At Dreamtshoes, we maintain rigorous quality control for all footwear. Should issues arise post-delivery, contact our customer service team at [email protected] promptly for assistance.
Return Period
Items may be returned or exchanged within 30 days of receipt, provided they meet our eligibility criteria.
Return Shipping Options
- Post Office Collection: Arrange package pickup via your local post office.
- Drop-off at Post Office: Deliver the package to your nearest post office.
Shipping Cost Responsibility
- Our Fault (e.g., defective/damaged shoes, incorrect delivery): We cover return shipping costs and provide prepaid return labels for carrier-caused issues.
- Your Reason (e.g., size mismatch, style preference change): You bear shipping fees, which vary by carrier.
Return Requirements
- Non-Quality Issues: Shoes must be unworn, undamaged, and retain original tags/packaging. For hygiene reasons, shoes that show signs of outdoor wear may not be eligible.
- Pre-Approval Required: Obtain customer service approval before returning items.
- Quality/Incorrect Delivery Issues: Provide clear photos of defects/errors to receive return instructions.
Eligible Circumstances for Return/Refund
- Shoes damaged/defective due to production/transportation errors.
- Shoes differing from descriptions (e.g., size, color, material).
- Undelivered/lost parcels.
- Delays exceeding agreed timelines.
Return Process
- Contact Customer Service: Share order number, SKU/product name, and return reason.
- Response: Our team replies within 24 hours on business days with detailed instructions.
- Ship Items: Return to the provided address with tracking number and receipt.
- Refund/Exchange: We process refunds/exchanges immediately upon receipt and inspection of returned items.
Critical Notices
- Return Address: Use only the address provided by customer service; package sender addresses are invalid.
- Non-Our Items: Exclude non-Dreamtshoes items from returns—we won’t process them.
- Lost/Stolen Packages: We aren’t liable for transit losses; retain tracking proof.
- Refund Timing: Refunds may take up to 7 business days to reflect, depending on payment providers.
Special Cases
- Defective/Damaged Shoes: We issue return labels for carrier-caused issues.
- Customer Remorse: You arrange return labels for size/style changes.
- Worn/Soiled Shoes: Returns with visible wear (scuff marks, dirt, odors, etc.) may be denied.
Contact Us
Address: UNIT 60 3/F YAU LEE CTR NO.45 HOI YUEN RD KWUN TONG HONG KONG
Telephone: +852 68759316 (Available Monday–Friday, 08:00–17:00 UTC +8)
Email: [email protected]
Working Hours: Monday–Friday, 08:00–17:00 (UTC +8)
We respond within 24 hours on business days.