then be made with the promotional code.
If the order has already been dispatched from the system, our Customer Service team will be unable to cancel it. However, you are more than welcome to place a new order with the promotional code applied and then refuse the delivery or return the original order for a refund. Please refer to our returns page for full details.
