Should you have any question not covered in this FAQ, feel free to contact us via email at firstname.lastname@example.org
How do I place an order?
After deciding the product(s), quantity, size(s) & shipping method, simply click the “Add to Cart” Button that can be found at the bottom of each the product description then proceed to Check Out. If you are buying multiple products, click the Cart icon at the upper right corner of your screen to proceed to Check Out.
What are your Payment Methods?
We accept credit cards (Visa, Master Card, American Express, and Discover), and PayPal.
Where are your items shipped from?
Orders are shipped from our warehouses in Spain. As our items are stored in several warehouses, your order may be shipped in separate packages.
Can I change my shipping address?
If you need to make any changes to your shipping address, please contact our Customer Service within 24 hours of placing the order.
Please ensure that all the information you have provided is correct before submitting your order to prevent losses in the mail or other mishaps from happening.
NOTE: To all customers that provided a different shipping address than their permanent address, we will not be responsible for lost or undelivered parcels and/or if you moved out of the address you provided us.
- To all UAE customers, please provide your PO Box or Zip code during checkout to avoid delays in processing and shipping of your orders.
- Customs, Postal Services & Us (Dreaming Elephants) are different entities hence we are not liable for any delays caused by customs or local post services.
How long do I wait until my order is sent out?
Our handling time takes 3-5 business days. This means that your order(s) will generally be sent out within this period.
When will I receive my items after I place an order?
The duration depends on the shipping method and the destination country. Delays may occur due to Holidays and/or any unforeseen events such as flood or typhoon. Please do note as well that customs inspections can be a factor during shipment. Our Standard Shipping typically takes 2-6 weeks and depending on how fast customs in your country processes the package.
How do I know if my items have been shipped or not?
When your items have been dispatched, we will send a notification email to your registered email address.
How do I track my order?
Tracking numbers are often included in your shipping confirmation email. Depending on the size of the order, you will be provided with a tracking number or not. Alternatively, you may use below links to track down your parcel(s).
- https://www.usps.com/ (for US customers only)
For further assistance, please contact our Customer Service.
I tracked down my order and the status says Return to Sender, what should I do?
In the event that the parcels were returned to us, please contact us immediately so we can arrange to send you a replacement. For UAE / HK customers, please ensure to provide your PO Box or Zip Code (whichever is available) so your local post office can deliver your order(s) to your mailbox or doorstep.
The tracking site says Delivered but I haven’t received my order yet.
Please note that we provide a tracking number to most customer. It is customer’s responsibility to track down their orders. Kindly contact your local post office if the parcel arrived at your destination country. Please contact our Customer Service for further assistance. We are not responsible for any stolen packages.