Welcome to the support of Dexhom

Skype

dexhom

Press Office

press@dexhom.com

We're open:

Mon - Fri
9:00 am to 6:00 pm

Frequently Asked Questions

Invoicing

How can I ask for an invoice?

Your invoice is issued when your order is shipped, and you’ll receive it automatically by email from our systems. You can ask for a copy of your invoice at any time from our Customer Service.

Shipments

My order’s ready early. What should I do?

Don’t worry, we can hold your order until you’re ready to receive it.
Send us an email or contact us, indicating the date when you want to receive your order.

My order’s late. What should I do?

The products we sell are entirely handmade, so some production delays may occasionally occur. Dexhom still insists on having its products made by Italian artisans, using only quality materials from the best possible sources.

We’re one of the very few companies to be awarded 100% Made-in-Italy certification by the Institute for the Protection of Italian Manufacturers.

When will my order be delivered?

When your order leaves its place of production, we’ll send you an email with full details about your shipment. The carrier will contact you to fix the day on which you’ll be available to receive your order.

The delivery window of between 1 and 4 hours is only indicative and is non-negotiable, so we invite you to agree on a delivery day when you’re most likely to be present to receive your order.

I’ve received a product that has a defect or is the wrong product.

First, we’d like to offer our apologies for what’s happened. It’s certainly not something typical of dexhom.com.
In any event, you’ve nothing to worry about. Just contact us and our Customer Service will find a solution at once.

Product returns

When and how can I cancel an order?

It’s very easy. Dexhom gives you the exclusive opportunity to modify or cancel an order by sending us a written communication within 5 working days of the original order date to our Customer Service at help@dexhom.com

You can always access our conditions of sale, and for more information contact us at our Customer Service.

How can I find out if a product is right for my home?

How can I exercise my right to cancel the contract?

You can cancel the contract, without incurring penalties and without specifying a reason, within 14 working days after receiving your goods.
To cancel your contract, send a communication by registered mail to our customer period within this period. This communication can also be sent by fax or telegram, as long as it is confirmed by registered mail within the next 48 hours.

Your right to cancel your contract is not applicable in the case of products that are made-to-measure, non-standard or customized.
For further information please read our conditions of sale.

What credit cards do you accept?

We accept all Visa and Mastercard credit cards.

Where do you ship products?

We can ship and deliver products anywhere in the world.

Why hasn’t my order been concluded successfully?

Try to make your purchase again, or contact your bank to check if your credit card is authorized for online transactions.
Check that you have entered the correct information, that your card has sufficient credit, and that it has not expired.
If you have problems with payments on our site and have entered the correct information, including the address, contact your bank or credit card company directly to inform them of the problem. Tell them the exact sum involved and the date of the attempted transaction so that they can approve it, or try using another method of payment.

Can I order by phone?

Certainly, you can, just contact our Customer Service at any time from 9 am to 6 pm Mondays to Fridays
Our operators will be delighted to place an order for you. Don’t forget that you can always use our site.

Can I pay by cheque or bank transfer?

Unfortunately, we do not accept checks.
If you want to pay by bank transfer, you can do this using the details shown on our site or by asking for them from our Customer Service.

When will I receive my order?

After an order has been confirmed, our artisans need from 4 to 8 weeks to make your product by hand. These times may vary depending on the type of product you’ve chosen.
We advise you to always check the technical specifications on the product page before placing your order.

Guarantee

How and when can I make a claim under your guarantee?

Our guarantee lasts from 2 to 10 years depending on the article chosen. You can find full details of the type of guarantee we offer on the technical information page for each product on the www.dexhom.com site.

To make a claim under the guarantee, you’ll need the purchase invoice for the product in question. For further information please read our conditions of sale.

Where are your products made?

Every product selected by Dexhom is entirely designed and manufactured by artisans in Italy. This is why Dexhom is the “Home of 101% Made-in-Italy”, and every article in our store has been produced thanks to the skills and artistry of outstanding Italian artisan furniture makers, so we can guarantee our community of customers and design devotees only the best in unique and inimitable Made-in-Italy style.

This makes Dexhom one of the very few online department stores that have been awarded 100% Made-in-Italy certification by the Institute for the Protection of Italian Manufacturers.

Do you provide fabric samples?

Of course we do, you can ask for all the fabrics you’re interested in, and we’ll send them to you, so you can touch them for yourself and try out the best possible matches.
You can request samples directly from our website, and if a fabric is available, in the product info section you’ll see the message Ask for a free sample.
Or you can send your request directly by contacting our Customer Service.

Can I have a fabric different from the ones you offer?

Certainly, you can. We have a vast range of fabrics and colours that you can choose from to customize your product.
Contact our Customer Service, and our experts will be able to give you advice about the most suitable upholstery material to suit your needs and to satisfy your requests.