Last Updated: January 15, 2024

Return Policy

At DreamSleepz, we offer a 30-day return window starting from the day you receive your order. This gives you plenty of time to decide if the product is the right fit for you.

Return Conditions

1. Condition: Items must be returned unwashed, undamaged, and in their original packaging. If this isn't possible, please contact us, and we will work with you to find a solution.
2. Gifts & Promotions: Any free gifts (e.g., sleep masks) or items from a "Buy One Get One" (BOGO) promotion must be returned unused and in full along with the main product. If a gift is missing, damaged, or its packaging is incomplete, the value of that gift may be deducted from your refund.
3. Timeline: Returns must be requested and shipped back within 30 days of delivery.
4. Exclusions: Products damaged by the customer or showing clear signs of use are not eligible for return.
5. Custom Orders: Personalized or custom-made products cannot be returned.
6. Shipping Costs: The customer is responsible for return shipping costs unless the product arrived defective or the wrong item was sent.
7. Pre-Approval: Before a return is approved, customers must email a photo of the product to hello@dreamsleepz.com for verification.
8. Discretion: DreamSleepz reserves the right to review return requests on a case-by-case basis and offer alternative solutions where appropriate.

Refund Options

Once your return has been inspected and approved, we offer two options:

1. Full Refund: The purchase price will be credited back to your original payment method within 10 business days.
2. Store Credit (+10% Bonus): Receive the full purchase amount as a digital gift card for our shop, plus an extra 10% bonus credit.

Alternative Solutions

We want you to have the best experience possible. If you aren't satisfied with your product, please reach out. In many cases, we can offer a solution that doesn't require you to ship the item back.

Note: Alternative solutions are offered at our discretion and are not guaranteed for every order.

Damaged or Defective Items

If your item arrives faulty, damaged, or soiled, it is covered under our warranty.

• Reporting: You must notify us of the issue within a reasonable timeframe after discovering the defect.
• The Solution (Fast Replacement): To help you as quickly as possible, we will immediately send you a brand-new replacement product or the necessary replacement part free of charge.
• No Return Required: In the event of a defect, you DO NOT need to ship the original item back to us. You may keep it, and we will cover all costs for the replacement.
• Contact: Please email us at hello@dreamsleepz.com with your order details.

Non-Returnable Items

The following items cannot be returned:

• Products outside of the 30-day return window.
• Items that have been clearly used or damaged by the customer.
• Personalized or custom-made products.

Important Note regarding Smells: New textiles and memory foam may have a "new product" scent immediately after opening. This is a natural result of the production process and usually disappears after airing out the item or washing the cover. Items with this initial scent are not considered defective or damaged.

How to Start a Return

1. Email your return request to hello@dreamsleepz.com and include your order number. If the item is defective, please attach clear photos of the issue.
2. We will review your request and respond within 3 business days with your refund options.
3. If you choose a full refund, we will provide you with shipping instructions. You must use a shipping method that includes a tracking number.
4. Once the return is received and approved at our warehouse, your refund will be processed within 10 business days.

Undeliverable Shipments & Incorrect Addresses

If an order is refused at the door, not picked up from a collection point, or provided with an incorrect address, a €15 shipping and handling fee will be deducted from your refund.

Additional Conditions for Address Errors:

• Reshipping: If the package is returned to us, we can reship it for a flat fee of €15 (regardless of the number of pillows).
• Lost/Destroyed Packages: If the package is not returned to us (e.g., it is discarded by the carrier after being held), we offer two choices:
  • A replacement package sent for €15 per pillow.
  • A "goodwill" refund of 20% of the original purchase price.
• Please Note: We cannot offer full refunds in these cases, as providing a correct shipping address is the customer's responsibility.

Return Address

To receive a refund, all returns must be sent to the address below and include a tracking number.

Name: Wu Xi

Address: Building 4, 4th floor, 58 Baiye Road

City: Dongguan

Zip Code: 523000

Province: Guangdong

Country: China

Tel: +86 19329021556

Warning: Returns sent to any address other than the one listed above are not eligible for a refund of any kind.

Contact Us

Email: hello@dreamsleepz.com

HQ Address: Hambakenwetering 1, 5231 DD 's-Hertogenbosch, Netherlands

(Note: This is an office address only; do not send returns here.)

Questions about our policy? Reach out anytime, we’re here to help!