Frequently Asked Questions
PLEASE NOTE OUR OFFICE IS CLOSED NOVEMBER 1ST – 5TH AS WE MOVE TO AMERICA! ALL ITEMS BOUGHT IN MOVING SALE ARE NOT ELIGIBLE FOR RETURNS.
HOW DOES BREXIT IMPACT MY ORDER?
PLEASE NOTE – we are still very happily shipping to Europe with the same service as before, though now customs and VAT will be incurred. We are working hard to calculate this but changing regulations means it’s quite hard to do so at the moment so please write us if you are a European customer.
You may be required to provide additional information to DHL when your order arrives. This varies per country/region and will be updated regularly. We suggest checking with your local country rules before placing an order as we are unable to calculate exact customs fees due to the changing nature of this!
Greece – Your local tax ID must match the name on your passport
Italy – Fiscal ID code is needed for orders over 150 EUR. Please note, leather goods may take slightly longer to clear Customs
Germany – If your return is over 1,000 EUR, please contact Customer Care for assistance
Portugal – National Tax ID and proof of purchase will be requested
Spain – Fiscal tax ID and proof of purchase for purchases over 150 EUR
SHIPPING TO THE UNITED STATES – NO DUTY UNDER $800!
Up to $800 in goods will be duty-free
Any additional amount, up to $1,000, in goods will be dutiable at a flat rate (3%).
ARE THERE EXCEPTIONS WITH SHIPPING DURING THE TIMES OF COVID 19?
We are still shipping as normal, though with many less hands on deck. We have one person going in daily to the studio to process orders and that person securely hands them over to a DHL representative with no middle man. We are making sure that safety and the well being of all people is considered with our orders. We are thrilled to process our own orders and not be reliant on a warehouse where we wouldn’t have as much control. Delivery times are still the same – five days within the U.K., and between six to seven days for rest of world.
WHAT IS THE RETURN POLICY DURING THE TIMES OF COVID 19?
During the time of Coronavirus, we have extended our return times to be 30 days from purchase in order to help make it easier and less stressful to process a return. We want to make sure our customers have the time to make a safe and considered return. Do write us with any questions, otherwise you can items back to us as normal and we will process refunds within two working days.
IS MY PERSONAL INFORMATION KEPT PRIVATE?
WHAT PAYMENT METHODS DOES Rêve En Vert ACCEPT AND IS IT SAFE TO USE MY CREDIT CARD ONLINE?
We accept Visa, MasterCard and American Express credit and debit cards. You can also choose to pay with PayPal. All payments are processed through a secure checkout system provided by Sagepay. We also accept payments through Clearpay, which allows you to pay in instalments.
HOW CAN I TRACK MY ORDER?
Once your order has been dispatched, you will receive an email containing your air waybill number to track your package. This will come directly from DHL or UPS Carbon Neutral Shipping.
CAN I RETURN LINGERIE AND SWIMWEAR?
We do not accept returns on panties, but bras can be return within 3o days. With swimwear, it can be returned as long as all protective labels are still in place.
WHY ARE SOME ITEMS MARKED AS FINAL SALE?
During our sale clearance, products are final sale and cannot be returned or exchanged.
WHY ARE SOME ITEMS UNABLE TO BE SHIPPED TO DIFFERENT COUNTRIES?
This applies to fragrance, nail polish and aerosols due to transport restrictions. It should say on each item if unable to be shipped outside of the U.K.