Shipping policy

SHIPPING
We normally aim to dispatch all orders (excluding pre-orders) within 2 working weekdays during non-peak periods.  All orders are dispatched from our warehouse in Amsterdam (The Netherlands), Monday to Friday, excluding public holidays.

* Peak Period (October - January) and biannual Sale (May & November) Orders may take up to 3 to 5 working weekdays for processing. We appreciate your patience and understanding during these busy times.
Orders may be shipped via our carriers Asendia Post (up to 2kg), GLS Couriers (up to 32kg) or DHL (up to 70kg). Our warehouse meticulously packages all DreamyMoons products with great care and attention.


With the environment in mind, we use only the minimum amount of packaging required to avoid potential transit damage. We do not provide gift boxes for each individual product ordered.  Currently our large black gift boxes are unavailable, you will receive our white DreamyMoons gift box instead.

See below for estimated delivery times, which should be used as a guide only and start from the day of order dispatch, not the day of order placement.

Shipping rates are based upon the total weight of your order and increase the heavier your order is.  All shipping carrier options available for your destination are provided at checkout.

Please order carefully, exchanges/change of mind returns are not permitted.
Order amendments are not possible. Only one discount code can be redeemed per order. Refunds are not possible for unused discount codes or vouchers.  Thank you for your understanding.

Address updates and order cancellations are only possible if your order hasn’t been processed by our warehouse. Please email hello@dreamymoons.com.au as soon as possible quoting your order number for such requests.


ORDER TRACKING

You will receive an email with tracking information as soon as your order is processed for dispatch.  Please allow up to 24 hours for this tracking information to become active.

Once your order has been dispatched, we are unable to modify or expedite the shipping process.  Unfortunately, we have no control over how postal carriers operate in each country, we can not guarantee that they will deliver to your door/post box or leave a notice for an attempted delivery, especially during busy periods.

DreamyMoons is not responsible for delayed, stolen or missed deliveries.  
This includes failure to collect orders within allocated time frames from designated collection points.

It is the customers responsibility to track and manage the successful delivery of their order. For real-time delivery updates including possible delays, customs clearance, attempted or final deliveries, please use the tracking number and link provided in your shipping confirmation email.


 CUSTOMS CHARGES FOR INTERNATIONAL ORDERS OUTSIDE THE EU

All international orders placed outside of the EU (Iceland, Liechtenstein, Norway, Switzerland, Turkey and the UK) are shipped Delivered Duty Unpaid (DDU) and customs charges may be levied by the destination country.

Customs charges (import duties/taxes/clearance fees) are NOT included in your order and will be payable upon delivery by the recipient.

To re-iterate all customs charges payable are the responsibility of the purchaser, not DreamyMoons.

Refused shipments due to non-payment of customs charges will not be eligible for a refund. DHL orders can not be returned to sender.

Customs authorities require by law that we state the full dollar value paid for your order and must include an invoice for customs should they require it. We are unable to mark orders as gifts or declare a lower order value.

Customs agents have the right to release or deny release of your package and, in rare cases, they may also delay delivery.

Please check with your country’s customs service for further information. If you are experiencing issues with the customs in your country, please contact us at hello@dreamymoons.com.au.

PRE ORDERS

Orders that include any preordered items (as indicated in the product description) - your entire order will be retained and dispatched once the preordered item becomes available. 

If you prefer to receive separate shipments, you will be required to make two separate online orders, which will incur shipping costs for each order.  


DELAYS

Potential processing and shipping delays may occur due to public holidays, peak periods (seasonal sales and holiday periods) adverse weather conditions, flight availability, processing facility staff shortages and temporary closures. 

While we strive to provide efficient shipping services, we want to clarify that DreamyMoons is not liable for any delays that occur during the transit of your order.  There will be no refunds for delays unless the order is deemed lost in transit following a formal investigation.

If your order is taking longer than the estimated delivery time, please double check the submitted shipping address is correct using your shipping confirmation email details.  

Finally, contact us should you require further assistance. 
Please don't leave it too long, get in touch sooner rather than later. This gives us a better chance of tracking your order and lodging a subsequent investigation with our shipping carriers if required.

Please note we can no longer lodge order investigations for orders older than 2 weeks past your suggested delivery date.

Email hello@dreamymoons.com.au  We will reply within 1-2 working weekdays.


ESTIMATED TIMES OF ARRIVAL
Estimated delivery times should be used as a guide only and start from the day of order dispatch, not the day of order placement.

COUNTRY A-Z

Tax Rate Payable 

Asendia Postal (Orders up to 2kg only)

GLS Courier (Orders up to 32kg only)

DHL (Orders up to 70kg only)

 

 (Included in Product Price)

Estimated Delivery Time in Business Days

Austria

20%

n/a

3

4

Belgium

21%

n/a

2

2

Bulgaria

20%

n/a

5

6-7

Croatia

25%

n/a

4

4-5

Cyprus

19%

n/a

4

5-8

Czech Republic

21%

n/a

3

3

Denmark

25%

n/a

2

4-5

Estonia

22%

n/a

5

5-7

Finland

25.5%

n/a

4

6-7

France

20%

n/a

2

4-5

Germany

19%

n/a

2

3

Greece

24%

n/a

4

7-8

Hungary

27%

n/a

3

4-6

Iceland

Please see Customs Policy for further details

15

n/a

2-3

Ireland

23%

n/a

5-10

5-6

Italy

22%

n/a

3

5

Latvia

21%

n/a

5

5-7

Liechtenstein

Please see Customs Policy for further details

n/a

n/a

2-3

Lithuania

21%

n/a

4

5-7

Luxembourg

17%

n/a

1

2

Netherlands

21%

n/a

1

n/a

Norway

Please see Customs Policy for further details

10

n/a

3-5

Poland

23%

n/a

3

3

Portugal

23%

n/a

3

5-6

Romania

19%

n/a

5

5-6

Slovakia

20%

n/a

3

4-5

Slovenia

22%

n/a

3

5

Spain

21%

n/a

3

4

Sweden

21%

n/a

3

4

Switzerland

Please see Customs Policy for further details

8

n/a

3-5

Turkey

Please see Customs Policy for further details

n/a

n/a

5-8

United Kingdom

Please see Customs Policy for further details

5-10

n/a

5-8

COUNTRY A-Z

Tax Rate Payable 

Asendia Postal (Orders up to 2kg only)

GLS Courier (Orders up to 32kg only)

DHL (Orders up to 70kg only)

RETURNS AND REFUNDS

Please choose carefully, change of mind returns are no longer permitted.  

Please understand we are unable to process refund requests for unused vouchers,  discount codes or purchases made before our bi-annual sales. Thank you for your understanding.

Our warehouse meticulously packages all DreamyMoons products with great care and attention. With the environment in mind, we use only the minimum amount of packaging required to avoid potential transit damage. We do not provide gift boxes for each individual product ordered.

Instances of transit damage, incorrect orders or faulty items are unlikely.
If such an issue arises, please reach out to us at hello@dreamymoons.com.au within 48 hours, with your order number and photos.

Refunds or replacements for damaged items 
If an item arrives damaged in transit, you are eligible for a free replacement or a partial refund of that item cost, depending on severity of the damage. We require photos of the damage and order packaging please.

Incorrect item received
If we mistakenly sent you an incorrect item, we will cover all costs for the correct item to be re-sent. Should you wish to keep the incorrect item we can arrange a gift card for any price difference.

Order not delivered
If your order was not delivered because no one was home or the parcel was not collected in time from a designated collection point, usually it will automatically be returned to sender, back to our warehouse.

You are eligible for a refund (minus your original shipping fee and any associated return shipping and warehouse fees €7.50) only after we have received your parcel back.

Resend order requests will be re-shipped at your expense.  
A manual invoice will be emailed for payment of these shipping charges.

Please note international orders can take a very long time to be returned, as they are often sent on the cheapest service available, which we have no control over.

Incorrect shipping address
Please note if you entered the wrong shipping address, and we delivered to said wrong address, refunds cannot be issued.

Refunds or replacements for orders lost in transit
Following a formal investigation by the shipping carrier, if an order is deemed as lost in transit,  we will either refund your order in full OR arrange for a replacement order to be sent.

Thank you for your understanding and support.

❤️ Annie & the DreamyMoons team