Shipping policy

SHIPPING AND PACKAGING
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.

CHANGE OF MIND
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.

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.

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 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.

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 
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:
• 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.

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 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.

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.


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