Frequently Asked Questions (FAQ)

Have a question? Below you’ll find answers to some of the most common inquiries. If you can’t find what you’re looking for, feel free to contact us at info@dipni.com.

Shipping & Delivery

1. What is your shipping policy? We are pleased to provide free standard shipping on all orders delivered within the United Kingdom. Every order is carefully packaged and prepared by our team to ensure your items arrive at your doorstep in perfect condition.

2. Do you deliver to collection points or pickup lockers? Currently, we only deliver to the physical shipping addresses provided during the checkout process. We are unable to ship orders to collection points, PO Boxes, or automated pickup lockers at this time.

3. What are your delivery times?

  • Order Cut-off Time: 6:00 PM (GMT)
  • Handling Time: Orders are typically processed and dispatched within 1–2 business days (Monday to Friday).
  • Transit Time: Once shipped, delivery within the UK takes 5–7 business days (Monday to Friday).
  • Total Delivery Time: You can expect to receive your package within 6–9 business days.

4. How can I track my order? As soon as your order is on its way, we will send you a dispatch confirmation email containing your unique tracking number. You can use this tracking number to monitor your parcel’s journey directly on our website or through the designated courier's tracking portal.

5. Which shipping partners do you use? To ensure your order is delivered safely and efficiently, we partner with premier UK delivery services, including Royal Mail, Evri, and DHL.

6. What if my package is lost? If your order has not arrived within the estimated timeframe (9 business days), please first check the tracking information. If there are no updates, contact us at info@dipni.com. If a parcel is confirmed as lost, we will send a replacement or issue a full refund.

7. What if my item arrives damaged? We are very sorry if this happens. Please contact us at info@dipni.com within 30 days of receiving your order. Please include your order number and clear photos of the damaged item and the packaging so we can assist you immediately.

Returns & Refunds

8. How do I return an item? If you are not satisfied with your purchase, you can request a return within 30 days of delivery. Contact us at info@dipni.com to start the process. Items must be unused, in their original condition, and include all original tags and packaging.

9. Can I cancel my order? Order cancellations are possible within 12 hours of placing your order. Please email us at info@dipni.com as soon as possible. Once the 12-hour window has passed or the order has been dispatched, it must be handled as a return.

10. How long does it take to process a refund? Refunds are processed within 7 business days after we have received and inspected your returned item. You will receive an email notification once the refund is issued to your original payment method.

11. Who pays for return shipping?

  • Faulty or Incorrect Items: Dipni covers the return shipping costs.
  • Change of Mind: The customer is responsible for the return shipping costs.

Payments & Security

12. Which payment methods do you accept? We accept the following secure payment methods:

  • Paypal

13. In which currency are payments processed? All transactions are processed in GBP (£ - British Pounds). As a UK-based store, there are no hidden currency conversion fees for UK customers.

14. Are my payments secure? Yes, 100%. All transactions are protected by SSL (Secure Socket Layer) encryption. Your payment details are never stored on our servers and are handled by certified payment providers.

Get in touch

Reach us directly below and we'll get back to you as soon as we can.

      Customer Service (Opening Hours):

      • Monday - Friday:  09:00 - 18:00 (GMT)
      • Saturday and Sunday:  10:00 – 16:00 (GMT)