Frequently Asked Questions

Below you can find our Frequently Asked Questions. For the quickest solution, we recommend checking this section before reaching out to our support team. If you don't find the answer to your question here, please contact us at support@dreaver.nl.

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Need help?

Can't find the answer? No problem! You can ask your question directly via chat. We are available during the week from 9:00 AM to 7:00 PM and strive to respond to your inquiries as quickly and accurately as possible.

If we’re not available, please send us an email, and we’ll get back to you as soon as we can!

Shipping & Orders

If your product has been shipped with Track & Trace, you will receive the tracking code via email once your order has been handed over to DPD.

If you haven’t received this email, please first check your spam folder. If you still can’t find it, please email us at support@dreaver.com. We’ll be happy to assist you!

Unfortunately, we rely on courier services, and due to their workload, they may not always meet their delivery promises 100%. We ensure that your order departs from our warehouse in the Netherlands as quickly as possible and is on its way to the DPD sorting center.

We understand this can be frustrating, and we are committed to expediting your delivery. If your package has not been delivered within 5 working days of your order, please contact DPD customer service or reach out to us. We will work to provide clarity on the status of your order.

Received a broken, incorrect, or incomplete item? Please email us at support@dreaver.com with a photo of the damaged, incorrect, or missing product, along with a brief explanation of the issue. We will do our best to resolve the matter and find a suitable solution!

During holiday periods, courier services experience a high volume of orders, which can sometimes lead to delays due to the increased workload. We appreciate your understanding and patience during these times. If you place an order during this period, please be aware that there may be delays. DPD is doing everything possible to ensure your package is delivered as quickly as possible.

If your order has not been delivered within 5 working days, please contact our support team. We will assist you and provide more information about the status of your order.

The order number you need to return the order can be found in the confirmation email you received after placing your order.

Once we hand over the package to DPD, it typically takes 1-5 working days for it to be delivered to your home.

*PLEASE NOTE: Sometimes the tracking information may show that the package hasn't been received by DPD, even though it has been. Due to high volumes, DPD may not process all packages immediately. The status may only update when the package is scanned at DPD, which can cause a delay in tracking information updates.

If you ordered before 5:00 PM on a business day, your package will be handed over to DPD the same day. If your package has not been delivered within 5 working days of your order, please contact DPD customer service or reach out to us. We will help you track the status of your order and provide further assistance.

Returns

You can return your order quickly and easily by following the following steps:
  1. Send an email to support@dreaver.nl within 30 days of receiving your order. with the request to return your order. Please include the following information in the email:
    • Your order number (you can find this in the confirmation email you received after placing your order).
    • The product(s) you want to return.
  2. Then complete the returns form that you receive from us. Print this out and add it to the return shipment.
  3. Return your order together with the returns form. After the 30-day period, you still have 14 days to return the product. The return costs are free. The customer is responsible for the product until we receive the returned item. Remember to keep your shipping receipt in case your package does not reach us.
  4. Once we have received the return, we will process it within 7 days. If your return has been processed properly, you will receive a confirmation email. The full purchase amount will then be refunded to your account within a few working days.

The product must be registered for return within 30 days of receiving the order. After this you still have 14 days to return the product.

It is important that the following return conditions are adhered to when returning a product. This means you get your money back and we can make someone else happy with the product.

  • Products must be returned in the original packaging.
  • The entire package contents must be returned.
  • The product must be returned in its original condition and must not be damaged or visibly used.

Returns within 30 days are free.

If you would like to exchange an item, please return the unwanted item to us and purchase the product you would like. Once we have received and processed the unwanted item in good order, you will receive a refund.

After we receive the returned product, we will start processing the return. We aim to process returned products within 7 days. As soon as your return has been processed successfully, you will receive a confirmation email and the full purchase amount will be refunded to your account within a few days.

We aim to process received returns within 7 days. Have you completed all the return steps but have not yet received a refund within this period? Please send an email to support@dreaver.com. Then we'll take a look at what exactly is going on.

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