FAQs

❖ Can I cancel and ask for a refund for my order?

If the order’s shipping label has not been printed or has been packed and is currently awaiting pick up, then we can cancel and refund the order. However, we do not offer cancellations and refunds if you have a pre-paid subscription.

❖ Can I change the address on my order?

If the order’s shipping label has not been printed, then we can change the address for you. Simply email support@dreamerwhaleboxes.com. In any event we cannot change the address for you anymore; you can manually change it after DHL emails you your tracking number. A link to update your address can be found inside the email from DHL.

❖ I’ve changed my mind; can I cancel my subscription?

Yes, we can cancel your subscription but once our system has processed the payment we cannot allow you to cancel it anymore. What we can cancel are the boxes after that.

❖ I forgot to skip, can you please cancel my renewal?

You have 7 days from when you were charged for renewal to contact us that you would like to skip the box. After this period, we cannot allow you to cancel anymore.

❖ I would like to return my order and ask for a refund.

We strictly do not accept returns. However, in the event that you need to return any product to us, WE DO NOT cover the cost of returning postage or shipping. You are entitled to request a refund if:

You informed us and demonstrated in good faith that the product you received is damaged or defective, in which case a replacement will be offered to you.
However, if we’re unable to offer a replacement due to not having the same product in pristine condition, we can refund you the relevant price.

If, for any reason we are required to refund you, the refund can only be processed once
you have successfully returned the damaged or defective product to us.

❖ It’s been a month; I still have not received my order.

If you experience any issues with your shipping, please contact support within 20 days after your order has been dispatched. Any queries after the 20-day deadline asking for a replacement, the customer will need to pay the shipping fee again to have a replacement sent. However, if the customer opted for a refund, we could offer it minus the original shipping fee.

Please note that as a customer, it is your responsibility to monitor your tracking and contact us about delays or issues regarding your order. If you contact us after 2 months after your order was dispatched to let us know you never received it nor contacting us after 2 months to let us know your copy is defective or damaged; you may have to pay for the order and shipping again to have a replacement sent to you.

❖ Why am I being charged an additional fee by customs?

If your order is being delivered to United States, local authorities may collect customs fees before or upon delivery. These fees are determined by your country’s customs policies and you as the recipient will be responsible for paying them.

We kindly ask you to check with your local customs office for more information on potential charges.

However, if you refuse to pay said fees and would like a refund, we will issue it minus the shipping fee.

If your order is being shipped to countries within European Union with a total order value of GBP 135 or below, there should be no customs charges or fees. If you are charged and believe it’s an error, please contact your local customs office for assistance as we do not refund third-party fees.