Faq

So you don’t have any questions during your purchase process, you can find here the answer to all your questions.

Registration

How should I register?

You can register on our website in two ways:

  1. In the upper-right corner of the screen select Sign in/Register and select Register.
  2. Click here.

Enter your email address to create a new account. When you create your account, you will be redirected to your customer area, where you can fill in your personal data, add billing and shipping address, manage your list of favorite products and have access to your orders. Your password will be automatically sent to the email address you sent. We suggest that you change the word-pass to one of your choice and not share it with anyone.

How do I sign in to my account?

If you have already registered on our website, to log into your account you just have to log in.

  1. Select Sign in/register in the upper-right corner of the screen or click here.
  2. Enter your access details, i.e. your username or email address and password.

Before you click Sign In, select remember my data. This way, your session is stored on your device and you won’t need to log in the next time you visit our website.

I forgot my password, what now?

With so many passwords and access codes, it’s normal to forget some. No problem! We’ll help you recover your password quickly and easily.

  1. Click the Enter /Register option in the upper right corner. Click Forgot password?, or click here.
  2. Enter the username or email address associated with your account.
  3. Go to your mailbox, open the email we sent, and click the Link Click here to change your password. If you can’t find the email in your inbox, be sure to check the junk mail and/or spam folder.
  4. Enter your new password and click the Save button.

My Account

How do I change my customer data?

It’s very easy, just follow these steps:

  1. Enter your customer area by clicking on the Enter /Register option in the upper right corner of the screen or click here.
  2. When you sign in to your customer area, select the Account Details option.
  3. On this page you can change your name, last name, and current password.

Once you’ve finished your changes, click Save Changes.

How do I change my password?

It’s very easy, just follow these steps:

  1. Enter your customer area by clicking on the Enter /Register option in the upper right corner of the screen or click here.
  2. When you sign in to your customer area, select the Account Details option.
  3. On this page you can change your current password.

Once you’ve finished your changes, click Save Changes.

How do I add or change my billing or shipping address?

It’s very easy, just follow these steps:

  1. Enter your customer area by clicking on the Enter /Register option in the upper right corner of the screen or click here.
  2. When entering your customer area, select the Address option.
  3. On this page you can add or change your billing address and shipping address. You can only have 1 billing or shipping address. In order to send your orders to another address or receive invoice in another taxpayer number, you should change your details at the time of placing the order.

Once you’ve finished your changes, click Save Address.

How do I associate or change my taxpayer number?

It’s very easy, just follow these steps:

  1. Enter your customer area by clicking on the Enter /Register option in the upper right corner of the screen or click here.
  2. When entering your customer area, select the Address option.
  3. To associate your taxpayer number, select the Billing Address and enter your details. You can only have 1 billing address. In order to receive your invoice with another taxpayer number, you should change your details at the time of placing the order.

Once you’ve finished your changes, click Save Address.

How can I check my orders?

It’s very easy, just follow these steps:

  1. Enter your customer area by clicking on the Enter /Register option in the upper right corner of the screen or click here.
  2. When entering your customer area, select the Orders option.
  3. On this page you will have access to the list of all orders you have placed, ordered downwards. You can quickly see the order number, status, date and total. You can learn more information by clicking on the order number or the View button. On the order page you can see the list of products ordered, the payment method selected the discount, if applicable, total order and associated shipping and billing address.
  4. The order may have one of these states:
    • Payment Pending – Order made, but payment is pending (payment not made). In this case the customer can cancel or make payment through their customer area.
    • Failed – The order was not placed because the payment was declined or approval is pending by the customer. In this case the customer can cancel or make payment through their customer area.
    • Awaits payment confirmation – Order placed, but the confirmation that the payment has entered our account is pending. Payments by bank transfer can take up to 3 business days to process;
    • In processing – Order made and payment was made successfully. The order is being prepared to be shipped.
    • Completed – Order was sent to the customer’s shipping address.
    • Cancelled – Order has been cancelled by the customer or website administrator.
    • Refunded – The order amount has been refunded in full.
What are favorite products?

In your customer area you can find the Favorites option, which has been implemented to make it easy for you to build your custom products you are most interested in. To access your favorites list, just follow these steps:

  1. Enter your customer area by clicking on the Enter /Register option in the upper right corner of the screen or click here.
  2. When you sign in to your customer area, select the Favorites option.
  3. If you’ve already added products to your favorites list, the products will be listed here. You can add the products to your shopping cart or remove them from the favorites list.

Purchase Process

Do I have to be registered to make a purchase?

You don’t need to create an account to place an order, but you’ll have the option to create a user account automatically when you complete your order.

How do I place my first order?

Is this the first time you’re going to place an order through our store? The process is much simpler and more intuitive than it may seem.

  1. Browse and find the products on our website
    • On the homepage of the website you can find the products in campaign, our suggestions and featured categories. If you want to explore these opportunities, you can select each of the options and discover products from each.
    • When you already know perfectly what you want to order you can find the products in two ways:
      • Filter products by category;
      • Use the search bar located at the top of the page. When you enter the product name, reference, or product code, search results are automatically displayed. Given this automatic display of results, you can select the product you are looking for right away. You can also select the search icon again or click the Enter teak to move to a more extensive results presentation page, where you can refine your search through filters and list sorting.
  2. Add the products to the cart
    • Each time you click on a product, you enter its product page. This is the page where you see all available product information. From photography, to the price per kilogram and unit, as well as other product information.
    • To add a product unit to your cart, simply click the Add button. If you need more than one unit of the same product, you can adjust the total number of units you want to add to the cart and click the Add button.
    • When you click the add button, a sidebar with the contents of your cart will appear. In this area you can change the number of products or remove products from the cart. From this area you can proceed with your order and Check Out Purchases or View Cart. The same sidebar appears when you click the cart icon at the top right of the website.
      • Clicking the View Cart button will go to the shopping cart page, where you can see the list of products in your shopping cart. On this page you can modify the number of products, delete them from your cart, apply a discount coupon code, and calculate shipping costs based on your locality and zip code. You can take this time to check if you’ve added all products and click Checkout.
      • On the Checkout page, you can enter your billing and shipping details, add some personalized message to your order, and finalize your order by selecting one of the available payment methods. If you already have an account created on the website, you can log in by clicking click here to log in. When you log in, the system will fill in your data automatically. If you don’t already have an account, you can choose create an account option to create a new account automatically. Where applicable, you may have the free shipping option that will be selected automatically. To finalize your order, you must accept the terms and conditions of the store and click the Finalize Order button.
  3. And it is already, as you can see by the message on the website and the confirmation email, your order is placed and is being prepared for shipment.
I have a promotional code, how do I use it?

Promotional codes can be applied on the cart page or on the checkout page.

  • On the shopping cart page, you have the option to apply the discount coupon immediately after the list with the products in the cart. Just enter the promo code in the field and click the Apply Coupon button. If the promo code has been successfully applied, a success message will be displayed and your discount will appear in the Total table in the Cart.
  • On the checkout page, to enter the promotional code, you will need to click on the link Click here and enter your discount coupon code. When you click on the link, the field to enter the promotional code will appear and it remains only to enter the promotional code in the field and click the Apply Coupon button. If the promo code has been successfully applied, a success message will be displayed and your discount will appear in the Your Order table.

Both on the cart page and on the checkout page, you have the option to delete the discount from the promotional code and use it in another purchase.

Please note that some promotional codes cannot be applied in conjunction with products that are already on sale. In this case the discount of the promotional code will apply only to products that are not on sale. If you only have products on sale in your shopping cart, these promotional codes will not be accepted.

Some promotional codes may not apply in conjunction with other promotional codes. In this case the last promo code you entered will be applied.

If you need to enter more than one promotional code, both codes must accept use in conjunction with other codes and discounts. Otherwise, the system will accept only one of the codes. If you need help with applying your promo code, please contact us.

Can I cancel an order?

Yes, it is possible to cancel an order through your customer area if you have not yet made the payment of the same. If you want to cancel an order that has already been paid for, please contact us. To cancel an order, follow these steps:

  1. Select Sign in/register in the upper-right corner of the screen or click here to log in.
  2. Enter your access details, i.e. your username or email address and password.
  3. Select the Orders option.
  4. If your order status is “Failed” or “Payment Pending”, just click the Cancel button. If the Cancel button is not visible, you should contact us and request the cancellation of your order.

Deliveries

What are iDream delivery areas?

We deliver to the Algarve region. When you add your address, the system calculates and displays the delivery options we have available. Where applicable, you will see the free delivery option, which will be selected automatically by the system.

What are iDream delivery times?

We deliver within working hours between 09 and 18h. If you would like to receive your order at a different time, please contact us.

Do you guarantee that my order will be delivered on time?

Our commitment is to ensure that your order is delivered as soon as possible. In the event of any unforeseen events, we will contact you as soon as possible.

What happens if I'm not at home to receive the order?

If you are unavailable to receive your order, you should contact us to schedule a new delivery date. If you do not contact us, your order is cancelled after 48hours.

To set a new date for the delivery of your order, please contact us by phone (+351) 289 401 030 or via the contact form available on our contact page.

Can I change my delivery address?

If you want to change your delivery address, we recommend that you do so before you start building your shopping cart. However, you may also indicate a different shipping address at the time of checkout.

Before adding products to the cart

  1. Select Sign in/register in the upper-right corner of the screen or click here to log in.
  2. Enter your access details, i.e. your username or email address and password.
  3. Select the Addresses option.
  4. Choose the Add or Edit option next to the Shipping Address.
  5. Enter the address and click Save Changes.

At the time of checkout

  1. If you want to change your delivery address, you can also do so at the time of order completion, just click on the Send to a different address option?

Please note that changing the address may affect the cost and availability of the shipment, which will be calculated automatically based on the new address you enter.

How do they package and transport products?

We take very good care of your products.

All products that come out of our stores to your home are packed in boxes of resistant material and identified with the reference of your order.

Refrigerated or frozen products are packed in isothermal bags and stored in cold chests. Orders are transported in vehicles with equipment that ensure shading or appropriate refrigeration units ensuring that no temperature variations have occurred.

All purchases are delivered in plastic bags and, at the time of delivery, our driver asks you the best place to leave your delivery at the address you have indicated.

We use our distribution services to place the products in your home, however, it may be necessary to use transport companies or delivery partners to ensure deliveries of orders while ensuring all quality standards.

Can I pick up the order in your store?

Yes, when you make the purchase you can choose by picking up the order in our store.

In order to be able to deliver your order, we need you to provide us with your order number and one of the data of the user who placed the order. The data we request may be the name, email address, phone number, or contributor. We may also ask you to provide us with proof as you made the payment of the order or request payment at the time of delivery.

Payment

How is payment and order confirmation processed?

Making payment on our website is very simple and can be done through various payment methods.

At the time of completion of your purchase, below the total of your order you will find the payment options we have available to you.

  1. Choose your payment method;
  2. To continue with the payment, confirm that you accept the store terms and conditions and click the Finalize Order button;
  3. Follow the instructions to complete the payment of your order.
What are the existing payment methods and how do they work?

Payments can be made in different ways:

Online Payment Methods

  • Visa or Mastercard Credit Card – To make payment by Credit Card follow the following steps:
    1. Select the credit card payment method;
    2. Enter your credit card details and click Finish the Order.
  • PayPal – To make payment through PayPal follow the following steps:
    1. Select the payment method PayPal and click Pay with PayPal;
    2. In the new window that will appear, log in to your PayPal;
    3. Check the total amount that will be charged, it has to be equal to the total amount of the order;
    4. Select your payment method, account balance, PayPal or the credit card that is associated with your PayPal account and click the Pay Now button;
    5. If the payment was made successfully, you will be automatically redirected to the order confirmation page and you will receive an email notification as you successfully placed the order.
  • MB Way – Service available only to customers of Portuguese banks with the MB Way App installed and configured. To make payment through MB Way follow the following steps:
    1. Select the MB Way payment method;
    2. Enter your mobile phone number and click Finish your Order;
    3. Approve payment in your bank’s MB Way App or App;
    4. Wait for payment confirmation;
    5. If the payment was made successfully, you will be redirected to your order confirmation page.
  • ATM – Service available only to customers of Portuguese banks. To make payment through MB Way follow the following steps:
    1. Select the ATM payment method and click Finish the Order;
    2. The system will generate and present the entity and the reference for payment;
    3. Make payment at any ATM or through your Home Banking service. If you made the payment at an ATM, keep the receipt issued as the payment confirmation.
    4. As soon as the system processes your payment, you will receive an email confirming that your order is in process.
  • Payshop – To pay through Payshop follow the following steps:
    1. Select the Payshop payment method and click Finish your Order;
    2. The system will generate and display the reference for payment. Write it down or print it;
    3. Go to a CTT/Payshop payment point;
    4. Indicate the reference for payment you obtained when finalizing your order;
    5. Make the payment and keep the proof;
    6. As soon as the system processes your payment, you will receive an email confirming that your order is in process.

Offline Payment Methods

  • Payment by Bank Transfer – To make payment via Bank Transfer follow the following steps:
    1. Select the payment method by bank transfer and click Finish the Order;
    2. Make the bank transfer to the account indicated on the page and in the email you will receive. Indicate the order number as a transfer reference;
    3. As soon as we confirm the entry of value to our account we will put your order into processing. You will receive an email notification informing you that your order is being prepared.
  • Payment in our store – You can pay for your order by going to our store. You can pay in cash or with your debit card through an ATM terminal.
How does discount assignment work?

Whenever you make your purchases, if a product is on sale, it will be indicated with the product. By definition, discounts work as follows:

  • Discounts do not accrue with other discounts such as promotional codes;
    • For example, if you have 2 products in your cart, one has a discount and the other does not, the promotional code will be applied only to the product that has no discount.
  • You can only use 1 discount codes at the same time.
    • For example, if you have 2 discount codes, when you activate the second code, the first one is void.
  • You can only accumulate the discount code along with another promotion or other code when it is indicated.

If you have a discount code and have questions about its use, please contact us.

How am I sure they received my order?

Right after your order has been placed, we will send you an email with your confirmation. Check every time you received it. If you’re not finding the email, remember to check your junk and/or spam mailboxes as well.

You can also check all the information about the order in your customer area.

  1. Enter your customer area by clicking on the Enter /Register option in the upper right corner of the screen or click here.
  2. When entering your customer area, select the Orders option.
How do I add or change my billing data?

At the time of checkout, you will find a field where you can enter your information and billing data associated with the order.

You can also set your billing address by managing addresses in the Addresses option for your customer area:

  1. Select Sign in/register in the upper-right corner of the screen or click here to log in.
  2. Enter your access details, i.e. your username or email address and password.
  3. Select the Addresses option.
  4. Choose the Add or Edit option next to the Billing Address.
  5. Enter the address and click Save Changes.
How do I receive the invoice?

The invoice is delivered along with your order. You can request a second route of the invoice. To request the second route of the invoice, please contact us indicating your order number.

Exchanges and Returns

How can I return a product?

At the time you receive your order at home, you can immediately return to our driver any product you have not been satisfied with. You can also return the product in our store.

If you would like to request the collection at home, you can contact us using the form available on the contact page, referring to this question.

How do I receive a refund for the return of my product?

If the order was placed through ATM, MB Way or by bank transfer, the refund amount will be transferred to your personal account if you share your IBAN.

If the payment was made through another method, it is through that same method that the refund will be made.

Do I have a damaged product, how do I proceed?

If you identify that it is damaged at the reception of your product, you can return it to the store or request the collection from home within 15 days of receipt, subject to the conditions of the Return Policy under the terms and conditions.

  • If you choose to return to the store, bring and present the product in question and its invoice.
  • If you choose to request the collection of the item from the home, you should contact us and request the collection of a damaged item. We suggest that you take photos of the product and damage, where applicable, to help answer the questions we will ask you.

Other questions and information

How can I contact iDream?

You can contact us by the following means:

  • Contact Page: Send us your comments or suggestions in an easy and fast way. We undertake to reply to you as soon as possible and we will contact you within a maximum of 5 days. Open the contact page
  • Phone: (+351) 289 401 030
  • Email: ajuda@idream.pt
  • Mail: Rua Assis Esperança Nº5, 8100-543 Loulé

All your comments and/or suggestions are important to us.

What should I do if I have a problem with my order?

If you’re experiencing a problem running the iDream online store, in order to help you solve this problem, we’ll need some data to help us figure out how we can help.

Data such as the device you use and the operating system of the device, such as the email you use to log in, and some detail about the problem you are experiencing. This data will help us solve your problem more quickly.

What is the security and privacy of payment in the iDream online store?

The entire operation of selecting the means of payment to be used and entering the data inherent in the order payment process is properly protected.

All information is encrypted and managed with the most advanced security tools, being only accessed by iDream.