Frequenty Asked Questions

My Account

How do I update my personal details?

You can edit your personal details under "My Personal Information" which can be located under My Account.

How do I reset or change my password?

To change your password, simply click on “Forgot Your Password?” and enter the email address used during registration. Simply follow the steps and a new password will be issued to you.

If you wish to change your new password, you may do so under “My Personal Information”. Simply key in your current password for verification followed by your new password into the fields provided and save your updated information.

How can I update my billing or shipping address?

Address updates can be done easily under "My Address". For address updates, click on the "update" button and edit accordingly.

Can I have more than one shipping address?

Yes you may have multiple shipping addresses saved under your account. To add new shipping address, simply "Add a new address" under "My Address" and save your updated information. During checkout, you may click on the dropdown box provided under the Address section and select accordingly.

Payment

What are the available payment modes?

Payments via Visa, Mastercard and Paypal are accepted.

What currency are the prices stated in?

All product prices are stated in Singapore Dollars (SGD) and we only accept payments made in Singapore Dollars. 

Can I amend or cancel my order after confirmation?

We are unable to make amendments or cancel your orders after confirmation.

What if I am not able to complete my payment?

Should we fail to confirm your payment 24 hours after placing your orders, it will be cancelled automatically. If you experience any difficulties during payment, please contact us at info@diconcierge.com and we will get in touch with you as soon as possible.

Shopping

Do I need an account to place my order?

Yes you will need to register an account before placing your orders. Registering an account is quick and you will be able to start shopping after a few simple steps.

What if the product is out-of-stock?

We are sorry if you could not get hold of the products you were after. You may drop us a note to indicate the products you are interested in at info@diconcierge.com and we will get in touch with you when they are available.

Do you have a product counter where I can try the products before purchasing?

Yes we do. However, our product counter is currently available in Singapore only. Our dr. dream products are used at Dream Aesthetics & Plastic Surgery Clinic located at the following address. You may visit the clinic to try the products before making your online purchase.

290 Orchard Road
Paragon Tower 1
#17-03/04
Singapore 238859

Is there a professional who can provide me with advice if I am unsure which products are right for me?

Yes, we do have professionals available to advise you. You can choose between and online consultation or a face-to-face chat with our consultants at Dream Aesthetic & Plastic Surgery, located at:

290 Orchard Road
Paragon Tower 1
#17-03/04
Singapore 238859

Do you have a product counter where I can try the products before purchasing?

Yes we do. dr. dream products are used at Dream Aesthetics & Plastic Surgery Clinic located at the following address. You may visit the clinic to try the products before making your online purchase.

290 Orchard Road
Paragon Tower 1
#17-03/04
Singapore 238859

Refunds & Exchanges

What if the products in my parcel do not match my order?

We only accept returns and exchanges if the products delivered do not match your receipt. For cases such as these, please retain a proof of postage and contact us here. When your enquiry is processed, we will arrange for our courier service to pick up the parcel from you. All courier fees related to the return and exchange of products in this case will be borne by us.

Click here for more information on our return policies.

Can I drop off the products meant for exchange?

If you have issues with your delivery, please contact us at info@diconcierge.com and we will respond to you as soon as possible. You may track the delivery of your parcel under your “Order Status”.

Will I be able to collect the items for exchange at your local office?

Yes, we are able to process product exchanges immediately if there are stock available for collection. If the products are not available, we will courier them to you at a later date.

Can I opt for a refund for my purchases?

In order to ensure that our customers receive their orders brand new, we do not allow refunds for all purchases. Refunds are only permitted in cases of system fault such as an accidental incident of double charging or if payment is made for an item that is no longer in stock.

Can I return or exchange a product I bought during sales?

Products bought during a sale or with a promo code are not valid for refunds or exchanges.

Shipping

Which countries does dr. dream ship to?

We work with DHL for our international deliveries and they do deliver parcels to most parts of the world.

How much does it cost to ship to my address?

Local Deliveries

All local deliveries are arranged via Singapore Post. Delivery fees are calculated based on the total product weight which includes the product(s) in your order as well as protective packing materials. The delivery fees will be automatically calculated and reflected in your Shopping Cart. Complimentary shipping will be extended to local orders above S$200.

International Deliveries

We engage DHL for all international deliveries. You will be subjected to the mailing rates stated by DHL, excluding import taxes, duties or any other fees related to international delivery. The delivery fees will be automatically calculated and reflected in your shopping cart. Complimentary shipping to delivery addresses outside of Singapore will be extended to orders above S$500.

Do I still need to pay tax for my orders?

All international deliveries are subjected to import taxes, custom duties or other related fees imposed by your respective countries.

What delivery options do I have?

Local Deliveries - All parcels are delivered to your local address via Singpost Local Registered Delivery.

International Deliveries - All parcels are delivered to your international addresses via DHL Express.

When can I expect to receive my package?

Local Delivery
Upon dispatch, local deliveries generally take between 2 to 5 working days to reach your delivery address. 

International Delivery
International deliveries take between 5 to 10 working days to reach your delivery address. Please note that local customs processes are not within our control, hence this timeline is only an estimate.

How do I track my order?

You can track your order’s delivery status under your Order History.

What happens if I am not present at the time of delivery?

Local Deliveries
If you fail to receive your parcel at the time of delivery, a delivery advice will be issued to you. The parcel will be deposited at a designated post office for 10 working days from the date of delivery attempt and you may collect it during that period of time. Do bring along your NRIC for identification during collection.

Who should I contact if I encounter any problems with my delivery?

Should you encounter any issues with your delivery, please contact us at info@diconcierge.com. You may also track the delivery of your parcel under your Order Status.


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