Refund policy

Return & Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it: unworn, unused, unwashed, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

For hygiene reasons, pet clothing, wearable pet accessories, or any item that has been worn, washed, used, or shows signs of use cannot be returned.

To start a return, please contact us at info@dreamerstudio.net before sending your item back. Returns sent without prior authorization will not be accepted.

Once your return request is approved, we will provide instructions on how and where to send your package.

Please note that customers are responsible for return shipping costs.For international returns, any customs duties, import taxes, or fees incurred during the return shipment are the customer's responsibility."

Order Cancellation Policy

1. Within 24 Hours Before Shipment

Orders may be cancelled within 24 hours of purchase, as long as the order has not yet been shipped.

If your cancellation request is approved before shipment, a full refund will be issued to your original payment method.

2. Orders Already Shipped

If your order has already been shipped when we receive your cancellation request, the order can no longer be cancelled directly.

In this case, the request will be handled as a return request under our return policy.

If shipment interception is possible and successfully completed, a 20% handling/restocking fee may be deducted to cover processing and shipping-related costs.

3. Processing and Dispatch

Please refer to our Shipping Policy for current order processing times.

Once your order has shipped, it can no longer be cancelled. However, you may still request a return after receiving your item, provided it meets our return eligibility requirements.

Damages and Issues

Please inspect your order upon arrival and contact us immediately if the item is defective, damaged, or if you receive the wrong item.

1. Reporting Time Please report any damage immediately upon receipt of your order.

2. Required Information To help us process your claim efficiently, please provide:

  • A photo of the outer packaging with the shipping label visible
  • Clear photos showing the damage to the item
  • Your order number

3. If the Outer Packaging Is Intact but the Item Inside Is Damaged If the outer packaging appears undamaged but the item inside is damaged, we may need to file an investigation with the carrier (e.g. DHL). We may ask for additional information and will assist you throughout the process.

4. Additional Claim Requirements In some countries, final delivery may be handled by the local postal service. In such cases, the recipient may be required to visit the local post office, file a damage report, and obtain an official damage certificate.

5. Return Condition Assessment We reserve the right to assess returned items upon receipt. If an item is found to be damaged due to misuse or customer negligence — rather than a manufacturing defect or shipping issue — we may reject the return or issue only a partial refund.

Non-Returnable Items

Certain items cannot be returned, including:

  • Items that have been worn, washed, used, or show signs of use
  • Pet clothing or wearable pet accessories that have been worn, washed, or used
  • Custom, personalized, or made-to-order items
  • Gift cards
  • Items clearly marked as “Final Sale” at the time of purchase

Please contact us at info@dreamerstudio.net if you have questions about whether your item is eligible for return.

Please note that regular promotional items, discounted items, or items purchased with a discount code are still eligible for return as long as they meet our return requirements, unless they are clearly marked as “Final Sale.”

Exchanges

We do not offer direct exchanges at this time.

The fastest way to get the item you want is to return the item you have. Once your return is accepted, you may place a separate order for the new item.

European Union 14-Day Cooling-Off Period

Notwithstanding the above, if your order is shipped to the European Union, you have the right to cancel or return your order within 14 days of receiving it, for any reason and without justification.

As stated above, the item must be in the same condition that you received it: unworn, unused, unwashed, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds

We will notify you once we have received and inspected your return, and let you know whether the refund has been approved.

If approved, you will be automatically refunded to your original payment method within 10 business days.

Please note that it may take additional time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since your refund was approved, please contact us at info@dreamerstudio.net.