Refund policy
Please consider, check and place your order carefully.
• CONSIDER: Choose your items and colours wisely! Do you need any gifts for friends? Did you see our cost saving bundles?
• CHECK: Double-check your shipping address to make sure it is 100% correct. We do not permit exchanges, change-of-mind returns, or order amendments once your order is submitted.
• TAKE CARE AT THE CHECKOUT: If you have a discount code, make sure to apply it now. Only one discount code can be redeemed per order.
To qualify for a full refund, EU order returned items must be:
• Unused and in their original condition - (e.g. no writing in journals, card decks unopened and haven’t been shuffled.)
• Returned with all original packaging. - (e.g. belly bands intact, stickers and everything still on the items, tissue paper)
• Sent back undamaged and within the timeframe provided after your return request has been approved.
Once we receive and inspect your return, we'll process your refund to your original payment method. Please note that original shipping costs are non-refundable and return shipping costs are the responsibility of the customer.
Please note that certain products may not be eligible for return.
• CONSIDER: Choose your items and colours wisely! Do you need any gifts for friends? Did you see our cost saving bundles?
• CHECK: Double-check your shipping address to make sure it is 100% correct. We do not permit exchanges, change-of-mind returns, or order amendments once your order is submitted.
• TAKE CARE AT THE CHECKOUT: If you have a discount code, make sure to apply it now. Only one discount code can be redeemed per order.
Please understand we are unable to process refund requests for unused vouchers, forgotten discount codes or purchases made prior to our bi-annual sales or special promotional events. To ensure fairness to all customers, we must strictly enforce our policy and kindly ask that you do not request exceptions, as all such inquiries will be respectfully declined. Thank you for your understanding.
Exception for European Union Residents:
In accordance with EU consumer law, customers located in the European Union are entitled to a 14-day cooling-off period. If you are an EU resident, you have the right to cancel or return your order within 14 days of delivery, for any reason and without justification.To qualify for a full refund, EU order returned items must be:
• Unused and in their original condition - (e.g. no writing in journals, card decks unopened and haven’t been shuffled.)
• Returned with all original packaging. - (e.g. belly bands intact, stickers and everything still on the items, tissue paper)
• Sent back undamaged and within the timeframe provided after your return request has been approved.
Once we receive and inspect your return, we'll process your refund to your original payment method. Please note that original shipping costs are non-refundable and return shipping costs are the responsibility of the customer.
Please note that certain products may not be eligible for return.
To exercise this right as an EU resident, simply log in to your customer account, where you'll find the option to self-lodge your return request.
Click to access your customer account.
Customers can log in to their account at any time to view orders.
Transit Damage & Order Issues
• A free replacement order to be sent out to you; or
• Issue a full refund back to your original payment method.
Our warehouse carefully packs every DreamyMoons order with love and care. With the environment in mind, we use only the minimum packaging needed to safely protect your order during transit. Please note we do not provide individual gift boxes for each product ordered.
While it's rare, if your order arrives damaged or incorrect, please email us at at hello@dreamymoons.com.au within 48 hours of delivery. Please include your order number along with:
While it's rare, if your order arrives damaged or incorrect, please email us at at hello@dreamymoons.com.au within 48 hours of delivery. Please include your order number along with:
• Clear photos of the damaged or incorrect item
• Clear photos of the shipping packaging
For Damaged Items:
Depending on the severity of the damage, we will happily arrange for a free replacement or a partial/full refund of the item cost.
Depending on the severity of the damage, we will happily arrange for a free replacement or a partial/full refund of the item cost.
For Incorrect Items Received:
If we accidentally sent you the wrong item, DreamyMoons will cover all costs to have the correct item re-sent to you.
If we accidentally sent you the wrong item, DreamyMoons will cover all costs to have the correct item re-sent to you.
If you'd prefer to keep the incorrect item instead, please let us know and we can arrange a partial refund for any applicable price difference.
Order Not Delivered (Return to Sender)
If your order couldn’t be delivered because no one was available, or it wasn’t collected in time from the designated collection point, usually it will automatically be returned to sender.
If your order couldn’t be delivered because no one was available, or it wasn’t collected in time from the designated collection point, usually it will automatically be returned to sender.
You will be eligible for a refund only after our warehouse has physically received your order back. Your refund will be issued minus:
• the original shipping fee; and
• any applicable return shipping and warehouse handling fee (€7.50)
If you would prefer to have your order resent, it will be re-shipped at your expense.
We will email you a manual invoice to cover the new shipping charges and any applicable carrier fees before dispatching.
Please note: International returns can take a significant amount of time to arrive back at our warehouse, as they are typically sent via the most economical postal service, which is outside our control.
Incorrect Shipping Address
Please note if an incorrect shipping address was entered at checkout and your order is delivered to that address, we unfortunately cannot offer a refund, credit, or replacement.
Please note if an incorrect shipping address was entered at checkout and your order is delivered to that address, we unfortunately cannot offer a refund, credit, or replacement.
Orders Lost in Transit
If your order is taking unusually long to arrive, we will initiate a formal investigation with the shipping carrier. If the investigation confirms that the order has been lost in transit, we’ll happily arrange one of the following:
• A free replacement order to be sent out to you; or
• Issue a full refund back to your original payment method.
Thank you for your understanding and support.
❤️ Annie & the DreamyMoons team