Last updated: 5 July 2026
Find answers to the most common questions about ordering, delivery, returns, privacy, and more. If you do not see your question here, please contact us at info@dreo.live.
1. Ordering
Q: How do I place an order?
Simply browse our products, add items to your cart, and proceed to checkout. Follow the on-screen instructions to enter your delivery and payment details. You will receive an order confirmation email shortly after placing your order.
Q: Can I change or cancel my order?
Yes, you can change or cancel your order before it is dispatched. Please contact us as soon as possible at info@dreo.live or call +1 (609) 234-3420 (US) or +44 7365 878954 (UK). Once your order has been shipped, we may not be able to make changes.
Q: When will my payment be taken?
Payment is taken at the time you place your order. Your card will be charged immediately upon order confirmation at checkout.
Q: What payment methods do you accept?
We accept Visa, Mastercard, American Express, Discover, and Diners Club. All payments are processed securely.
Q: Why is there a pending charge on my card?
When you place an order, we may temporarily authorise your payment method to verify your card. This pending hold will typically drop off within a few business days. The actual charge will be captured once your order is confirmed and ready for dispatch.
2. Delivery
Q: Where do you deliver?
We deliver to all 50 US states and Washington D.C. We do not deliver to PO Boxes, APO/FPO/DPO addresses, or US territories.
Q: How much does delivery cost?
Delivery is free on all orders, with no minimum order requirement.
Q: How long does delivery take?
We process orders in 1–2 business days, and delivery takes 3–5 business days. Your total delivery time is 4–7 business days.
Q: What are "business days"?
Business days are Monday to Friday, excluding US federal holidays.
Q: What carriers do you use?
We work with USPS, UPS, and FedEx. You will receive a tracking number once your order has been dispatched.
Q: My order hasn't arrived. What should I do?
If your order is late, please contact us at info@dreo.live or +1 (609) 234-3420. We consider a parcel lost if it has not arrived within 7 business days after the expected delivery date. If confirmed lost, we will offer a full refund or free replacement.
Q: My tracking says "delivered" but I haven't received my parcel. What now?
Please check with neighbours and any safe places around your property. If you still cannot find your parcel, contact us and we will investigate with the carrier.
Q: What happens if I refuse delivery of my order?
If you refuse delivery, the package will be returned to us. Please contact us first to arrange a return — if we receive a refused package without prior communication, we will process it as a standard return and deduct any return shipping costs incurred (if applicable) from your refund.
Q: What happens if you cannot ship my order on time?
In compliance with the FTC Mail Order Rule, if we cannot ship your order within the promised time, we will notify you promptly, provide a revised shipping date, and offer you the choice to consent to the delay or cancel for a full refund.
3. Returns & Refunds
Q: Can I return my order?
Yes. We offer a simple 30-day return policy. If you are not satisfied with your purchase, you can return it within 30 days of receipt for a full refund.
Q: Who pays for return shipping?
We offer free returns within the United States. We will provide a prepaid return label.
Q: What condition do items need to be in?
Items must be in their original packaging with all accessories included. They should be handled only as you would in a physical shop — reasonable inspection is allowed.
Q: How long does a refund take?
We process refunds within 2 business days of receiving your return. Please allow 5–10 business days for the refund to appear in your account.
Q: Can I get store credit or an exchange instead of a refund?
Yes, upon request we may offer store credit or an exchange as an alternative to a refund.
Q: What items cannot be returned?
Custom-made items, personalised products, perishable goods, hygiene-sealed items with broken seals, and digital content that has been downloaded cannot be returned (unless faulty).
Q: What if my item is faulty or damaged?
Please contact us immediately at info@dreo.live or +1 (609) 234-3420. We will arrange a refund, replacement, or repair, at no cost to you.
4. Privacy & Data
Q: Do you sell my personal information?
No, we do not sell your personal information for monetary value. However, we do share certain data (such as browsing behaviour) with advertising partners which may be considered a "sale" or "sharing" under CCPA. You have the right to opt out of this sharing.
Q: How do I opt out of the sale or sharing of my personal information?
You can click the "Do Not Sell or Share My Personal Information" link in our website footer, or you can enable the Global Privacy Control (GPC) signal in your browser. We honour GPC signals as valid opt-out requests.
Q: What are my privacy rights as a California resident?
California residents have the right to know what personal information we collect, request deletion of their data, correct inaccurate information, and opt out of the sale or sharing of their personal information. See our Privacy Policy for full details.
Q: How do you protect my personal data?
We comply with UK GDPR and, for US residents, the CCPA. We use essential cookies to make the website work, and optional cookies only with your consent. All payment data is processed through PCI-DSS compliant gateways.
5. Customer Service
Q: How can I contact you?
You can reach us by email at info@dreo.live or by phone at +1 (609) 234-3420 (US Customer Support) or +44 7365 878954 (UK Corporate Office). Our customer service hours are Monday – Friday, 9:00 AM – 5:00 PM (ET) / 2:00 PM – 10:00 PM (GMT/BST).
Q: How quickly do you respond?
We aim to respond to all enquiries within 1 business day.
Q: Do you have a physical shop?
No, DREO is an online-only retailer. Our administrative headquarters is located in the United Kingdom, and our fulfilment centre is in the United States.
6. General
Q: Is DREO a UK or US business?
DREO is operated as a Sole Trader business established in the United Kingdom, with fulfilment operations based in the United States. We serve customers across all 50 US states.
Q: Do you charge VAT?
No, we are not registered for VAT. Sales tax may apply to US orders based on applicable state laws.
Q: What currency do you use?
All prices are in United States Dollars (USD) .
Q: Do you have a warranty on your products?
Some products may include a manufacturer's warranty — this will be noted on the product page. All products are of satisfactory quality, fit for purpose, and as described, in compliance with applicable consumer laws, including implied warranties under the Magnuson-Moss Warranty Act where applicable.
Q: Do you use cookies?
Yes, we use cookies to improve your browsing experience, analyse traffic, and show relevant ads. You can accept all, reject non-essential, or manage your preferences via our cookie banner.
Q: What if I need a VAT invoice?
As we are not VAT-registered, we cannot issue VAT invoices or VAT receipts.
Q: How can I report suspicious activity on your marketplace?
In compliance with the INFORM Consumers Act, you can report suspicious activity by emailing info@dreo.live with "Suspicious Activity Report" in the subject line, or by calling +1 (609) 234-3420 or +44 7365 878954.