FAQ

Frequently Asked Questions

 

Can I arrange to view a product?

Dream of Italy is an established e-commerce business.  We pride ourselves on excellent, personal service whether you live thousands of miles away or whether you are local.

If you wish to physically view a product and you are in Auckland contact us and to arrange a time to view.  If this is not possible we can send you a video of the product you are interested in.
 

What if my order is damaged?

We take a great deal of care to package our products in such a way as to minimize the risk of damage in transit. However, should this occur, a replacement item will be shipped if this is available. If a replacement item is not available, then a back order can be raised, a credit can be made against another product or a full refund for the item will be provided. 

If your order is damaged or does not arrive, please notify us within 21 days of the order being placed.
 

Is it safe to order using my credit card?

Shopping at Dream of Italy using your credit card is safe. Our site is protected by SSL encryption technology.  We do not keep a record of your credit card details.  Also refer to our security details.
 

I want to return my order. What do I do?

If you are not 100% satisfied, you can return it for a full refund within 28 days of purchase. Please return any items using the packaging we used to send it to you if it is still serviceable. If not please use a similar grade of packaging to ensure safe delivery to us. Returns must be in original, undamaged condition and in the state you received them. Please include a note stating clearly your name, address, date of purchase and reason for return, and whether you would like a replacement or a refund. The cost of returning the product is borne by you. 
 

What do you charge for shipping?

Airmail shipping is FREE within New Zealand for all items, and FREE worldwide for most items!  Unfortunately we are no longer able to ship our ceramic products outside of New Zealand and Australia due to high costs of shipping and risk of breakages.How will my item be shipped?

If you are in New Zealand your order will be sent via Post Haste Couriers.  

If you are outside New Zealand the most economical form of shipping is via New Zealand Post.  New Zealand Post has an airmail service and an International Courier Service which can deliver a parcel more quickly (for a higher cost).  If you are ordering ceramics or large glass items you must use the Courier service as this is the safest way of getting your order to you.

Check out our Delivery and Shipping page for more information.

How long will my parcel take to arrive?

If you live in New Zealand you should receive your order in 1-5 working days.  If you need a product urgently please let us know in the 'comments' section of the order form and we will take special care to get it away to you quickly.


Orders outside New Zealand take between 4 and 10 working days by airmail depending on how far away from New Zealand you are.  More urgent orders can be sent by Courier at extra cost (see above).

If you do not receive your order within 14 days (New Zealand) or 21 days (elsewhere in the world) and we haven't notified you of any delay please let us know immediately.

What forms of payment do you accept?

We accept Visa, Mastercard, PayPal and internet direct credit (this last form of payment is for New Zealand only).

Do you back order items?

Yes, we do record back orders on request if we are able to re-order the item. Please contact us for an estimate of how long your order will take or for further information:  back order query
 

Do you have a "lay-by" facility?

Yes, please contact us to arrange this. We require an up front deposit to secure the items and they can be paid off with regular payments and will be shipped when the full payment is received.

Do you have a printed catalogue?

No, our catalogue is on-line only due to the fact that we are constantly updating and adding to our product lines.
 

Can you source an item for me?

Please enquire! We don't carry stock of every item in every range and there may well be another product or design within a range that we can order for you on request.
 

I don't like ordering on-line.  Can I place my order with a live human being?

Of course you can.  Give us a call or text on (+64) 021 0404 834.   Overseas customers please check what the time is in New Zealand so you can ring during business hours.