FREQUENTLY ASKED QUESTIONS
How do I know if you have received my order?
When you make an order you will receive a confirmation email from us acknowledging this. The acknowledgement will contain your order number and details of the goods ordered. This is confirmation that your purchase has been made and your card has been charged. When your goods have been dispatched to you, we will send you an order dispatch email.
Can I make changes to my order?
We cannot change your order in any ways as we start to process your order as soon as we can after we receive it. This includes: Adding/removing items from your order and the addition/updating of promotional codes. Please ensure you thoroughly check your order details and information before submitting.
What happens if I notice that my personal details are incorrect after I have completed the ordering process?
If you realise your personal details are incorrect once you have completed the ordering process please contact our Customer Service team on firstname.lastname@example.org ensuring you include your order number.
What happens if an item on my order is not available?
If an item you have ordered is unavailable when we come to pick and dispatch it you will be refunded for that item. We will ship any remaining items that you have ordered.
Can I cancel my order?
Unfortunately not. To make sure you receive your items as fast as possible, we start processing your order as soon as we receive it. This means that once your order has been placed, you will be unable to cancel it, so please make sure you review it carefully as you go through the checkout process.
Where do you deliver to?
We deliver to over 200 countries worldwide! For more information on where we ship and how much it will cost, please click here.
How long will shipping take?
Shipping to most countries usually takes 2-3 working days. For more information on shipping times, please click here. If you have not received your order within 10 days of dispatch please contact customer services. In order for us to deal with your query you must contact us within 28 days of your order dispatch/receipt of dispatch email
How long will it take to process my order?
Please allow 1-2 working days for your order to be processed and shipped to you.
How much do I pay for postage and packing for my order?
Shipping is FREE to most countries. For more information on shipping charges please click here
What shipping method do you use?
To protect our merchandise and avoid any issues with lost parcels we ship all items with DHL Express, UPS, TNT and Fedex, these services provide peace of mind because your order won't get lost in the mail and will arrive on time.
Can I track the shipping of my parcel online?
You will receive an Order Dispatch email (this will arrive AFTER your Order Confirmation email) containing a link that you can follow to track the status of your order.
Can you deliver to a different address than my billing address?
Yes! You can have your parcel delivered to another address. If you choose to have your parcel delivered to you at work, always make sure you put the name of the company or organisation in the address field as well as the contact name to ensure your parcel is successfully delivered.
Can you ship to my work address?
We can deliver place of work but we do not deliver to PO Box addresses. If you want your delivery to reach you at work, you need to make sure that someone will be there to take receipt of the goods as the courier will deliver to the place and not the person!
What if I am not at the deliver address when my delivery arrives?
If you are not present at the delivery address when your order arrives, the parcel will be taken back to your local depot. A card will be left informing you of the attempted delivery. Most couriers will attempt to deliver 2-3 times before returning the package to us.
What can I do if my parcel does not arrive on time?
If you have not received your order within 10 days of dispatch please contact customer services. In order for us to deal with your query you must contact us within 28 days of your order dispatch/receipt of dispatch email.
Can someone else sign for my delivery?
Yes, anyone at the specified delivery address can sign for the goods.
I have not received my order, what do I do?
If you have not yet received your order, please email us on email@example.com where our team will be happy to help. Please check your tracking before contacting us as this may show you where your parcel is.
Will I have to pay custom and/or import charges?
Although we do our very best to help clients avoid paying customs fees, occasionally they are assessed, and will vary by location and price. Unfortunately, we have no control over these charges.
RETURNS & EXCHANGES
What should I do if I receive an incorrect or faulty item?
We do our best to get your order right every time but sometimes we can make a mistake! In the unlikely event that the items listed on the dispatch note do not match those contained in your delivery, please notify us immediately, within 24 hours of receipt. Send us your order ID, the name/product code of the item you were supposed to receive and further details of the problem. We'll do our best to resolve this for you.
How long do I have to return an item?
You can return an item within 14 days provided the product in its original, unused condition. Please note that our return policy does not apply in the case of certain items which cannot be returned/exchanged for hygiene reasons, being swimwear and jewellery.
How do I return an item?
We try to make sure that you are happy with all of the products we send to you, but if you ever do need to send anything back to us, it's super easy. Click here to read our Returns Policy.
1. Send us an email (within 24 hours of receiving your item) telling us you want to return your item(s).
2. Wait for our response with the return address.
3. Mail back the item(s) back in their original condition within 14 days of receipt. Please include a piece of paper telling us your name.
Once we receive your return, we will process it immediately and send you a confirmation email. Refunds are the original price minus the original cost of shipping (even if we sell the item as "free shipping" the original postage cost that we pay to send to you will not be refunded. We do not reimburse you for your postage cost back to us. Please use a "tracked" service as we can only refund items which are returned to us. The cost we take out when we refund for postage is as follows: £12.00. Sale items, the same terms to the above apply however we will only exchange or give store credit for returns.
How much does it cost to return an item?
We're sorry but returns must be made at your own cost.
How will I know if you have received my returned parcel?
We strongly recommend that you return your parcel by recorded delivery as this will allow you to track the whereabouts of your parcel online. Once we have received your parcel and processed your items we will send you an email to confirm that it has been returned and the monies credited to your account. Please remember that some banks may take up to 10 days to show the refunded monies in your account.
How long does it take to process my return?
Please allow 2-3 working days from receipt of your return for it to be processed.
What amount will I be refunded?
Delivery charges are non refundable unless applicable so you will be refunded the full value of the items returned less the delivery charge. If a discount was applied to your original order, the amount refunded will be adjusted accordingly. The cost and care of returning the item(s) is your responsibility, therefore we strongly recommend that you send the parcel by recorded delivery and keep a copy of the recorded delivery number just in case your parcel goes missing. We are not responsible for items lost in the delivery services in the returns process. Items purchased on sale or using a discount code will be refunded with store credit only. Items returned for outside the E.U are only eligible for exchange or refund via store credit.
How do I exchange an item?
Your item doesn't fit? It just doesn't suit you? Well if this is the case, we will happily provide a free exchange. Just follow the 3 easy steps to return it:
1. Send us an email (within 24 hours of receiving your item) telling us you want to exchange your item(s). Tell us what items you would like to exchange for. If the other items you want are more expensive you will be billed the difference and if they are less expensive you will be refunded the difference.
2. Wait for our response with the return address.
3. Once you have our message, mail back the item(s) back in the original condition with a piece of paper telling us your name and the items you would like to exchange for.
How can I pay for my order?
We accept the following payment cards: Visa, Mastercard, Visa Electron, American Express and DreamitWearit' Gift Certificates. We also accept Paypal payments.
How secure is your online payment process?
Our payment process is super secure. We don't store your card details. In fact - DreamitWearit' uses high-level SSL encryption technology - the most advanced security software currently available for online transactions.
Can I pay with Paypal?
Yes, you can use your PayPal account to pay for your order at Dreamitwearit.com. When selecting this option at checkout, you will be directed to the PayPal site to 'Log In' and review the amount shown before clicking 'Pay Now'. Once this transaction is complete, you will then return to Dream it Wear it website. If for any reason the payment has been declined, an immediate message will be displayed on the PayPal payment page to indicate this. If there are any queries you may need to contact PayPal for further assistance.
Why pay with PayPal?
- It's safer: shop at thousands of websites without sharing your financial details.
- It's faster: with no need to type in your card details, you can check out in a few clicks.
- It's easier: all you need is an email address and password to pay online.
When do you charge my credit/debit card or PayPal account?
Your card/PayPal account will be charged at the time of placing your order. All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your card refuses to or does not for any reason authorise payment then we will not be able to accept your order.
Can I use a Gift Certificate to shop online?
Yes, you can now use Gift Certificates to pay for items!
Why am I experiencing problems when entering my payment details?
Firstly, make sure you have inputted the correct details by checking all information carefully. Contact your bank to ensure there are no problems with the card. After this, please contact us with details of any error messages received and we will investigate further.
How do I use a promotional code?
Once you've reached the Checkout stage, enter your promotional code into the "Coupon code" box, enter the correct code and click "Go". If the code is valid, your discount will be applied! Please not, only one promotion/discount code is redeemable per order.
What should I do if I've forgotten to use my promotional code?
Unfortunately, we are unable to manually enter discounts after the order has been completed.
My Promotional/Discount code did not work - what do I do?
It's all rather easy to pay with a promo code but if you're having difficulties, contact our customer service team and we'll sort it out for you.
How do I subscribe to the Dream it Wear it newsletters?
It's easy! Simply go to the bottom of this page, enter your email address into the box and click GO. Our weekly email newsletter will keep you up to date with all our latest trends, new arrivals and promotions. You can also enter our exclusive competitions and be notified of sale previews. Alternatively, create an account with us and be signed up that way.
How do I unsubscribe from the Dream it Wear it newsletter?
If you decide that you no longer want to receive our weekly email newsletter you can unsubscribe at any time. Please click on the unsubscribe link at the bottom of our emails. Alternatively, if you have an account with us go to your account details and click on unsubscribe there.
Can I use more than one coupon on my order?
No sorry! Our system only accepts the last coupon entered. Coupon codes cannot be combined.
ACCOUNT AND EMAILS
How do I create a Dream it Wear it account?
When you go to the Checkout you will be able to register your details with us. This means that when you return you will be able to retrieve your details and chosen delivery address/es. (Please note that this does not include your payment card details). You'll be asked to set up a personalised password to access your account and you will be asked for your date of birth. For payment processing reasons, only customers 16 years in age and above can create an account with us.
I have already purchased from the site and wish to purchase again but I need to change my delivery address or other details what do I have to do?
Simply click Account at the top of the site and enter your email and password (this has to be the email address you used when you created your account). You can now edit your account details in your account pages.
How do you keep my personal information secure?
What should I do if I've forgotten my password?
Don't worry if you've forgotten your password! Simply click the "Forgot your password?" link next to the login button and follow the instructions. Please don't hesitate to contact us if you continue to experience problems.
How do I find a specific item?
The search function, found on the right of the top navigation, gives you the ability to find specific items. Simply enter a phrase or item name in the search box e.g. 'party dress'.
How can I find out what measurements Dream it Wear it sizes are?
Please click here to view our Size Guides.
How will I know what the care instructions are to wash my clothes?
Every garment you receive will have a care label on the inside of the clothing.
How safe is online shopping with Dream it Wear it?
It's safer than ever! We use one of the most secure online ordering systems and are constantly improving our software to make sure we offer the highest possible security at all times. In fact - DreamitWearit uses high-level SSL encryption technology - the most advanced security software currently available for online transactions.
How do I know my personal details are secure?
We are committed to ensuring that your information is secure. To prevent unauthorised access or disclosure we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect about you. See our privary policy for more details.
How can I contact you?
Please visit our Contact Us page for details of how to get in touch. We aim to respond to queries within 24 hours.
What languages does your customer service team speak?
We can answer customer queries in the following languages: English, Spanish & Italian.
What are your opening hours?
Our Customer Service Team are available between 8:00am and 11:00pm Monday to Friday.
I am a Blogger and want to work with you. How do I contact?
If you are Blogger and want to feature our products on your blog, please contact us on firstname.lastname@example.org
Still not sure, or need to know more? Contact us via email or Live Chat. We're here to give you a hand!