Q: What is the return policy?
A: 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: unused and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us here or email us at firstname.lastname@example.org. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Check our Refund Policy page for more information.
Q: What are the shipping options?
A: Shipping charges for your order will be calculated and displayed at checkout. We offer free shipping on all orders over €150.
We offer international shipping to countries within Europe.
At this time, we do not ship outside Europe, but you can always contact us to see if an exception can be made.
Check our Shipping Policy page for more information about shipping options.
Q: When will I receive my order?
A: All orders are processed within 1 to 2 business days (excluding weekends and holidays) after receiving your order confirmation email.
Shipping time within the Benelux is in most cases 1-3 business days. International shipping can take 2-10 business days (depending on destination country).
We will keep you informed about possible delays as far as possible.
Check our Shipping Policy page for more information.
Q: What do I do if I never received my order?
A: If you do not receive your product within the specified time period (see Shipping Policy for more information), please contact us here or sent an email to email@example.com, and provide us with your order number and date of order. We will get back to you within 1 or 2 business days.
Q: What do I do if I received a defective, damaged, or wrong item?
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you received the wrong item, so that we can evaluate the issue and make it right.
You can contact us here or sent an email to firstname.lastname@example.org, and provide us with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.
Q: How do I make changes to an order I’ve already placed?
A: In the unlikely event that things still need to be changed, please contact us as soon as possible to see what the options are. You can contact us here or sent an email to email@example.com, stating your order number, order date, and the changes you want to make. We will get back to you within 1 or 2 business days.
Q: Where are you located?
A: We are an e-commerce business, and ship our products from our premises in Rotterdam, The Netherlands.
Q: How is the product made? Where do the materials come from?
A: We source our products locally. All products are preloved, and made from high-quality natural and/or artificial materials. Details can be found in the product description of each item.
Q: What are the international taxes, duties, etc., that I have to pay?
A: Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. Impossible Dreams is not responsible for these charges if they are applied and are your responsibility as the customer.
Please contact the government agency of your country for more information about taxes, duties, and all similar questions.
Q: How do I contact your company if my question isn’t answered here?
A: You can contact us here or sent an email to firstname.lastname@example.org. We will get back to you within 1 or 2 business days.