FAQ

FREQUENTLY ASKED QUESTIONS

1. Do you offer international shipping?
- Absolutely, we provide international shipping services to bring the brilliance of Dreemee to customers worldwide.

2. What will happen once my order is shipped?
- Once your order is on its way, you will receive a prompt email notification to keep you informed.

3. Can I initiate a return or exchange for my order?
- Yes, you can request a return or exchange within the specified timeframe. For detailed instructions, please visit our Return & Exchange page.
- Kindly note that personalized orders cannot be returned.

4. Is it possible to cancel my order after it's been placed?
- If you reach out to us within one hour of placing your order, we will make every effort to cancel it for you. If it's beyond that timeframe, you can proceed with a return.
- Please be aware that personalized orders are non-cancellable.

5. Can I update my delivery address after placing an order?
- Certainly, we can accommodate address updates if you notify us within one hour of order placement. Please contact us here for assistance.

6. Where can I track the status of my order?
- We keep you well-informed about your order's journey through email notifications. Look out for an order confirmation upon purchase and a shipping notification when your order sets off.
- If you haven't received an Order Confirmation email, please check your Spam/Junk folder within your email provider or reach out to our team for assistance.

7. Why might there be delays with my package delivery?
- Dreemee ships parcels globally, primarily through Royal Mail. During peak holiday seasons, minor delays may occur due to the high volume of orders being processed. Additionally, Dreemee cannot be held responsible for shipment delays caused by weather conditions, customs clearance, or any unforeseen circumstances beyond our control.

8. What should I do if my package is lost during delivery?
- In rare instances where your package is lost in transit by Royal Mail, we assure you that you won't face any financial loss as part of the Dreemee experience.
- If it has been a significant amount of time since your order was shipped and your package hasn't arrived, please contact us here.

Lost package resolution process
- When you report a lost package to us, we will initiate a lost claim application with Royal Mail.
- For this application to proceed, a minimum of 10 working days for UK orders and 25 working days for international orders must have passed from the shipment date. Royal Mail will not accept the application before this timeframe.
- After the application, Royal Mail typically delivers the package to the customer and sends us a notification.
- The notification period varies; it averages 7-21 days for the UK and 30-90 days for International Deliveries. These durations are determined by the Royal Mail operating system.
- The notification from Royal Mail will indicate whether the package was delivered or deemed lost.
- If the package is confirmed lost, we will promptly contact you and offer the option of sending a replacement package or processing a refund upon your request.

Important Note: Even if Royal Mail indicates that a package is lost, it may still be delivered to you at a later date. In such cases, you must return the package or make payment for it.

Additional Scenario: If we sent you a second package due to the lost application and the original package is subsequently delivered to you, you must return one of the (unused) packages or pay for it. Failure to do so may result in the assumption that our products have been retained.

By making a purchase with Dreemee, you agree to adhere to all the terms and conditions outlined herein. Your satisfaction remains our top priority, and we are committed to providing exceptional service throughout your Dreemee experience.