Shipping

Every Dionne Rêve piece is prepared with care in our Mexico City atelier before making its way to you.

We know waiting for something special is part of the excitement, so here’s everything you need to know about your order, from our hands to yours.

When will my order ship?

In-stock pieces are prepared and ready to ship within 5–7 business days.

Made-to-order pieces are handcrafted especially for you and ship within 10–15 business days.

If a piece has a different production time, you’ll always find it clearly noted on its product page.

Please note that processing times refer to the time we need to prepare or create your piece before shipment and do not include weekends, holidays, or transit time.

Once your order is on its way, we’ll send you a confirmation email with tracking details so you can follow it from our atelier to your door.

You can also check the status of your order at any time through our Track My Order page or contact us at customerservice@dionnereve.com

Need your piece by a specific date?

If you’re ordering for a birthday, anniversary, trip, or another special moment, feel free to contact us before placing your order. We’ll be happy to let you know what may be possible.

Worldwide Shipping

We ship worldwide from Mexico City via FedEx or DHL to almost any destination.

Complimentary worldwide shipping is available on orders over $5,000 MXN.

For orders below this amount, shipping rates — along with any available shipping promotions — will be shown at checkout before you complete your purchase.

All orders include tracking so you can follow your shipment once it leaves our atelier.

International Orders

We love seeing Dionne Rêve pieces make their way around the world.

For most destinations, applicable duties, taxes, and customs fees are included whenever possible as part of the shipping service available at checkout, so there are fewer surprises when your piece arrives.

In some destinations, however, local customs authorities may determine that additional duties, taxes, or import charges apply. These charges are determined independently by the destination country and, when applicable, may be the responsibility of the recipient.

If you’re unsure about shipping to your country, please reach out before placing your order. We’ll be happy to help you review the available shipping options.

Need to update your address?

If you notice anything that needs to be changed after placing your order, contact us as soon as possible and we’ll do our best to update it before your piece ships.

Once a package has already been handed over to the carrier, we may no longer be able to modify the delivery address.

Please double-check your shipping information before completing your order to help us make sure your piece reaches you safely.

If something isn’t right with your order

We carefully inspect every piece before it leaves our atelier, but if something doesn’t look right when your order arrives, please let us know. We’ll be happy to review it with you.

Please contact us within 5 days of delivery and include:

• Your order number

• Photos of the outside of the shipping package

• Photos of the interior packaging

• Clear photos of the piece and the issue you noticed

Once we receive this information, we’ll review the situation case by case and get back to you with the appropriate next steps.

If the issue is related to a manufacturing defect, we’ll gladly review how we can make it right.

If your order appears to have been damaged, lost, or mishandled during transit, we’ll help you begin a claim with FedEx or DHL and provide the information required by the carrier. Because shipping carriers operate independently from Dionne Rêve, their investigation and resolution timelines are outside of our direct control — but we’ll be here to help you through the process.

Please keep all original packaging until the situation has been reviewed, as the carrier may require photographs or additional evidence for a claim.

Tracking & Delivery

Once your order ships, you’ll receive your tracking information by email.

You can also follow your order anytime through our Track My Order page.

Carrier delivery dates are estimates and may occasionally be affected by customs processing, weather, local holidays, or other circumstances outside of our control.

If your tracking hasn’t updated or something seems unusual, just send us a message and we’ll be happy to take a look with you.

Pick-up 

Pick-up option is available during checkout. Collect your order at our Mexico City studio located in Roma Norte. Due to the handmade nature of our items, orders are usually ready in 5-10 business days. We'll send you an email offering you the available date/time of your pickup.

Questions?

If you have any questions about production times, shipping, your destination, or an order you’re considering, we’re always happy to help.

Contact us at sales@dionnereve.com.

ereve.com. You can also check the status of your order here.