Frequently Asked Questions ( Faqs )
What payment options are available?
The full order value must be paid at checkout. Orders will only be processed once the full payment has been made. We accept Visa, Mastercard, Amex, PayPal and Klarna.
How much is the delivery fee?
We offer competitive delivery pricing on all our items to make shopping simple. This means you never have to pay expensive delivery fees. Our shipping calculator will automatically calculate the best shipping price based on your location and the size and weight of the item.
How long will it take to receive my order?
If an order is finalised prior to 9am on a business day we will dispatch the order to you on the same day (excludes pre-order items). Order placed after 9am will be dispatched the next working day. Orders can take up to 10 workings days to arrive depending on your location. If you live in a major capital city you will generally receive your order within 2 to 5 working days.
What does 'pre-order' or 'expected dispatch date' mean?
Due to high demand, some of our product may be sold out before the next shipment arrives. You can order these items in advance to avoid missing out again. Sometimes new products will be launched on pre-order before the first shipment arrives. The expected dispatch date is an estimated date when we start dispatching orders of that product. Sometimes orders will be dispatched sooner, and sometimes later, depending on the shipment status, port congestion, weather conditions and other factors relating to the international shipment. We will contact you if there are any delays. Please note when placing an order of multiple items your whole order will be dispatched according to the expected dispatch date. You also have the option to receive partial shipment of in stock items before this date. Simply call us to arrange and extra delivery fee may apply.
Does Dreamo offer trade discounts?
We are happy to look at potential discounts for any commercial orders.
If you would like to place a commercial order with us and require invoice, please submit your enquiry to [email protected] and one of our consultants will be in touch with you.
In order to create an invoice, we require the following information:
- Company name
- Purchase order number
- Contact name
- Email address
- Shipping address
- Billing address
- Items to order, quantity and colour
- Preferred payment method
If you do not require an invoice and would like to pay via Visa or Mastercard, please feel free to place an order online.
Payment security and fraudulent orders
Our web site uses industry leading encryption methods to keep your personal information secure throughout the payment process and we do not store your credit card information. When we receive a high value order or have reason to suspect an order may be fraudulent we will follow our company procedures to confirm whether the order is legitimate, which may include requesting a scan or photograph of your credit card and identification document such as driver’s licence. We do this in an effort to protect the card holder and the company from fraud, and we reserve the right to cancel an order if we suspect fraud, whether verification steps were carried out or not.
How do I track my order?
On the day you place your order, we will send you a confirmation email with a tracking link that always shows you the progress in real time.
Alternatively, order details could be found here Order Tracking
How will my order be delivered?
Depending on the items on your order and on your location, you might be able to choose between different delivery options. In order to see the options available, just place the desired items in your cart and select your state and postcode. The page will update and show you all options available including their fees.
Please visit our Delivery Info page for details.
Can I pick up the order myself?
Sure. You are welcome to come and pick up your order in person. Give us a notice before coming as we could prepared it to you earlier. Before coming please check the packaging dimensions of your item(s) under the ‘Product Specs & Dimensions’ section within the product listing page to ensure that the items will fit in your vehicle.
Will the carrier take items into my house?
Items will be delivered to your door on ground level. If you live in a unit or apartment the courier will deliver it to the front entrance of the complex on ground level. If you need any extra services this needs to be arranged with our team in advance and extra charges will apply.
Can you guarantee a day and time for delivery?
Generally you will be given an indication of the day of delivery but not the exact time. Depending on your location and the transport company in your area you may be sent an SMS or given a call to notify you of the expected delivery day. Please note we do not guarantee delivery dates or times unless you choose time sensitive service( extra charges apply).
Do I need to have someone at home at the time of delivery?
All orders are shipped by trackable services and a signature is required upon delivery. Please note that an ‘Authority to Leave’ (ATL) can be given to the transport company however this is not recommended as it will void your transit insurance and we will be unable to accept responsibility for any damage or loss of items left on your premises. For larger items (over 30kg) your assistance at the receiving end is required due to OH&S purposes since there will be only one driver on board the delivery vehicle. Extra services can be arranged however this needs to be booked in advance when you are placing your order. Please note extra charges will apply.
What happens if I am not home at the time of delivery? Do I need to pay for re-delivery?
It is important that you give us accurate address and telephone contact details. Depending on the transport company delivering in your area you may be left a calling card if you are not home at the time of delivery. In this case you simply need to call the number on the card to arrange a re-delivery. If additional re-deliveries are required, or if a delivery time has been arranged with the transport company and you are not home at the time of delivery we will be notified by the transport company and you will need to pay re-delivery fees before re-delivery is attempted. For ‘Same Day Delivery’ a fee will apply if the driver appears at your premises, and is required to wait as you are not home or is delayed due to difficult access.
How can I submit a return request?
What happens if my item is damaged or missing parts when it arrives?
We strive to deliver the best product quality possible. If this didn’t work our in your case, please contact us and we will do our best to resolve the issue as soon as we can.
In any case, please keep the original packaging of the item for the case that a return is necessary.
Submit the details about your issue with photo to [email protected]
If you are requesting parts, please send details and photos to [email protected]