In the event you wish to cancel your order, please contact us. Once the cancellation request has been done, we will notify you via email.

If we are unable to process the requested cancellation immediately, usually because the package has already been shipped, we will contact our courier to have the package returned to our warehouse.

Within 2-3 business days of receiving your order, we will process it, issue a full refund to your account if it was prepaid, and notify you via email.

Once an order is submitted, we are unable to change the ordered products or the quantity selected. In this situation, we suggest you contact us and cancel the incorrect order.

Thereafter, we recommend you place a new order for your desired item(s) on our website at your own convenience.

If you wish to change your delivery address, please contact us and we will do our best to assist you in this matter.

In case we cannot change the address anymore, usually because the package has already been shipped, we will need to contact our courier to request a change of delivery address.

When requesting for an address change, we need the following the following information:
First and Last Name
Street name and Number
Postcode and Suburb
Country
Phone Number

Kindly note that this process may delay the delivery time; Dreame is not responsible for any delay in delivery due to an address change requested by the customer.

Once your order is successfully submitted, the warehouse then processes your order the following business day. It is then picked, packed, and dispatched. Once it is on its way to you, you will receive an email notification containing your tracking information, along with an estimated delivery date from our partner courier, New Zealand Post.

Please note that the standard delivery time of 2-5 business days are estimates and may vary depending on circumstances like distance, public holidays, and any other external factors outside of Dreame's, and courier’s, control. Packages are not shipped nor delivered on weekends and public holidays and may vary due to external factors outside of Dreame's and our courier’s control.

While we always strive to have our orders delivered on time, we acknowledge that the unforeseeable is inevitable. External factors outside of Dreame's and courier’s control, such as extreme weather conditions and technical failures, are bound to occasionally cause delays, and we ask for your patience and understanding when they do.

Additionally, please note that during promotional campaigns, delivery times may be longer than usual.

Feel free to contact us if you have any questions about your order's status. Alternatively, if you already have a tracking number, please feel free to check the status via the New Zealand Post Website.

If you receive your package and it is not what you ordered, please contact us immediately and provide us with the following:

Picture of the item(s) you received together with the delivery note (Please make sure that the details are clear and visible) If a cordless stick vacuum was ordered, please provide a clear picture of the product.
If a robot vacuum was ordered, please provide a clear picture of the product.
We will do our best to assist you further.

In addition to the outer packaging, our products are additionally equipped with an internal protective film. If the package is damaged, open it to see if the product is damaged. If it is not damaged, you can still use it. If the product is damaged, please contact our customer service by sending an email to customercare@dreame.co.nz within 48 hours after receiving the product, and our customer service will reply your email within 24hrs.

Within 1-2 working days after placing a successfully placed your order, you’ll receive a tracking number from our courier. If you have not received your New Zealand Post Tracking Number, please contact us and we will look into this for you immediately.

If you haven’t received your order and you have a tracking number, we urge you to contact New Zealand Post in the first instance. New Zealand Post will have more accurate information regarding the status of the delivery.

From Where Are Your Products Shipped?How Do I Track My Order?

All orders to New Zealand are shipped from our Auckland warehouse.

Within 1-2 business days of placing your order, you will receive a tracking number via email from our courier partner NZ Post containing your package’s tracking information.

If you place your order during the weekend or a public holiday, your order will be sent out during the next working day, so you can allow additional days to receive your tracking details.

To track your package, simply enter your tracking number on NZ Post´s official website.