Dream it Made — Complaints Procedure

1 September 2026

Dream it Made is operated by Dream It Made Limited, registered in England and Wales under company number 17430260, with registered office at 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ.

1. How to complain

Email info@dreamitmade.com with:

  • your name and preferred email address;
  • your order number, if relevant;
  • what happened and when;
  • the outcome you would like; and
  • any photographs or documents that reasonably help explain the issue.

We provide support by email only. If a disability or other accessibility need makes the ordinary process difficult, tell us by email and we will consider a reasonable communication adjustment.

2. What happens next

We aim to:

  1. acknowledge the complaint within two working days;
  2. review the order, approved preview, correspondence and relevant provider/carrier information;
  3. ask only for evidence reasonably needed; and
  4. provide a substantive response within ten working days.

If the matter needs more time—for example, because a carrier, manufacturer, payment provider or rights holder must respond—we will explain the reason and give an update date.

3. Product and delivery complaints

For damage, a print fault, a wrong item or missing parcel, please follow the Returns, Refunds and Reprints Policy. Where reasonably possible, report a visible production issue within 30 days. That helps us use supplier claim routes but is not a statutory-rights deadline.

Dream it Made remains responsible for dealing with you. We will not require you to negotiate directly with the print provider.

4. Content and intellectual-property complaints

Rights complaints are handled under the Acceptable Content Policy. We may pause production, preserve limited evidence and contact relevant customers/providers while assessing a good-faith report. Please provide the protected work/right, affected reference, basis of the complaint and your authority where available.

5. Privacy complaints

Mark the email Data protection complaint. We will acknowledge it within 30 days and respond without undue delay. You may also complain to the Information Commissioner’s Office at ico.org.uk.

6. Review and outcome

If you disagree with our first substantive response, reply explaining the point you believe was missed and ask for an owner review. We will re-examine the evidence and give our final internal response.

Possible outcomes include explanation, correction, reprint/replacement, refund, price reduction, removal/restriction of content or another proportionate remedy. The available outcome depends on the facts and your legal rights.

7. ADR and courts

Dream it Made is not currently required to participate in, and has not committed to, a voluntary alternative dispute resolution scheme. We will provide information about any mandatory arrangement that later applies. This does not affect your right to use the courts or another legal remedy.

8. Fair use of the process

We will not disadvantage someone for making a genuine complaint. We may manage communications proportionately if they become threatening, discriminatory, knowingly false, repetitious without new information or abusive, while still preserving legal rights and reasonable accessibility needs.

9. Version

Version 2.1 — 1 September 2026.