Envíos gratuitos a partir de 250€
PRODUCT
How can I know my size?
You can consult our Guide of sizes and measurements. “Click here. Also, if you have any questions, please do not hesitate to contact us at contact@dreamluxuryexclusive.com and we will be happy to assist you.
When will a style in my size be restocked?
Dream Luxury is a boutique brand that offers exclusive garments. Due to the limited nature of our parts, we cannot guarantee that the item will be restocked.
However, if you notice that a style is out of stock, we encourage you to sign up to receive restocking notifications. To subscribe to this notification, select the style and size, then click on “NOTIFY ME WHEN IN STOCK”. Simply enter your email address and we will let you know if it is available.
ORDERS
How do I track my order?
You will receive an email with tracking information within 1-2 business days of your purchase.
When will I receive my order?
Our estimated delivery time is 3 to 10 working days for shipments outside Spain.
Do you have expedited shipping?
We currently do not offer expedited shipping services. We are working to have this option available soon!
Can I cancel or modify my order before shipment?
Unfortunately, we cannot modify your order once it has been placed. If you need to change the delivery address or cancel your order, please contact us immediately at contact@dreamluxuryexclusive.com.
Our team always tries to ship your order as soon as possible, so it is not always possible to issue a cancellation. In that case, don’t worry! Once you receive your package, you can request a return. You can refer to our Return Policy. “Click here“.
Will my order be packaged discreetly?
All Dream Luxury online orders are wrapped and placed in a luxurious black satin bag. Your order is then placed in an unmarked shipping bag with no logo or branding for discreet and private delivery.
Please note that due to legislation, we are required to declare product details on international tax and customs declarations. As always, we try to be as discreet as possible.
Can I combine separate orders?
Due to the fast response time of our shipments and deliveries, we cannot combine orders placed separately.
Why was my order cancelled?
Fraudulent.
An order may be flagged as fraudulent if you have entered incorrect shipping and payment details. To help ensure this does not happen when you try again, please verify that the card details are correct; including expiration, security code and billing address.
Stock discrepancy.
You will receive an email if your order has been cancelled due to a stock discrepancy. Be sure to check your Inbox, Junk Mail and Spam folders so we can find a quick solution for you.
If you have not received an email, please contact our team at contact@dreamluxuryexclusive.com or write via our 24/7 live chat. Contact us.
What can I do when items are missing from my order?
To ensure prompt delivery service, we may have shipped your items in separate packages. Don’t worry, your other items should not be left behind! To check for follow-up on items you are expecting, look for email notifications in your inbox.
If you cannot find another tracking number, please feel free to chat with us and we will be happy to assist you.
What can I do when an item in my order appears to be damaged?
We always do our best to ensure that your items are packed and prepared with care; however, we understand that damage may occur in transit or otherwise. If you have an item that appears to be broken or defective, we would be happy to help you correct it.
Please contact our Customer Service Team and be sure to include photos of the items. This will help us determine the probable cause and work on a quick solution for you. Contact us.
What can I do when I receive an incorrect item in my order?
We are sorry to hear that you received the wrong item!
To help correct this problem, please contact us at contact@dreamluxuryexclusive.com and be sure to include photos of the incorrect items. This will help us identify the confusion and find a quick solution for you. Contact us.
Can I update my order once it has been placed?
Dream Luxury cannot change the address, cancel or edit orders once they have been placed. Follow our return process if your order is incorrect.
PAYMENT AND SHIPPING
Why was my payment declined?
There are many factors that can cause a payment to be declined. To make sure this does not happen when you try again, try the following:
Verify that the card information is correct; including expiration, security code and billing address.
If you are using a payment method such as Apple Pay or Google Pay, make sure your details are up to date.
Instead of selecting the billing address “same as shipping address”, uncheck this option and try typing the address.
It is likely that your bank has rejected the payment. You may want to call them to find out why.
Please note that “NO” will be charged unless you receive an order number. There may be times when your bank will hold the amount of your declined payment. If you see any pending transactions on your bank statement, contact your bank to confirm when these funds will be released.
How do I purchase a gift card?
To purchase a digital gift card, follow the link here. Once you have completed the details, press “ADD TO BAG” and complete the payment at checkout.
Once purchased, the digital gift card is emailed to the recipient within 30 minutes.
Can I return a gift card?
Gift cards are “FINAL SALE” and cannot be refunded for monetary value. Please read the general terms and conditions. “Click here.
How do I use my promotional code?
If you have a discount code you can use it on the checkout page. You will get a text box to enter it, just type it in and click on the “APPLY” button. Please verify that the discount has been applied before proceeding to checkout to continue your purchase. Once the purchase has been made, it can no longer be applied.
How much does delivery cost?
For delivery information and pricing, please visit our Payment and Shipping page. “Click here.
When will my items be shipped?
Delivery times will depend on your location, as well as the date and time of your order. For delivery information and pricing, please visit our Payment and Shipping page. “Click here“.
Once your order has been shipped, you will receive an email notification with a tracking number. Be sure to keep an eye on your tracking number. If you wish to view the status and tracking of multiple orders, you can do so from your account login.
Please note that when an item travels overseas or crosses state borders, it may take a few days to update your tracking.
If your expected delivery date has passed, please allow 1 to 3 business days for follow-up updates.
If your order is more than 3 days late, please contact the package carrier or email us at contact@dreamluxuryexclusive.com we will be happy to investigate for you. Contact us.
RETURNS AND EXCHANGES
Can I return my order?
We have a 30 day return policy. Items must be unused and returned in the original package. Please see our Return Policy. “Click here.
When will I receive my refund?
Your refund will be issued to your original payment method and will take 3-5 business days after your return package arrives at our warehouse. You will receive an email confirmation once your refund is processed.
What is your return policy?
It is okay to change your mind, however, due to the intimate nature of our items, some items may not be eligible for return. To verify which items are eligible for return. You can refer to our Return Policy.“Click here“.
How do I return an item?
Postal returns within the EU are “FREE”.
Simply reserve your return. Use the same email address you used to purchase your order. You can refer to our Return Policy. “Click here“.
Can I return underwear?
According to health and hygiene standards, underwear “MUST” be tried on over your own.
To return or exchange any underwear, it must be returned in its original condition; unworn, unwashed and without marks or stains. We recommend checking the garment carefully and confirming with our Return Policy. “Click here.
I have returned an item – what happens next?
Save your tracking number details so you can see when it reaches us. Once it has arrived, your return will be processed within 14 business days, provided the items meet the conditions of the Return and Exchange Policy. Allow additional processing time during holiday/offer periods.
After your exchange/refund has been processed, you will receive an email as confirmation.
CARE
How should I wash my underwear?
To keep your beautiful new items in the best condition, we suggest hand washing them gently in cold water only. This helps preserve the foil, lace or shiny trim.
- Do not use harsh soaps or chemicals.
- Avoid laundry detergents containing bleaching or “oxy-action” elements.
- Do not rub or squeeze.
- Do not iron or dry clean.
- Air dry only, preferably in the shade.
How do I care for my dm latex?
Your Latex comes with a rubber-touch storage pouch that is lightly powdered on the inside. We recommend that when not in use, you should keep your latex protected in the bag. The inner liner will help preserve the latex and prevent damage.
If you ever need to clean anything from your Latex, use a soft microfiber cloth. “DO NOT” use any chemicals on your latex other than the recommended dressing aid and shine spray. Water will not affect your latex, but be sure not to store it while wet.
STORES
Do you have a physical store?
Not at the moment, we only sell online.
