FQA
Frequently Asked Questions (FAQ)
This page provides answers to common questions about shopping with drixeno, including ordering, payments, shipping, DIY craft products, order changes, and after-sales assistance. If you cannot find the information you need below, please contact our support team at support @ drixeno . com. For questions concerning a specific purchase, please include your Order Number (e.g., 214SHOP-1218) and the email address used when placing the order.
Ordering & Payments
Q: How do I apply a discount code?
A: To apply a discount code during checkout when using PayPal or a credit/debit card, please follow these steps:
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Select the DIY craft product you would like to purchase and click "Add to Cart."
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From your cart, proceed to checkout using the available payment option.
• On mobile: Tap "Show order summary" and enter your discount code in the designated field.
• On desktop: Enter your discount code in the discount field displayed on the checkout page.
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Once the discount has been successfully applied, continue to complete your payment using the available payment method.
Q: What payment methods do you accept?
A: drixeno supports a range of commonly used payment methods, including:
• PayPal
• Visa, MasterCard, American Express (AE), and Diner’s Club
• Most major debit and credit cards
• Apple Pay and Google Pay
Q: How much is the shipping fee?
A: Our standard international shipping rate is $5.99 USD per order. Final shipping charges may vary depending on destination and any applicable store promotion. The exact shipping amount will be displayed during checkout before payment is completed.
Shipping & Delivery
Q: Do you offer international shipping?
A: Yes. drixeno serves customers in multiple countries and regions. Depending on product availability and destination, DIY craft kits and handmade project supplies may be dispatched from different fulfillment facilities to provide an efficient delivery route.
Q: How long does shipping take?
A: Estimated delivery generally requires approximately 10–20 business days after order processing and shipment. Actual transit times may vary depending on the destination, customs procedures, local carrier operations, and seasonal shipping conditions.
Q: How can I track my order?
A: After your order has been dispatched, a shipping confirmation containing the available tracking number will be sent to the email address provided at checkout. You may use the tracking number through the applicable carrier or a universal shipment tracking service such as 17TRACK.
Q: Why isn’t my tracking information updating?
A: Please allow approximately 24–48 hours after shipment for the first tracking information to appear. Temporary pauses in tracking updates can also occur while parcels move between international or regional carrier facilities.
Q: I only received part of my order. Why?
A: Orders containing multiple DIY craft products may occasionally be divided into separate shipments because of inventory location, packaging requirements, or fulfillment availability. When this occurs, each parcel may receive its own tracking number.
Order Modifications & Cancellations
Q: Can I change my shipping address, name, or phone number?
A: Order modifications are time-sensitive. Please contact support @ drixeno . com as soon as possible after placing your order. Your request should include:
• Your Order Number (e.g., 214SHOP-112938)
• The email address used when placing the order
• The complete and corrected shipping or contact information
We will make reasonable efforts to update the order if warehouse processing has not yet begun. Once an order has been dispatched, changes to the delivery information may no longer be possible.
Q: Can I change the items in my order, such as design, style, quantity, or craft kit variation?
A: Please contact support @ drixeno . com as soon as possible. Your request should include:
• Your Order Number (e.g., 214SHOP-112938)
• Your Order Email
• The exact product variation, quantity, design, or other change you would like to request
Order changes can generally only be considered before the order has entered the fulfillment stage.
Q: Can I cancel my order?
A: Cancellation requests can generally only be considered before an order has been dispatched. If fulfillment or shipping has already begun, cancellation may no longer be available. Any applicable handling conditions will be reviewed according to the status of the order.
Post-Delivery Issues
Q: My order arrived damaged. What should I do?
A: If a DIY craft kit, crafting component, or handmade project product arrives damaged, please contact support @ drixeno . com and provide:
• Your Order Number (e.g., 214SHOP-112938)
• Clear photographs or a video showing the damaged product
• A photograph of the shipping label and outer packaging
Our support team will review the information provided and assist with the appropriate next steps.
Q: What if I believe my item has a quality issue or defect?
A: If you believe a DIY craft product contains a manufacturing issue, damaged component, or material defect, please contact support @ drixeno . com with:
• Your Order Number and Order Email
• A clear explanation of the issue
• Photographs or video clearly showing the affected area or component
Each case will be reviewed according to the information and supporting evidence submitted.
Q: I received the wrong item or am missing an item. What should I do?
A: If your order contains an incorrect product, incorrect DIY kit variation, or missing component, please contact support @ drixeno . com and provide:
• Your Order Number and Order Email
• A photograph of the incorrect product received or a clear description of the missing item or component
Our customer support team will review the order details and assist with an appropriate resolution.
Account & Communication
Q: I didn’t receive an order confirmation email. What should I do?
A: Please check your spam or junk mail folder first. If you still cannot locate the confirmation email, contact support @ drixeno . com and provide the name and email address you believe were used at checkout. Our team can review the available order information and assist you.
Q: I haven’t received my tracking number yet. What should I do?
A: Tracking information is generally issued after an order has been processed and dispatched. If you have not received a tracking notification within the expected processing period, please check your spam or junk folder before contacting our support team.
Customer Support
For assistance with DIY craft products, orders, shipping, payments, or after-sales questions, you may contact drixeno using the information below.
• Customer Support Email: support @ drixeno . com
• Customer Service Phone: +1 9096396795
Corporate Information
drixeno is an online store specializing in DIY craft kits, creative handmade projects, crafting accessories, embroidery projects, seasonal crafts, and other products designed for enjoyable hands-on creativity.
• Legal Operator: Ningbo Shangcheng Digital Technology Co., Ltd.
• Business License Entity: Ningbo Shangcheng Digital Technology Co., Ltd.
• Registered Address: Room 008, Centralized Office, A1018, Building 2, No. 8 Xingye Avenue, Xinqi Subdistrict, Beilun District, Ningbo City, Zhejiang Province, China