SHIPPING POLICY
*COVID-PANDEMIC*
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Due to the prevailing outbreak of COVID-19 around the world, delivery services are facing major difficulties in operating at a normal pace in many countries. This comes as a direct result of several borders being closed with limited or non-availability of commercial flights. Subsequently, all international buyers are kindly informed of the potential delay in delivery services and are currently only able to opt for DHL Express delivery services when purchasing from us. We shall make available the normal EMS postage service once the situation gets back to normal. In the meantime, if you experience delays in delivery of your pacel via DHL Express, please get in touch with us by email at [email protected]!
In the event that you still haven't received your order 30 days after payment has been received, we shall either proceed with a full refund of the amount paid or ship a replacement order - upon your agreement.
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SHIPPING POLICY
Once you place an online order via our website (www.fancydreams.mu), we commit to deliver the order within 5 to 20 business days for local depending on the nature of the order. Small orders are typically delivered faster than large, personalised or custom-made requests.
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Should any product that you have purchased be out of stock, we will as soon as possible inform you by email or telephone and either propose an alternative product as replacement or a full refund of the product value should the company be in possession of the payment.
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To ensure safe delivery, the Customer must properly fill the delivery address, the mobile number and any specific instructions in the fields provided online.
Our Sales Team will contact you directly to notify you when the delivery of your order shall take place or to schedule delivery at a date and time that suit both parties.
For product(s) ordered that need to be delivered by external delivery partners or suppliers, Fancy Dreams Co Ltd shall request the full payment of the order prior to the delivery being done by the external partner or supplier.
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In the event that you notice a change in your availability with respect to receiving your order, you must call Fancy Dreams Co Ltd on +230 5481 8888 to notify the Delivery Team as soon as you reasonably can. If it so happens that you failed to notify any change in availability and did not reschedule the delivery date and time at least 24 hours in advance, we may request an additional delivery fee if the order has already been despatched and needs to be sent out again.
To avoid possible fraud or theft, you may be asked to present your identification document (National ID or Passport) to our Delivery Staff or Delivery Partners before taking possession of your order. Failing to do so may result in your order not being delivered.
You must ensure and check that the product delivered is the right one and reflects your order details. A sales invoice indicating the total amount paid will also be provided to you upon delivery, by the delivery person.
You will have to sign a Delivery Note acknowledging delivery of the products and need to check and ensure that all products are delivered in their original package. For any issue regarding the delivered product, please inform us immediately by calling on +230 5481 8888 or by emailing us at [email protected]
Once a product has been delivered to a customer, Fancy Dreams Co. Ltd will not grant any refund. So it is the responsability of the customer to ensure that the product is in good condition and meets his or her expectation at the moment of delivery as no refund or exchange will be allowed once delivery has been done.
Once delivery has been made, we will not be liable for any breakages, nonconformity or shortages of the products ordered.
Cancellation of Order & Refund Policy
For the purchase of products, you may cancel your order within 24 hours following the purchase by calling us on +230 5481 8888. We cannot accept cancellation of orders marked as Urgent or which require Express delivery or same day delivery. Cancellation of orders also do not apply for personalised and custom-made products.
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For cancelled orders, you will be asked to provide the Order Confirmation Number when calling us on +230 5481 8888 for processing of the cancellation. Fancy Dreams Co. Ltd shall endeavor to reverse any effected payment back to your bank card account. For each cancelled order, you may be charged a fee of 5% on the purchase amount, depending on the nature of the order and at our sole discretion.
Goods once sold are not exchangeable and non-refundable unless defective in nature.
Returns & Refunds Policy
Returns may be considered upon delivery by Fancy Dreams Co. Ltd and subject to the following conditions:
- The product delivered does not meet the customers expectations.
- If the Customer notes that the product ordered is damaged at the time of delivery.
- If an out of box failure is noted for the particular product upon testing at time of delivery.
- If there is a mismatch between the product ordered and the delivered one.
- For the conditions mentioned above:
- The Customer must not accept delivery and must immeidiately rerun the product(s) to Fancy Dreams Co. Ltd Delivery Staff.
- The Customer understands that the second delivery depends on stock availability, and where stock is available, the product will be delivered to the Customer within 5 Business Days.
After delivery, you must notify Fancy Dreams Co Ltd as soon as reasonably possible once you become aware of any defect in the operation of a product by calling on +230 5481 8888. Any request for return will be considered solely based on the warranty conditions attached to the product, where applicable, including the following conditions:
- You must bring the defective product to Fancy Dreams Co Ltd Head Office located at 32 Mayer Street Port-Louis, together with the valid Warranty Certificate where applicable.
- You agree neither to, nor allow any other party to modify or tamper the product. Any evidence of tamper will be tantamount to material breach by You and Fancy Dreams Co. Ltd shall have no obligation to accept back the product.
- You must present the Sales Invoice, and/or the Transaction Receipt and identification details (National ID or Passport).
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