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, unused, and in its original packaging. We’ll also need your order number / email for proof of purchase.

To start a return, you can contact us via our websites' live-chat or email support@dreamvessels.com. Please note that we will advise you of the return instructions by return email.

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.

You can always contact us for any return questions at our live-chat support or email support@dreamvessels.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. For any items damaged in transit, you can reach out to the Route Resolve Center via the Route app, enter your order number and email address to submit your claim. Please ensure you have added Route Protection to your order at checkout.

Exceptions / non-returnable items
Certain types of items cannot be returned, like boxes of wax that have been opened and custom ordered products. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@dreamvessels.com.