Q: Can I place an order directly without registering on your website?
A: You can place an order directly without registering on our website. It is recommended that you register first and then purchase, so that you can check the order by yourself at any time from your personal account.
Q: If I did not register before placing an order, how can I find this order information after registration?
A: If you purchase it as a visitor, i.e. you order an item without registration. You can get order information in two ways：
1. Please check the mailbox at the shipping address to review the order notification email.
2. Please do not hesitate to contact our after-sales Customer Service, we provide email, live chat, and phone customer service for your reference.
Q: Can I cancel my order?
A: Please contact us via Live Chat, email us at [email protected] We may be able to cancel the order. If the order has begun processing, we are unable to cancel the order. The normal return policy procedure would need to be initiated.
Q: How can I change the size, color, unit(s) of my order?
A: After an order has been accepted, we are unable to make any changes to any existing order. Please contact us via Live Chat, email us at [email protected] We may be able to cancel the order and begin a new order. If the order has already begun to process, no changes can be made and a return request will need to be initiated upon delivery.
Q: How will I know if my order is confirmed? I did not receive an order confirmation email, only a PayPal confirmation email.
A: If you did not receive an order confirmation email from Dream Pairs, please contact us immediately to confirm the order was received. You may contact us via email at [email protected], by Live Chat. A representative will assist with your order, you will need to provide your PayPal email address and PayPal transaction ID (It's a 17-character string made up of both letters and numbers).
Q: How can I track my order?
A: An email notification will be sent notifying the package is in route. The email will contain the carrier, tracking number, and estimated delivery date.
Q: I received my order but received the wrong item/defective item. What do I do?
A: Please contact us via Live Chat, email us at [email protected] Please be ready to provide your order number and a brief description of the issue. A representative will help to resolve the problem.
Q: How long will it take to receive my order?
A:Deliveries are estimated within 3-7 days across Europe. However, the deliveries may take slightly longer In remote areas or facing various delivery uncontrollable factors (i.e. logistics issues, weather, traffic conditions,national holidays, high volume season, etc).
Q: Can I change my shipping address?
A: Please contact us immediately via Live Chat, email us at [email protected] for any changes regarding the delivery address. Changes to shipping address may not be possible if the order has begun to process. A customer support representative may be able to provide further information.
Q: Do you offer expedited shipping?
A: At this time, we do not offer expedited shipping.
Q: How much is shipping?
A: Free shipping is available for orders 64 € or more. For orders 64 € and below, shipping is 7,41 €
PAYMENT METHODS & GUIDES
Q: What method of payments are accepted?
A: We accept Visa, MasterCard, Maestro Card, and PayPal.
Q: Do you accept pre-paid debit cards or gift cards?
A: We do not accept any pre-paid debit cards or gift cards. We do not accept any Visa prepaid cards as well.
Q: How can I proceed if it states “unsupported card”when I try to pay with Visa or MasterCard?
A: You will be able to pay with Visa or MasterCard. You will need to select PayPal as checkout where you will have the option to log in or check out as a guest. To check out as a guest you will need to select “Pay with Debit or Credit Card” and proceed to enter your payment information.
Note: For more details for " unsupported card" issue, please check PAYMENT FAQ GUIDES
Q: Do you offer wide width products?
A: Our products are designed with normal width. We currently do not offer wide or extra wide selections. For wide feet, we recommend selecting a half to full size up.
Q: How can I make sure I am selecting the right size?
A: For best sizing selection, we recommend to measure your foot. It is recommended to measure your foot in the night for best results, measure from the back of the heel to the tip of the big toe. You may then reach out to a customer service representative to assist with the best sizing selection. In the future, size charts will be displayed with each listing.
RETURNS/REFUNDS & WARRANTY
Q: What is the return policy?
A: Dream Pairs gladly accepts returns within 30 days of delivery. If you are not 100% satisfied with your order, you have 30 days from the time of delivery to request a return. Returns will only be accepted if the item(s) are UNWORN and in the original packaging. Buyers are responsible for all return shipping costs.
Q: How do I get a return shipping label?
A: A return request will need to be submitted before returning an item. Upon requesting a return, instructions will be provided on how to complete your return. The instructions will include the return address but a shipping label will not be provided. Buyers are responsible for return shipping costs and may select your preferred shipping carrier.
Q: Can I exchange an item?
A: At this time, we do not offer exchanges for varying circumstances. A return request will need to be submitted and a new order may be placed for the desired product.
Q: When will I receive my refund?
A: Upon receipt of the returned item(s) a full refund will be issued back to the original payment method. An email notification will be sent with the refund information. Please allow 3-5 business days for the funds to be made available.
Q: Can I get store credit instead of a refund?
A: At this time, we do not offer store credit. All refunds will be processed to the original payment method.
Q: Do you offer a warranty policy?
A: Dream Pairs is happy to provide registered users with a 90-day warranty from the day the order is placed. Warranty claims can be made for manufacturing or material defects for items purchased from our website, Amazon, and other retail stores. You may be asked to provide photos of the items to ensure the best solution is provided. To request a warranty claim, please contact our customer support team at [email protected]
Q: Is there a discount code available?
A: As a first-time customer, upon registering with our website, a Welcoming email will be sent with a 15% off discount code included. You may input the code at checkout.
Q: How can I check if an item will be restocked?
A: Please contact our customer support team for restocking inquiries. A representative will be able to provide an estimated restocking date if applicable
Q: Can I place an order for an item that is out of stock?
A: No, we are not able to process any orders for out-of-stock items. You may contact us via Live Chat, email us at [email protected] to request for a notification to be sent when the desired item is available.
Q: How can I contact you?
A: Contact us via Live Chat or email us at [email protected]
Q: When I try to check out it gives me an error message saying “Card Type Not Supported.” How can I checkout?
A: If you encounter an error stating “Card type not supported” verify the payment method you are attempting to use is an accepted form of payment. Payment methods accepted are Visa, MasterCard, Maestro, and PayPal. You may need to log into to PayPal and checkout using PayPal