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FAQ

Shipping & Delivery

How is shipping fees calculated?


International Shipping costs are normally calculated based on the volumetric weight. This means that the prevailing shipping rate will apply on whichever is highest between the volume (LxWxH) and total weight of the product including its packaging. For local deliveries (Mauritius), the shipping is calculated based on the rates applicable by our delivery partners. *There may be minimal handling fees applicable on certain orders.




Do you offer international shipping?


We offer international shipping on most of our products. Some bulky items cannot unfortunately be shipped abroad and may need to be sent in spare parts (not assembled). We will clearly mention in the product description if an item cannot be shipped or if it can be shipped unassembled. We provide the following shipping options for international orders: - DHL Express (3-4 working days at most to all countries) - Tracking Number available - EMS Courrier (15-20 working days to most countries in Europe, America, Asia) - Tracking Number Available - First Class Small Packets which is the traditional postage service (15-30 working days to most countries) - No Tracking Number for the customer - We will however receive notice of delivery if requested from the Post Office. - Second Class Small Packets which is the traditional postage service (15-30 working days to most countries) - No Tracking Number *We can also request for shipping quotes from other service providers like FedEx/TNT, UPS, IOL etc upon your request.




When will i receive my order?


Delivery time will vary based on your order specificities. We typically process most orders within 4-5 business days. Some personalised products may take up to 20 business days to manufacture. Home Delivery and postage is normally scheduled on Thursday afternoons.




Do you offer Home Delivery Services in Mauritius?


Yes, we do offer Home Delivery Services on working days (during normal business hours) on all our products. The Home Delivery fees will be based on the package size/weight and your location. We may either deliver the products ourselves or proceed through one of our delivery partners. You will be advised beforehand on the delivery date and time.




Why have i not yet received my order?


We try our best to process and deliver orders on time as per our policy. However it may happen that some orders are being delayed or delivered late due to external factors that are beyond our control. These may include factors like force-majeure, delays caused by disruption in delivery time from service providers, adverse weather conditions, pandemics and others. We will inform our customers if ever there are forseen delays in delivering orders and propose alternative solutions wherever possible.




Can you ship a product which will be offered as a gift?


If nicely asked, we can pack your order in a complementary gift wrapping accompanied by a small wishing card. Please send us a note when proceeding to checkout if you need a gift wrap and specify your wish/text. As a matter of convenience, we will not attach any invoice with the package if you request for a gift wrapping, unless otherwise specified.





Orders & Payment

How to order online on www.fancydreams.mu?


To successfully order from our website, please follow the steps below: 1. Create an account by following the on-screen instructions on how to sign-up (you may receive a confirmation email to validate your request) 2. Choose the products you want to order and add them to your cart 3. Proceed to checkout when you are done shopping 4. Review your order details and choose your preferred payment method (Juice MCB or Internet Banking for Mauritian Customers and Credit Card/Paypal for International Orders) 5. Check your email for order confirmation and progress on processing/shipping IMPORTANT: Please carefully read all descriptions and ensure you have enterred correct personal & shipping details before proceeding with an order. Any possible errors or mishap on your side may cause delays in processing and delivery. We shall be responsible if the wrong product has been shipped due to negligence on your side.




Which payment methods do you accept?


Local Orders (Mauritius & Rodrigues): - Juice by MCB - Internet Banking - Cash on Delivery (for specific products and services only) - Cash Deposits through any ATM - Bank Transfer International Orders: - Paypal (Paypal also accepts major credit card companies) - Credit Card (Visa & Mastercard) through DPO secure payment gateway *We are working on adding other payment options for international customers.




How long does it take to process an order?


Processing time depends on the products that you are purchasing. Most products are processed within a maximum of 4-5 business days once payment has been effected. Personalised orders may occassionally take additional time depending on your personalisation request, quantity ordered and approval of designs on your side where applicable. Manufacturing of some products like personalised cake boxes may take up to 20 business days for complex models, so please plan in advance to avoid unnecessary inconvenience. If you are unsure about the processing time of a specific product, please reach out to us before ordering. We will calculate and advise on the processing time.




What i am looking for is Out of Stock! Can you help?


We keep track of our inventory on a regular basis to avoid products running out of stock. In the event that the product you are looking for ran out of stock, kindly reach out to us so we can look into and advise accordingly.




Do you provide wholesale prices for resellers?


We work with several other resellers in the creative industry. We offer wholesale prices for resellers and partners buying in bulk. Our wholesale prices are defined in 2 categories: - Corporate rates - discounted rates for general retailers and event planners - Industrial rates - for bulk orders ONLY If you are entitled to special rates, you will automatically be added to our loyalty programme. You will then be able to enjoy special discounts when shopping with us.




Do you provide Dropshipping for international customers?


We can accept request for dropshipping services on our products on a case to case basis. If your application is successful, you will be provided with all marketing materials (including but not limited to digital artworks, marketing ads, product pictures & details as well as special dropshipping rates). Dropshipping is ONLY available to resellers outside of Mauritius. To apply, kindly send us your contact details at [email protected] (Subject: Dropship Your Products) and we will get back to you with all required information.





Affiliates & Adverts

Can i register my business under your Affiliate Programme?


Yes, registration is free! Please email us at [email protected] (subject: Affiliate Programme) for more information.




Can i advertise my services on your website?


We have defined specific advertisement spots on our website for the purpose of promoting local businesses in the event/entertainment sector. Please email us on [email protected] (Subject: Advertising Request) for more information regarding details and prevailing Ads rates.




Do you provide insights on Ads?


We have enabled cookies and tracking tools on our website to provide us with useful information on the impact and success of Ads. We can share, upon request, insights like the number of impressions, unique views, and unique clicks on each Ad. No personal customer details, order history or payment details will be shared or sold to advertisers.





Returns & Refund

Do you offer returns on orders?


We maintain a high level of supervision throughout all the processes from order to delivery. However, if ever it happens that defective products are shipped, we encourage you to contact us and request for a Return and Exchange of the product. If you are unhappy with your purchase following the delivery of defective products, we will unconditionally refund the full amount paid for the defective items. Please contact us within 14 days from receiving the product to notify us of your intention to claim for returns or refunds provided you are eligible for same.




The product received does not match the product description!


If it happens that you've received products that do not match the description, it may be due to an accidental swap with another order. Please contact us if you've received the wrong products. We will either propose to ship the correct products without any additional costs or refund the total amount paid.




Can i get a full refund of my order as i do not like the product?


We encourage all our customers to carefully read the product descriptions and check the different product pictures available before purchasing. We cannot proceed with a refund if you have not taken particular attention to the information provided on the product description section and have subsequently made the wrong purchase decision.




My event has been cancelled! Can i request for a refund?


Unfortunately we cannot entertain requests for refunds following the cancellation of events. It is the customer's responsibility to ensure that they are fully aware of potential risks regarding their events and that they are entitled to place orders in their full knowledge and consent.




I made a mistake while entering my personalisation details! Can you help?


We cannot exchange or refund personalised or custom-made products due to their specific nature. Kindly double check (and spell check) all your personalisation details before ordering to avoid grammatical mistakes or typo-errors being reflected onto your product. We may however understand the embarassing situation that you may find yourself in if ever the wrong details have been provided for a personalised or custom-made product (wrong name/date, typo error, spelling mistakes in texts etc). We can, under our sole discretion, propose a discount as a commercial gesture if you wish to reorder the same product with the corrected information.




My event is over and i still haven't received my order! Can you refund me?


We strongly advise you to check our shipping and delivery policy as well as available delivery options at checkout. Please ensure you pick the right delivery service which corresponds to your time frame. If you require your order within a short time frame, kindly opt for Express delivery services which commit to deliver within 3-4 working days after order has been processed. We cannot refund orders due to delays in delivery services caused by third-party providers which are beyond our control.





Privacy Policy

Do you share or sell my personal information to third-parties?


Never! Personal customer details, order history or payment details will not be shared or sold to advertisers or any third party except if required by law enforcement agencies. Also, all your data are encrypted and securely stored on multiple servers around the world.





Sales & Coupons

Do you offer gift cards?


We do offer gift cards. Please contact us at [email protected] for more info on how to purchase and use them.




Can i be notified on Sales and new products?


Yes! Please subscribe to our newsletter to receive promotional offers and discount coupons from time to time. Never miss an ongoing sale or promo code ever, by subscribing to our emailing list.




Do you offer membership points on orders?


We are currently unable to offer membership points on orders automatically, via our website. We are updating membership points manually and will notify you once you reach the miminum eligible membership points for redeemable discounts.





Products & Services

Do you personalise products?


Yes we do. Most of our products can be personalised to your taste and color. Some products can be fully personalised whilst others partially, at pre-defined areas.




I am looking for one of your products but cannot find it online! Can you help?


Definitely. We endeavor to add as many products on the online store with new items are being uploaded every week. If there's any specific product that you need but cannot find here, kindly send us a message and we will get back to you.




Are your products locally manufactured?


About 95% of what we sell are designed and manufactured in Mauritius. The remaining 5% or so are sourced from reputable suppliers around the world.




Which services do you offer?


We specialise in the following: - Custom-made Cake & Favor Boxes - Personalised Cake & Cupcake Toppers - Wedding Invitation Cards - Digital Invitaiton E-Cards (for email/whatsapp distribution) - Wedding Deco - Corporate Gifts - Personalised Deco Items - Printing Services (digital, offset & foil) - Stickers, roll-up banners, flex printing, backdrops, large format printing etc) - Personalised Party Supply deco - Laser Cutting & Engraving Services - Others




Can a product be custom-made as per my preferences?


We accept custom-made request for many products. We can design and manufacture boxes, paper products, toppers, signages, deco, wood crafts and other products as per your requirement (but obviously within reasonable limits).
There may be a M.O.Q (Minimum Order Quantity) applicable on certain items due to high customisation costs. Prices for each item will be calculated individually and communicated to you via a formal quotation.




Is it possible to receive a digital proof for the personalised product that i've ordered?


Sure. Please add a note during checkout if you wish to have digital proof sent to you for validation. Once we receive your order, we can send you a digital proof of the designs with your texts and details on the product before proceeding with production. If we do not get any feedback or approval regardig the artwork within 2-3 working days, we shall proceed with production as per our proposal.





OUR OFFICE

32 Bis, Mayer Street

11407, Port-Louis

Mauritius

Phone: +230 5481 8888

Email:  [email protected]

OPENING HOURS

Mon - Fri: 9.30am - 4.30pm
​​Saturday: On Appointment ONLY
​Sunday & Public Holidays: Closed

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