FAQ

Returns & Refunds?

Goods may be returned within 28 days of purchasing for a refund or exchange provided the goods are unused and undamaged in any way including the packaging.

If goods are faulty or damaged upon arrival, please contact us immediately via email info@dreamherbs.com.au for a replacement. Please include your Order ID# and do not use the damaged item. Including photographs helps to speed up the process.

Goods that carry a warranty can be returned to us in the warranty period for a repair or replacement. Contact us to arrange return info@dreamherbs.com.au

Do we price match?

Yes we do, please send us a link of the product you wish to buy from another site and if it is cheaper than us, we will price match it. The product must be identical, the same brand and in stock. We only price match other Australian online stores, not brick and mortar stores. We also sell only genuine brand items, we will not price match a fake copy of a brand item that we sell.

What areas do we send to?

We post to all parts of Australia including remote areas, residential and business addresses.

We cannot send orders to P.O boxes

Do you deliver to P.O boxes?

As above, no we are unable to deliver to post office boxes.

How long is the delivery process?

All of our products are kept on hand in our warehouse, this means we are able to pack and post orders same day or next day after funds have been received.

• Parcels that will fit in a 5kg satchel or smaller will be sent express and typically will arrive overnight to capital cities and 2-5 days to other areas.
• Larger Parcels and boxes will typically arrive overnight to Sydney, Newcastle, Gold Coast, Brisbane and 2-5 days for other areas.

Unfortunately delivery times can not be guaranteed as it is dependant on the courier and other issues such as environmental conditions etc.

Feel free to contact us for a tracking number once your order is complete.

 Are parcels insured? 

Yes, all of our parcels are insured.

In the unlikely event that a parcel is lost, you will not be left out of pocket and we insure at no cost to the buyer. When parcels are lost there is a process we have to follow and this can take a couple of days (We need to contact the courier services and generally it just needs to be re-directed) so patience is appreciated in this instance.

For parcels that are damaged in the delivery process, we advise contacting us straight away. It would also assist us greatly if you could email a photo of the damaged goods to info@dreamherbs.com.au

Please note:

If you authorize your parcel to be left without a signature (ATL) we and the courier companies hold no liability for any damage, loss or theft once the parcel is delivered. Please only do this at your own risk and only if you know it is safe to do so.

 Is tracking available? 

Yes.

Our courier automatically sends out a tracking number to you on completion, if you require a tracking number with Aus post or you didn't receive one, feel free to e-mail us and we'll look it up for you. The courier tracking services are quite good, Australia Post's tracking is less efficient. When using Fastway or Startrack, a tracking number is emailed to you once the order is complete. This is a good reason for you to provide a valid email address.

 Why do we require personal information? 

We require your phone number in case we need to ring you to talk about your order, but more importantly the postal provider may need to contact you in regards to the delivery (Attempted deliveries with no luck etc.)

Your email is required for updates regarding your order, we keep you posted throughout the entire process. This is also how you receive your tracking number from the couriers.

Your legal name and address is also required for verification. You may need to prove who you are in order to collect your package if you missed the delivery and need to visit the courier depot.

We are unable to send any orders that do not have the above details. Please contact us if you have any concerns about this.

 What personal information do we require?  

Valid first and last name (The name provided must match the name on the credit card)

Valid email address (for your invoice and tracking number, and if we need to contact you in regards to any issue with the order)

Valid phone number (for the above reasons mentioned in regards to issues with mail)

  Product information  

We try to provide accurate descriptions about all of our products and any information we provide is accurate to the best of our ability.

From time to time we may make a mistake in a products description, we will rectify this as soon as it is brought to our attention.