Your order is being shipped from Melbourne, Australia. Please note that potential delays could be due to public holidays, warehouse delays due COVID staff shortages, transit delays such as mail and parcel processing facility staff shortages and temporary closures. COVID related airline disruptions mean there are fewer flights available to transport mail and parcels and this may cause longer delivery times. We are not responsible for any delays in transit & will not be refunding for delays unless the parcel is deemed as lost in transit by Australia Post after a formal investigation.

At the moment the delays are worse than usual due to limited flights & staff due to COVID regulations. There is a lot of backlog of parcels at the post. We do our best to package and post on time, however once the parcel is taken to the post office, it's in the hands of the post and we can not speed up the shipping. 

Express Post:
Express Post is much faster than Standard shipping, but please note that at the moment we are dispatching the orders within 2-4 days of receiving them as we are a small team: paying for Express Post doesn't mean your order will be dispatched the next day, but it does mean that once we take your order to the post office it will reach you faster.

Once we are caught up and up to date with orders we will be dispatching within 1-2 business days as we normally do. 

If your order is urgent, please let us know and we can advise if we ship it to you in time.

Estimated Times of Arrival
(potential delays are included in the ETA's)

Australia
AusPost Standard Post: 3-8 business days
AusPost Express Post: 1-4 business days

United States & Canada
AusPost Standard Post: 15-25 business days
AusPost Express Post: 8-15 business days

United Kingdom
AusPost Standard Post: 10-25 business days

New Zealand
AusPost Standard Post: 10-18 business days
AusPost Express Post: 7-12 business days

Majority of Europe
AusPost Standard Post: 15-25 business days
AusPost Express Post: 8-15 business days

Majority of Asia
AusPost Standard Post: 10-18 business days
AusPost Express Post: 8-15 business days

Rest of the World
AusPost Standard Post: 15-25 business days
AusPost Express Post: 9-17 business days

Individual greeting cards / stickers are sent in a an envelope as a LETTER without tracking, ETA 2-8 business days for Australia and 15-25 business days for rest of the world.

If your order is taking longer than the estimated time, please double check the submitted address, check with your local post, and finally, contact us with your inquiry. Please don't leave it too long - get in touch sooner rather than later after estimated time so we have a better chance of tracking your order and lodging a claim with our shipping carrier. 

Email: hello@dreamymoons.com.au
We will reply within 1-3 business days.

If you are experiencing issues with the customs in your country, please contact us at hello@dreamymoons.com.au so that we can help you receive your order as quickly as possible.

Please be aware that taxes and duties may be charged for international shipments. All applicable customs and import duties and fees, taxes and any other charges are the responsibility of the customer, even if you refuse the shipment upon delivery.

Customs authorities require by law that we state the value of your order directly on the package. Customs agents have the right to release or deny release of your package and, in rare cases, they may also delay delivery.

Returns
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. Preferable returned in same packaging as received.

To complete your return, we require a receipt or proof of purchase.

* We do not cover shipping fees for a return *

Refunds for returns
Once your return is received, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. We will not be refunding shipping fees, item cost only.

Shipping
To return your product, please first email hello@dreamymoons.com.au
Include your order number in the email.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

Refunds or replacements for damaged items
If an item arrived damaged in transit, you are eligible for a free replacement or a partial refund of item cost depending on severity of the damage. Please email a photo of damage, and order number to hello@dreamymoons.com.au

Item not delivered by your local post 
If your order was not delivered by your local post as no-one was home or the parcel was not picked up by the customer from the post office in time, usually it will automatically return back to us. In this case, once we receive the parcel back, you are eligible for a refund of your order minus the shipping fee. Alternatively, you can request for your order to be shipped again, in which case the shipping fee again will have to be covered by the customer.

If the parcel has not been returned to us, and the order has been missing for over 8 weeks past the estimated delivery date, we are unable to accept your claim, as after that our chances of finding your parcel are practically zero. It's always best to get in touch sooner rather than later so we can lodge a claim with the carrier.

Please note that if you entered the wrong shipping address, and we delivered to said wrong address, we will not be able to refund your order or the shipping costs.

Refunds or replacements for items deemed as lost in transit
Unfortunately, recently we have been forced to manage the current shipping disruptions caused by COVID.
As heartbreaking as it is, we honestly do not have control over the delays. The best we can do is open a case with Australia Post and see what they say. 

If the parcel is deemed as lost in transit,  we will either refund your order in full OR arrange for a replacement order to be sent.

Alternatively, if once you finally receive the parcel and you choose not to keep your order and would like a refund, it can be returned back to us.

Thank you for your patience, understanding and support, it's been a very hard time for small businesses ❤️

Incorrect item received
If you received an incorrect item by our mistake, we will cover all costs for the correct item to be sent out. Make sure to get in touch within within 5 business days if receiving the incorrect item. If you want to keep the incorrect item we will offer a gift card to make up for our mistake.

If any questions please email hello@dreamymoons.com.au

Thank you!