Italiano
EnglishDo you have questions about Oriental Dream?
In this section you will find answers to the most frequently asked questions about orders, shipping, payments, returns, and customer support. We have gathered all the useful information to offer you a simple, safe, and pleasant shopping experience.
If you can’t find what you’re looking for, our customer service team is always happy to help.
Search among frequently asked questions
ORDERS
Has my order been taken in charge?
When the order is assigned to the courier, you will receive an email (and WhatsApp, if active) with the tracking link, expected delivery date and delivery management options.
When will my order be shipped?
Orders placed before 1:00 PM are generally processed on the same day, Monday through Friday. During certain periods (holidays, promotions, high order volume) there may be slight delays.
Where is my order?
You can track the shipment status through the tracking available in your customer area and sent via email/WhatsApp.
I didn't receive the order confirmation email, what should I do?
Please check your spam folder and make sure you entered your email address correctly. If not, please contact us at https://www.orientaldream.it/en/contact-us by selecting "Send a general question."
Can I modify or cancel my order?
It is possible to modify or cancel the order only until the status is "In preparation". After this phase, it is no longer possible to intervene.
Can I modify the cart after the order?
Yes, only before the order enters the preparation phase.
I purchased a product on pre-order: what does it mean?
Pre-order allows you to purchase a product that is temporarily unavailable. You will be informed of the estimated restock times and you can choose to wait, modify the order or cancel it.
Do you make partial shipments for pre-order orders?
No, we do not make partial shipments.
If I cancel a pre-order product, will I be refunded?
Yes, it is possible to request a refund or replacement if you do not wish to wait for restock.
SHIPPING AND DELIVERY
What are the delivery methods and times?
Shipments in Italy generally take place within 24/48/72 hours from the courier's pickup, depending on the area.
Which couriers do you use?
You can select the available courier at checkout.
Which countries do you ship to?
We guarantee delivery to all European Union countries.
What happens if I'm not home at the time of delivery?
The courier will send a communication to schedule a second attempt or to manage the delivery.
Can the courier call me?
Couriers are not required to make phone calls. The surname must be present on the intercom.
Can I modify the delivery address after shipment?
After shipment, any changes can only be managed through the link provided by the courier, if still valid.
My package shows as delivered but I didn't receive it, what should I do?
Contact your chosen courier immediately and then open a support request by clicking "Order Assistance" on the page https://www.orientaldream.it/en/customer-support/
The package is in storage, what should I do?
Open a support request by clicking "Order Assistance" on the page https://www.orientaldream.it/en/customer-support/
What happens if I don't pick up the package?
The package will be returned to the sender. The shipping costs for outbound and return will remain the responsibility of the customer.
RETURNS, DAMAGES AND AFTER-SALES SUPPORT
What is your return policy?
The return is accepted exclusively for intact products, unopened and with intact external film. Any gifts or samples must also be returned. Return costs are the responsibility of the customer. If the order benefited from free shipping, the cost will be deducted from the refund.
If the product meets the following requirements, open a ticket from the page https://www.orientaldream.it/en/customer-support/ by selecting "Withdrawal / change of mind" and follow the instructions in the form.
I received a wrong product, what should I do?
Do not remove the protective film from the product. Open a "New RMA Request" at https://www.orientaldream.it/en/customer-support/ by selecting "Wrong product" and follow the instructions on the form.
A product is missing from my order, what should I do?
Open a "New RMA Request" from the page https://www.orientaldream.it/it/assistenza-clienti/ by selecting "Missing Product" and follow the instructions within the form.
We remind you that order preparation is video recorded.
The product arrived damaged during transport.
Open a "New RMA Request" from the page https://www.orientaldream.it/en/customer-support/ by selecting "Damaged product" and follow the instructions within the form.
The product has a defect.
Open a "New RMA Request" from the page https://www.orientaldream.it/en/customer-support/ by selecting "Defective or non-compliant product" and follow the instructions within the form.
PAYMENTS, ACCOUNT AND SERVICES
Where do I find my invoices?
In your customer area you will find the order history. To request an electronic invoice, after delivery write to support@orientaldream.it indicating the header, PEC and SDI code. The invoice will be transmitted via the Interchange System.
I can't access my account, why?
You might be using an unregistered email or have forgotten your password.
How can I reset my password?
Click on "Forgotten password" and follow the instructions sent by email.
Do you offer gift wrapping?
No, we currently do not provide a gift wrapping service.
Do you sell or offer samples?
We do not sell samples. Any samples are given away randomly and based on availability.
Are welcome discount codes available?
No, they are not currently available.
Are the products original? Why are the prices lower?
All products are original. The sale of counterfeit products is a criminally prosecutable offense. Our prices come from commercial agreements and cost optimization.
Do you have a physical store or wholesale sales?
No, we operate exclusively online and do not make wholesale sales.
How can I choose a perfume similar to one I know?
Use the search function by entering the perfume name or preferred olfactory notes.
What will I receive by subscribing to the newsletter?
You will receive updates on news and selected promotions, without spam.
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