Help
Delivery
IS IT POSSIBLE TO SHIP THE ORDER ABROAD?
IS IT POSSIBLE TO SHIP THE ORDER ABROAD?
Within individual stores, we offer shipping:
www.dreamroots.pl - within Poland
www.dreamroots.sk - within Slovakia
www.dreamroots.cz - within the Czech Republic
www.dreamroots.de - within Germany
HOW CAN I TRACK MY PACKAGE?
HOW CAN I TRACK MY PACKAGE?
You can track the shipment on the carrier's website. Once we ship your order, you will receive an email from us with a confirmation and the shipment tracking number. At the same time, you will also start receiving information from the carrier that a shipment sent by Dreamroots Sp. z o.o. is on its way to you. The carrier will provide a link to track the shipment.
HOW CAN I CHECK IF MY ORDER HAS BEEN SHIPPED?
HOW CAN I CHECK IF MY ORDER HAS BEEN SHIPPED?
After placing your order, you will receive a confirmation email from us. If you are a registered user, you can also check the status of your order in your customer account under the Orders tab.
IS THERE A FREE SHIPPING OPTION?
IS THERE A FREE SHIPPING OPTION?
We do not offer free delivery.
HOW LONG IS THE DELIVERY TIME?
HOW LONG IS THE DELIVERY TIME?
The products we offer are produced (printed, sewn, etc.) by us after receiving and paying for the order. Therefore, the order processing time is about 4-5 business days from payment + delivery time (usually 24-48 hours on business days).
IS THERE AN OPTION FOR PERSONAL PICKUP?
IS THERE AN OPTION FOR PERSONAL PICKUP?
We do not offer the option to pick up orders in person.
WHAT DELIVERY METHODS ARE AVAILABLE?
WHAT DELIVERY METHODS ARE AVAILABLE?
The primary delivery method is courier shipment. Small-sized products can also be ordered for InPost parcel lockers.
Discount codes and promotions
MY DISCOUNT CODE IS NOT WORKING, WHAT SHOULD I DO?
MY DISCOUNT CODE IS NOT WORKING, WHAT SHOULD I DO?
Make sure that:
- you enter the correct code - watch out for typos, extra spaces, uppercase letters
- the code applies to the items in your cart
- the code is valid at the time you are trying to use it.
Then contact us by email at kontakt@dreamroots.pl and describe the problem. We will try to resolve it as soon as possible.
WHERE TO ENTER THE DISCOUNT CODE?
WHERE TO ENTER THE DISCOUNT CODE?
The field to enter the discount code can be found by going to the cart page and at checkout when finalizing the order.
CAN I USE MULTIPLE DISCOUNT CODES AT THE SAME TIME?
CAN I USE MULTIPLE DISCOUNT CODES AT THE SAME TIME?
Discount codes cannot be combined. You can enter only one discount code per order.
HOW LONG IS THE DISCOUNT CODE VALID?
HOW LONG IS THE DISCOUNT CODE VALID?
Discount codes appear in the store as part of promotional campaigns and are visible on the store page, where a timer counting down the time until the code expires is also available. Discount codes are also published on our social media (FB and IG).
HOW TO GET A DISCOUNT CODE?
HOW TO GET A DISCOUNT CODE?
Current discount codes are publicly available on our social media (FB and IG) and on the store website.
Account
WHAT INFORMATION CAN YOU FIND IN YOUR ACCOUNT?
WHAT INFORMATION CAN YOU FIND IN YOUR ACCOUNT?
You have access to current and past orders in your account.
HOW TO DELETE AN ACCOUNT?
HOW TO DELETE AN ACCOUNT?
Use the account deletion option available after logging in.
I DON'T REMEMBER THE PASSWORD, WHAT NOW?
I DON'T REMEMBER THE PASSWORD, WHAT NOW?
Use the password reminder option available at login.
DO I NEED TO CREATE AN ACCOUNT TO PLACE AN ORDER?
DO I NEED TO CREATE AN ACCOUNT TO PLACE AN ORDER?
No, you can place an order without registering an account. Just provide a valid email address.
HOW TO CREATE AN ACCOUNT?
HOW TO CREATE AN ACCOUNT?
You can create an account by clicking the login/register icon at the top of the page or by creating one during checkout by selecting the appropriate box in the cart.
Complaints
HOW LONG DOES IT TAKE TO PROCESS A COMPLAINT?
HOW LONG DOES IT TAKE TO PROCESS A COMPLAINT?
The complaint processing time is a maximum of 30 days, but we strive to do it promptly.
HOW TO FILE A COMPLAINT?
HOW TO FILE A COMPLAINT?
Contact us by email: dreamroots@dreamroots.com In the subject line, write: complaint + order number. Describe in the email what the complaint is about, document the damages, and attach photos to the message.
WHAT TO DO IF THE PACKAGE IS DAMAGED?
WHAT TO DO IF THE PACKAGE IS DAMAGED?
If you receive an order in damaged packaging (torn, open), record a damage report with the courier and contact us.
If the courier left the shipment in your absence and the package is damaged—take photos of the packaging damage, contact the courier company to file a damage report, and then contact us to submit a claim.
If the packaging is intact but the product inside is damaged, take photos of the damage and contact us by email at: dreamroots@dreamroots.com, including in the subject line: claim + your order number. We will address your case promptly.
WHAT TO DO IF I RECEIVED AN INCOMPLETE ORDER OR A WRONG PRODUCT?
WHAT TO DO IF I RECEIVED AN INCOMPLETE ORDER OR A WRONG PRODUCT?
If you received an incomplete order or the wrong product, please contact us by email at dreamroots@dreamroots.com. Provide your order number and describe the situation. We strive to ensure that the order you receive is fulfilled correctly, but sometimes mistakes happen, and we apologize for that.
MY ORDER HAS NOT ARRIVED, WHAT SHOULD I DO?
MY ORDER HAS NOT ARRIVED, WHAT SHOULD I DO?
If you have received a notification that your order has been shipped and you have a tracking number, please contact the carrier or check the carrier’s website to see where your package is.
If you have not received a shipping notification and the shipping deadline has passed, please contact us by email at dreamroots@dreamroots.com and provide your order number. We will check what happened.
Order
HOW TO PLACE AN ORDER?
HOW TO PLACE AN ORDER?
Orders can be placed through the online store. After adding the selected products to the cart, complete the transaction by filling in the required fields and following the displayed instructions.
CAN I PLACE AN ORDER WITHOUT CREATING AN ACCOUNT?
CAN I PLACE AN ORDER WITHOUT CREATING AN ACCOUNT?
Yes. Creating an account is not a requirement to place an order.
HOW TO PLACE A WHOLESALE ORDER?
HOW TO PLACE A WHOLESALE ORDER?
Contact us by email at b2b@dreamroots.pl and we will respond as soon as possible.
CAN I MAKE CHANGES TO AN ORDER I HAVE PLACED?
CAN I MAKE CHANGES TO AN ORDER I HAVE PLACED?
If the order does not contain a personalized product and has not yet been packed and shipped, it is possible to make changes to it. If you want to change your order, please contact us immediately by email at dreamroots@dreamroots.com. Provide your order number and describe the situation. Until you receive confirmation from our staff that the order has been changed, it will be processed in its original form.
CAN I CANCEL AN ORDER AND HOW?
CAN I CANCEL AN ORDER AND HOW?
Yes, you can cancel your order up until it is packed and shipped. After that, you can use the return procedure.
To cancel an order, log into your customer account and cancel the selected order.
If you did not create a customer account when purchasing, contact us immediately by email at dreamroots@dreamroots.com. Provide your order number and describe the situation. Until you receive confirmation from our staff that the order has been canceled, it will be processed as originally placed.
HOW TO CHECK PREVIOUS ORDERS?
HOW TO CHECK PREVIOUS ORDERS?
Checking previous orders is only possible through a customer account. To create one, click the Log In/Register link at the top of the page.
CAN I PLACE AN ORDER BY EMAIL?
CAN I PLACE AN ORDER BY EMAIL?
You can place an order by email if you want to make a wholesale order, need a visualization, etc. In other cases, orders are accepted only through the online store.
CAN I PLACE AN ORDER BY PHONE?
CAN I PLACE AN ORDER BY PHONE?
We do not offer this option.
Returns and exchanges
IS IT POSSIBLE TO EXCHANGE THE PRODUCT?
IS IT POSSIBLE TO EXCHANGE THE PRODUCT?
Yes. Only non-personalized goods are eligible for exchange. Please contact us by email (dreamroots@dreamroots.com) to discuss the details – due to the nature of some products (their large size), we arrange a convenient form of exchange.
HOW CAN I RETURN A PRODUCT?
HOW CAN I RETURN A PRODUCT?
To make a return:
1. Carefully pack the product you are returning and include the order number/invoice with the shipment. Without this, we cannot identify the sender of the package.
2. Send the package back to us promptly (no later than 14 days after receiving the shipment) to the address:
Dreamroots Group Sp. z o.o.
Dębowiec 748
38-220 Dębowiec
HOW MUCH TIME DO I HAVE TO RETURN?
HOW MUCH TIME DO I HAVE TO RETURN?
When making a purchase online as a Consumer or a Privileged Entrepreneur, you can withdraw from the concluded contract within 14 calendar days without giving any reason. You just need to submit an appropriate statement before the 14 days expire from the date of receiving the shipment.
HOW TO PREPARE A RETURN PACKAGE?
HOW TO PREPARE A RETURN PACKAGE?
Pack the item preferably in its original packaging and make sure it does not get damaged or destroyed during return shipping. If you do not have the original packaging, pay special attention to properly and securely packing the item.
WHAT AMOUNT WILL I RECEIVE AS A REFUND?
WHAT AMOUNT WILL I RECEIVE AS A REFUND?
If the returned item arrives in an undamaged condition (without signs of use), the Customer is entitled to a 100% refund of the product value.
However, if the product shows signs of use beyond normal inspection (such as what would be possible in a physical store), the seller has the right to appropriately reduce the refund amount due to the loss of product value.
Regarding delivery costs:
In accordance with regulations, we refund the cost of the cheapest delivery method available in our offer at the time the order was placed.
WHO PAYS FOR THE RETURN SHIPPING?
WHO PAYS FOR THE RETURN SHIPPING?
The cost of returning the goods to the seller is borne by the buyer, and the amount of the incurred costs does not affect the refund amount.
According to regulations, we refund the cost of the cheapest delivery method available in our offer at the time the order was placed.
We do not accept cash on delivery shipments.
WHEN WILL I RECEIVE A REFUND?
WHEN WILL I RECEIVE A REFUND?
The refund will be processed within 14 days of receiving the return shipment.
CAN A PERSONALIZED PRODUCT BE RETURNED OR EXCHANGED?
CAN A PERSONALIZED PRODUCT BE RETURNED OR EXCHANGED?
There is no possibility to return or exchange custom-made (personalized) products. Please make your purchases carefully.
Payments
CAN I PAY IN INSTALLMENTS?
CAN I PAY IN INSTALLMENTS?
As part of payments via Przelewy24.pl, you can choose installment payments for purchases over 300 zł.
WILL I RECEIVE A RECEIPT OR AN INVOICE?
WILL I RECEIVE A RECEIPT OR AN INVOICE?
After completing the order, a VAT invoice will be sent to the email address provided in the order.
WHAT PAYMENT METHODS ARE AVAILABLE IN THE DREAMROOTS STORE?
WHAT PAYMENT METHODS ARE AVAILABLE IN THE DREAMROOTS STORE?
At Dreamroots Group Sp. z o.o. stores, we offer fast payments via Przelewy24.pl. With these payments, you can use, among others:
- online and traditional bank transfers
- BLIK
- installment payments
- card payments (including Apple Pay and Google Pay)