Frequently Asked Questions
Can I arrange to view a product?
Dream of Italy is an established e-commerce business. We pride ourselves on excellent, personal service whether you live thousands of miles away or whether you are local.
If you wish to physically view a product and you are in Auckland contact us
and to arrange a time to view. If this is not possible we can send you a video
of the product you are interested in.
What if my order is damaged?
We take a great deal of care to package our products in such a way as to minimize the risk of damage in transit. However, should this occur, a replacement item will be shipped if this is available. If a replacement item is not available, then a back order can be raised, a credit can be made against another product or a full refund for the item will be provided.
If your order is damaged or does not arrive, please notify us within 21 days of the order being placed.
Is it safe to order using my credit card?
Shopping at Dream of Italy using your credit card is safe. Our site is protected by SSL encryption technology. We do not keep a record of your credit card details. Also refer to our security details
I want to return my order. What do I do?
If you are not 100% satisfied, you can return it for a full refund within 28 days of purchase. Please return any items using the packaging we used to send it to you if it is still serviceable. If not please use a similar grade of packaging to ensure safe delivery to us. Returns must be in original, undamaged condition and in the state you received them. Please include a note stating clearly your name, address, date of purchase and reason for return, and whether you would like a replacement or a refund. The cost of returning the product is borne by you.
Do you ship to countries other than New Zealand?
Certainly. We ship all over the world. Our customers often comment that they can order more economically and easily from us than from Italy itself or from within their own country!
What do you charge for shipping?
Airmail shipping is FREE within New Zealand for all items, and FREE worldwide for most items! If you are ordering particularly heavy or large items (e.g. ceramics or large Murano Glass items) and live outside of New Zealand please contact us for a shipping quote prior to placing your order as there may be an additional shipping cost.
How will my item be shipped?
If you are in New Zealand your order will be sent via Fastway Couriers. They do require a signature on receipt, but if you are happy for the parcel to be left, for example if you're not going to be home, you can leave a note addressed to Fastway Couriers authorising this and letting them know a safe place for the parcel to be left.
If you are outside New Zealand the most economical form of shipping is via New Zealand Post. New Zealand Post has an airmail service and an International Courier Service which can deliver a parcel more quickly (for a higher cost). If you are ordering ceramics or large glass items you must use the Courier service as this is the safest way of getting your order to you.
Check out our Delivery and Shipping page
for more information.
How long will my parcel take to arrive?
If you live in New Zealand you should receive your order in 1-5 working days. If you need a product urgently please let us know in the 'comments' section of the order form and we will take special care to get it away to you quickly.
Orders outside New Zealand take between 4 and 10 working days by airmail depending on how far away from New Zealand you are. More urgent orders can be sent by Courier at extra cost (see above).
If you do not receive your order within 14 days (New Zealand) or 21 days (elsewhere in the world) and we haven't notified you of any delay please let us know immediately.
What forms of payment do you accept?
We accept Visa, Mastercard, PayPal and internet direct credit (this last form of payment is for New Zealand only).
Do you back order items?
Yes, we do record back orders on request if we are able to re-order the item. Please contact us for an estimate of how long your order will take or for further information: back order query
Do you have a "lay-by" facility?
Yes, please contact us
to arrange this. We require an up front deposit to secure the items and they can be paid off with regular payments and will be shipped when the full payment is received.
Do you have a printed catalogue?
No, our catalogue is on-line
only due to the fact that we are constantly updating and adding to our product lines.
Can you source an item for me?
! We don't carry stock of every item in every range and there may well be another product or design within a range that we can order for you on request.
I don't like ordering on-line. Can I place my order with a live human being?
Of course you can. Give us a call on +64 9 834 0290. Overseas customers please check what the time is in New Zealand
so you can ring during business hours. Your call can be answered directly every day between 10am and 4.30pm New Zealand time, otherwise please leave a message and we will return your call.