Frequently Asked Questions
Do I need an account to place an order?
No, you can choose to checkout as a guest by selecting 'guest checkout'. However, it is much easier to arrange return of goods if you have an account. Other benefits of signing up to a Tom Dixon account include order tracking, review past orders, save address details, and manage email preferences.
I have forgotten my password
If you have forgotten your password, just click on 'forgotten your password' on the log in screen and follow the instructions.
The item I want to purchase is out of stock
Due to the nature of our products and the handmade processes used to produce them, items may occasionally show as ‘out of stock’ or disappear from the site. You can contact our Customer Service team at firstname.lastname@example.org for further information on when these items will be next available.
How do ‘made to order’ items differ from stock items
We offer all of our upholstery products in a standard fabric and colour. These are kept in stock and are returnable. We also provide a selection of alternative fabrics and colours that are made to order, these are non-refundable. Production times for these items are usually 6-8 weeks from order confirmation.
I can’t see the price of an item
If you are viewing the website from outside of the UK and cannot view the prices, unfortunately we do not currently deliver to your region. In this instance, please refer to our stockist section for details of retailers in your region.
I am unable to add an item to my basket
Unfortunately, we are unable to ship large furniture and lighting items outside of the UK. If you are viewing the website from outside of the UK, you will not be able to select particular furniture items to buy. If items are available for international shipping they will state this on the product page. If the item is unavailable for your country, please refer to our stockist section for details of retailers in your region.
How can I track my order
For your convenience we provide a full delivery service via DPD and DHL. If you need an update on the delivery progress of your order or wish to change the delivery date, your email dispatch confirmation (which follows your order confirmation) will include a link to the delivery company's website and the tracking number for your items.
How do I cancel or edit an order?
My country is not included in your delivery regions, can I make my order another way and deliver to a UK or other international address
Unfortunately, for your security, we are unable to take payments any other way than via 3D secure on our website. The billing and delivery address can be different, but must remain in the same territory/country, that is within our deliverable regions.
When will I receive my order
In the UK, if your order is in stock we offer Next Day Delivery (Mon – Fri 9am – 5pm) if ordered by 11.45am excluding large furniture and made-to-order items. In Austria, Bosnia- Herzegovina, Bulgaria, Croatia, Czech Republic, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Italy, Lichtenstein, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Republic of Ireland, Romania, Serbia, Slovenia, Spain and Switzerland we offer standard delivery which varies dependant on country. Please read our delivery policy for further details.
Do you deliver to my country
At present, we deliver to USA (excluding Alaska, Canada, Hawaii, Puerto Rico, US Virgin Islands and Mexico), UK and EU (excluding Norway and Sweden). Keep checking back or sign-up to our newsletter for more details of other countries coming soon.
The item I purchased said ‘In Stock’ but I have not received a delivery confirmation
In some cases items show as ‘In Stock’ but fall into a back order if there is not enough stock to fulfil your order. In this case Customer Services will contact you within 24 hours to arrange a date for delivery.
How do I return my order
If you are unhappy with your purchase, you can return the items to us within 14 days of delivery for a refund. Please see our Returns Policy for further details.
I am interested in becoming a dealer/ I want to set up a trade account
We operate through a network of dealers, nationally and internationally. For details of your nearest dealer, please refer to the stockist section of our website, selecting your country andselecting the relevant ‘filter by type’ drop down.
If you still have any queries, please contact email@example.com
I am interested in registering for a press account
We offer a press account which allows access to download hi res images and press releases. Got to ‘My Account’ and select ‘Press’ under Type.