FAQs

Once you've placed an order, here's what happens and how to check where it is.

Still being prepared. After you order, we get it ready to send. You'll receive a tracking link by email as soon as it's on its way - until then, your order is being prepared, not yet shipped. Orders are typically delivered within 2-3 working days of ordering.

On its way. As soon as your order is dispatched, we'll email you a DPD tracking link. That link is the most accurate, live picture of where your parcel is. On the morning of delivery, DPD will email you a one-hour delivery slot.

Your estimated arrival. Once your order is dispatched, here's the rough guide:

• Dispatched before 1pm on a working day - estimated arrival the next working day.
• Dispatched at or after 1pm, or on a weekend or bank holiday - estimated arrival the working day after that.

Estimates skip weekends and UK bank holidays, and they're always an estimate, never a guarantee. Your live DPD tracking link is the accurate, up-to-date position - always check that first.

Been a while with no tracking? If it's been more than 3 working days since you ordered and you've had no tracking email, start a chat below and we'll investigate.

Already dispatched but taking longer than expected? If it's been more than 5 days, start a chat and we'll look into it as a possible lost parcel with DPD.

To check a specific order, use the chat below - we'll verify it's you first, then pull up your live order status and tracking. If you don't tell us which order, we'll assume it's your most recent one.

If your order hasn't been dispatched yet, we can usually cancel it and refund you, or change the details. The sooner you tell us, the better - once it's with DPD we can't stop it. Start a chat below and we'll check the status and sort it.

If your order has already been dispatched, we can't cancel it in transit. You can refuse the delivery at the door, or accept it and start a return - see Returns and refunds below. We'll refund you once the item is back with us or the return is confirmed, not before.

Changed your mind? You have 14 days to return an unwanted item for a refund. Start your return at shopdimplex.com/pages/returns. Collection is arranged for you free of charge. If an item comes back used or not in a resaleable condition, we may deduct from the refund to reflect that - this applies to change-of-mind returns only.

Refund timing: once your return is received, we process the refund within 24 hours on our side. It then takes 3-5 working days to appear in your account, depending on your bank.

Faulty, damaged, or wrong item? This is not a change-of-mind return - please don't use the returns form for it. Go to Delivery problems and faulty items below. You won't be out of pocket for a fault or a mistake on our side.

(Bundles: if your order was a bundle, start a chat below and we'll handle the return for you rather than sending you through the standard form.)

Arrived damaged, or we sent the wrong item? We'll sort a free replacement and arrange free collection of the item that arrived - you won't pay for it. Start your claim at shopdimplex.com/pages/replacements. You'll be asked for a photo so we can get it right first time. We won't promise a dispatch date until the replacement is confirmed.

Item faulty out of the box (but not a safety hazard)? Start a chat below - we'll check what's happening and, if it needs replacing under guarantee, we'll arrange it.

Parcel marked delivered but you haven't got it? Your DPD tracking link is the proof of delivery - check it first for a safe-place or neighbour note. If it's still missing, start a chat below and we'll pick it up from there.

If you've noticed anything that could be a safety risk - a burning smell, smoke, sparking, overheating, an electrical fault, exposed wiring, or an electric shock - stop and read the safety box in the Product help article before doing anything else.

Still need help?

If the above hasn't sorted it, we're here. Start a smart chat below - we'll check it's you, then pull up your live order details - or use the contact form and we'll come back to you.

If your product shows any sign of a fault that could be dangerous - a burning smell, smoke, sparking or sparks, overheating, something too hot to touch, an electrical fault, exposed or bare wiring, an electric shock, melting, a burning plastic smell, tripping the fuse or electrics, flames, or the product catching fire - stop here.

Please stop using the product now and switch it off at the wall if it's safe to reach the socket. Do not use it again until we've looked into this.

Start a chat below straight away and a member of our team will help you sort this urgently.

If you can see active flames, sparks, or smoke right now, call 999.

Do not try to troubleshoot, re-plug, or restart a unit that may be failing dangerously.

You can register your guarantee at shopdimplex.com/warranty - it only takes a minute and means we've got your details on file if you ever need us.

(Guarantee periods vary by product range. If you're not sure what applies to your product, register at the link above and start a chat and we'll check for you.)

For issues with no burning smell, heat fault, or other safety sign - a unit that won't turn on, a remote not responding, an error code without any hazard, a dehumidifier not draining, a fan not oscillating, and similar - start with your manual, then start a chat below with your model number if it's not resolved.

If a fault looks like it genuinely needs a replacement under guarantee (but isn't a safety hazard), start a chat and we'll arrange it for you rather than you guessing whether it qualifies.