Help and contact

Welcome to the Dream Shoes help centre. Here you will find answers to the most common questions about ordering, payments, delivery, returns, and more. If you cannot find the information you are looking for, please use the contact options listed below. We are here to make your shopping experience as smooth as possible.

Orders and account

How do I place an order?
Placing an order on shopdreamshoes.com is simple. Browse our selection, add your desired items to the shopping cart, proceed to checkout, enter your details, select a payment method, and confirm your order. You will receive an order confirmation by email shortly afterwards.

Do I need to create an account to buy?
No, you can also place an order as a guest. However, creating an account allows you to track your orders, view your purchase history, save your address details for faster checkout, and participate in our Dream Shoes Plus benefit program.

How can I change or cancel my order?
Once an order has been submitted, it is processed very quickly. Please contact our customer service team as soon as possible if you need to make changes or cancel. We cannot guarantee that changes can be made once the order has entered the dispatch process.

How can I track my order?
After your order has been dispatched, you will receive an email containing tracking information. You can also log into your account on shopdreamshoes.com and view the status of your order under “My orders”.

Payment

What payment methods are accepted?
We accept various payment methods including credit and debit cards (Visa, MasterCard) and PayPal. All prices on our website are stated in GB Pounds and include the statutory VAT.

When will my payment be taken?
Payment is typically taken at the time your order is placed, or shortly thereafter, depending on your chosen payment method.

Is my payment information secure?
Yes. We use SSL encryption to protect your data during transmission. Your payment details are processed by our trusted payment partners, and we do not store full payment information on our own servers.

Delivery

Who delivers my order?
We work with reliable delivery partners to ensure your order reaches you safely. Delivery is available throughout the United Kingdom. Unfortunately, we do not currently deliver to addresses outside the UK.

How long does delivery take?
Delivery times vary depending on the service selected at checkout. Standard delivery and express options are available. Orders placed before our daily cut-off time are usually dispatched on the same day.

Can I change my delivery address after ordering?
If you need to change your delivery address, please contact our customer service team as soon as possible. Once the order has been dispatched, we may no longer be able to make changes.

Returns and refunds

What is your returns policy?
We want you to be completely satisfied with your purchase. If for any reason you are not happy, you may return eligible items within the timeframe stated in our returns policy (please see the Returns & refunds section for full details).

How do I return an item?
You can return items by using our online returns portal. You will need to include the completed return form with your item(s). Please ensure each returned item is correctly labelled.

Can I exchange an item?
If you wish to exchange an item for a different size or colour, you will need to return the original item and place a new order on shopdreamshoes.com. We do not offer direct exchanges via postal return.

How long does it take to receive a refund?
Once your return has been received at our warehouse, please allow sufficient time for processing. The refund will be issued to your original payment method. You will receive a confirmation email once the refund has been processed.

Customer program (Dream Shoes Plus)

What is Dream Shoes Plus?
When you register an online account on shopdreamshoes.com, you automatically become a member of our Dream Shoes Plus benefit program. Membership is free of charge.

What benefits do I get?
Members enjoy exclusive discounts and promotions, a birthday voucher, price protection (automatic refund of the difference if an item’s price is permanently reduced within 30 days of purchase), and receipt-free returns (using your digital membership card or email address).

How do I cancel my membership?
You can cancel your online shop account, which includes your Dream Shoes Plus membership, at any time via your account settings. Your data will be deleted in accordance with our Privacy Policy.

Privacy and security

How do you use my personal data?
We take your privacy seriously. Please read our full Privacy Policy, which explains what personal data we collect, why we collect it, and how we protect it. We do not sell your personal information to third parties.

Does Dream Shoes use cookies?
Yes. We use cookies to improve your experience on our website, remember your preferences, and analyse site traffic. You can manage your cookie preferences through the cookie settings on our site.

Still need help?

If you have a question that is not answered here, please contact our customer service team. You can reach us through the contact form on our website or via the contact details provided in your order confirmation email. We aim to respond to all enquiries as quickly as possible.

Thank you for shopping at shopdreamshoes.com – your comfort and satisfaction are our priorities.