Custom Orders Policy

Every Dream With Reem order is made specifically for you. Please review the following before confirming your order.

1. Order Confirmation & Payment

Full payment (100%) is required to confirm your order.

No digital mockups, design preparation, embroidery digitising, sampling or production work will begin until payment has been received and your order has been confirmed.

Production will begin once all required order details, items and approvals have been received.

2. Mockups & Design Approval

Where applicable, a digital mockup will be shared after your order has been confirmed and before production begins.

Mockups are intended to confirm the design, wording, placement and overall layout. Customers are responsible for checking all details carefully before approval, including spelling, names, dates, colours and positioning.

Once the final mockup has been approved and production has begun, changes may no longer be possible.

3. Design Revisions

For artwork or designs created by Dream With Reem, your order includes up to 3 reasonable mockup revisions.

Significant redesigns, new concepts or additional revisions may incur an additional design fee, which will be confirmed before proceeding.

4. Customer-Supplied Artwork

Artwork supplied by the customer should be provided in the best available quality.

Where artwork requires substantial recreation, redrawing, clean-up or preparation before it can be produced, an additional artwork fee may apply.

By supplying artwork, logos, photographs or other material, you confirm that you have permission to use and reproduce it.

Embroidery digitising files, stitch files and other technical production files are not included in your order and are not provided to customers, even where digitising or setup fees have been paid. Further details are provided in our Terms of Service.

5. Bring Your Own Items

Selected items can be supplied by you for printing, embroidery or engraving.

We assess suitability where appropriate; however, different fabrics, materials, coatings and finishes can react differently during customisation.

By requesting customisation of an item you provide, you acknowledge that certain risks are inherent to the process.

All customer-supplied items are subject to our Client-Supplied Items Policy, which explains suitability, handling, production risks and responsibility for damage.

6. Samples & Bulk Orders

Samples are chargeable.

Where agreed in advance, if a sample is approved and followed by a qualifying bulk order, the sample may be credited or repriced according to the confirmed bulk-order arrangement.

Bulk pricing, minimum quantities, production times and sample arrangements are confirmed individually for each project.

7. Production Time

Standard production is generally 2–4 working days.

Certain specialised, framed, complex or larger-volume orders may require additional time. Where this applies, the expected production timeframe will be confirmed with your order.

Priority production may be available for an additional fee and is subject to studio capacity.

Production timelines begin once payment, required items, artwork and final approvals have been received.

Production and delivery are separate stages. Please refer to our Shipping Policy for delivery options, charges and estimated timelines.

8. Customisation Variations

Custom work is produced individually rather than by mass production.

Minor variations in colour, placement, sizing, thread, print or engraving appearance may occur depending on the material, product and customisation process.

Reasonable variations inherent to the agreed customisation process are not necessarily defects. This does not affect your rights where an item is defective or materially differs from the approved specifications.

9. Changes & Cancellations

Because every order is produced specifically for you, changes or cancellations cannot be guaranteed after an order has been confirmed.

Once production has begun, cancellations, returns, exchanges and refunds due to a change of mind are generally not available.

Cancellation requests made before physical production begins will be assessed individually, taking into account any design preparation, digitising, sampling or other work already completed and costs incurred, in accordance with our Returns & Refunds Policy and applicable UAE law.

Collection and delivery fees are non-refundable once the relevant service has been arranged or carried out, except where a refund is required by applicable law.

Orders requiring customer approval, confirmation or additional information will remain on hold until this is received. If we are unable to obtain the required response after following up, we may cancel the order and assess any applicable refund in accordance with our Returns & Refunds Policy and UAE law.

10. Production Errors

If we make a production error and the finished item does not match the approved specifications, or you identify a manufacturing defect, please contact us as soon as reasonably possible with clear photographs where available and your order details.

We will review the issue and arrange an appropriate resolution, which may include correction, repair, replacement or refund in accordance with applicable law.

11. Collection & Delivery

Confirmed orders and Bring Your Own items may be dropped off or collected from:

Dream With Reem
Operated by DREAM WITH REEM PORTAL
Shop 3, Town Square Community Center
Dubai, United Arab Emirates

Drop-offs and collections must be arranged in advance through WhatsApp. Our location is not a walk-in studio.

Collection and return delivery for Bring Your Own items can also be arranged in Dubai for AED 80 and Sharjah for AED 100, subject to availability.

For other Emirates, customers may arrange delivery of their item to our studio. Return delivery can be arranged once production is complete.

For full delivery rates, estimated timeframes and applicable conditions, please refer to our Shipping Policy.

12. Contact

Questions about a custom order should be directed to us via WhatsApp through our website.

Nothing in this policy limits rights or remedies available under applicable UAE consumer protection law.