TERMS & CONDITIONS

Welcome to Reverie's customer care section! Here, we prioritize your satisfaction by providing exceptional service and assistance. Whether you have inquiries about our handcrafted goods or need support with your purchase, we're dedicated to ensuring your experience with us is seamless and enjoyable.

Our commitment to you extends to addressing any concerns you may have. We value your trust in us and aim to cultivate a transparent and trustworthy relationship. Feel free to reach out to us with any questions or feedback - we're here to help!

We understand the importance of clear communication, and that's why we make it a priority to keep you informed every step of the way. Your satisfaction is our success.

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Reverie is a digital marketplace where customers purchase unique goods directly from sellers around the nation. Please read on to find out more about your rights, as well as what is expected of you, as a buyer. By shopping on Reverie, you’re agreeing to the below policies.

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A. Limitations

While Reverie provides a marketplace that showcases artists and allows shoppers to purchase from artists within the United States, Reverie is not part of that transaction. When you purchase a product from Reverie, you acknowledge that:

1. You are not buying directly from Reverie, but rather from our showcased artisans;

2. Each artist has their own processing time, and shop policies;

3. You assume responsibility for your own data and materials for custom orders. 

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B. Communicating with Reverie Artisans

You can use the "Contact" form to communicate directly with artists. 

By using the contact form at Reverie, you acknowledge that you are not to:

1. Send unsolicited advertisement, promotions, request donations, or send spam;

2. Harass an artist or continue contact after they have explicitly asked you not to; 

3. Interfere with another transaction of another shopper or artist. This includes intentionally interfering with another artist or shopper in order to drive away business;

4. Exchange personal contact, financial or other information for the purpose of making an off-platform transaction, including phone number, address, email, social media handles, external URLs, instructions for money transfer, etc. All off-platform transactions shall be handled off the Reverie website, and according to the external policies. 

It is important that shoppers always use caution when exchanging personal information.

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C. Purchasing a Product on Reverie 

When you purchase an item on Reverie, you're are directly supporting an independent business, each with unique listings, policies, and processing times. By making a purchase from an artist on Reverie, you agree that you have: 

1. Read the item description and shop policies before making a purchase;

2. Submitted appropriate payment for item(s) purchased. If there are insufficient funds in your bank account, Reverie and artists reserve the right to contact you directly and to seek payment; 

3. Provided accurate shipping information to the seller; and 

4. Followed agreements with any applicable third party vendors, example, PayPal, Apple Inc, and/or Google Pay. Reverie may share your personal or transactional information with those third-party service providers for purposes related to payment processing.   

For the safety of our community, and to avoid scams and fraud, all transactions must take place through the Reverie checkout system. It is prohibited to share contact information for the purposes of making off-platform transactions. If you need to discuss the details of your order with the artist, please keep communication on the Reverie platform. Reverie takes no responsibility in transactions that occur on the artists' independent platform. 

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D. Leaving a Review

You can leave a review within thirty (30) days of the confirmed delivery of you item (where the shipping carrier's delivery record was available) or from your item's estimated delivery date. By leaving a review, you acknowledge that your:

1. Review and public profile information will be publicly displayed on Reverie's platform;  ​

2. Content may not contain graphic, mature, or obscene language or imagery

3.  Descriptions should not include things outside the artist's control, such as a shipping carrier; 

4. Aware artists may respond to reviews; and 

5. Reverie reserves the right to remove reviews that are in violation with our policies.​

 

E. Creating, Uploading, and Sharing Content

You have the opportunity to create, upload, and share a variety of content, like when contacting artists or leaving a review. When on the Reverie platform, you are responsible for not creating, uploading, or sharing content that:

1. Contains hateful or derogatory language or imagery;

2. Contains threats, harassment, or extortion;

3. Violates someone else’s intellectual property rights;

4. Is false, deceptive, or misleading;

5. Contains unsolicited advertising or promotions, requests for donations, or spam;

6. Contains private information, whether it is your own, or someone else’s;

7. Encourages or facilitates an off-platform transaction;

8. Contains prohibited medical drug claims; or

9. Sexualizes minors under the age of 18;

10. Violates any of the rules described in our policies. 

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F. Reporting a Problem with an Order or Returning an Item

Reverie is not directly involved in a transaction between artist and shopper. In many cases, order issues can be resolved directly with the seller, or items can be returned according to the seller’s return policy. However, we believe that you should always get the item you ordered or get your money back, so when those expectations aren’t met, Reverie will step in to support you.

 

If you experience an order issue, the first thing you must do is contact the artist by selecting Help with Order within your receipt of purchase. Artists should be given seventy-two (72) hours to try and resolve the issue. After this period, you can alert Reverie of an unresolved issue in the event of non-delivery, late delivery, damage, or if an item you receive is not as described in the listing.

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Buyers may receive a full refund for purchases that never arrive, arrive late, arrive damaged, or do not match the listing description. If an order does not meet the following expectations, you may receive a full refund, including all taxes and shipping costs.

1. Items are delivered, and arrive when expected. Items should be shipped within the seller’s stated processing times, and delivered to the address provided by the buyer, at the time of purchase on Reverie, by the estimated delivery date window.

   • Updates to processing times or shipping address through Reverie or other informal channels will not qualify for refund.

   • If an item was shipped and has a tracking number, you may be able to open a shipping carrier claim by directly contacting the shipping carrier.

   • Items that arrive late due to forces outside the seller’s reasonable control, such as a carrier strike, natural disaster, war, civil unrest or similar force majeure event, as determined by Reverie in its sole discretion, do not qualify for refund.

   • Made-to-order downloads should be made available for download within seven (7) days of purchase.

2. Items arrive undamaged, and are packaged to withstand handling in transit.

3. Items match the listing description. Items received should not be significantly different from the listing description or photos. We may ask the shopper to provide us with documentation to demonstrate that the item is significantly different. Here are a few examples of qualifying scenarios:

   • The item received is a different color, model, version, or size.

   • The item has a different design or material.

   • The buyer received the incorrect quantity of items (e.g., the buyer purchased three items but only received two). 

 

If Reverie determines that the above expectations are not met, either Reverie or the seller will be required to refund the order, including original shipping and return shipping. Depending on your request, case specifics, and whether a return is requested, Reverie may refund you all or in part in the form of an Reverie Credit. 

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Some exclusions apply, subject to review by Reverie. Eligible shoppers must be in good standing. Abuse of this support could result in exclusion from Reverie. 

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Ineligible Transactions
Unless required by law, some disputes don’t qualify for dispute resolution. These include:

1. Items that have been altered, used, worn, washed, or discarded after receipt.

2. Items that are returned without a return agreement.

3. Items that are accurately described but don’t meet a buyer's expectations.

4. Cost of shipping disputes.

5. Items that are purchased in person.

6. Transactions where payment is not processed by Reverie. 

Wherever a qualifying case is escalated for Reverie's review, we will evaluate the claim to the best of our ability. Please be prepared to supply additional documentation if requested. 

 

In the event Reverie does not issue a refund, shoppers' legal rights remain intact and should be followed according to applicable state and federal laws. Reverie does not provide legal advice. Refunds issued by Reverie will be in your original form of payment, and if such payment is not available or you agree to be refunded in the form of Reverie credit, an Reverie credit will be issued.  

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By contacting Reverie, as it relates to resolving disputes, you understand that Reverie may use your personal information for the purpose of resolving disputes on transactions on the Reverie platform. Reverie cannot support disputes after a period of ninety (90) days post-transaction. After the 90 day window has elapsed, Reverie cannot support disputes related to your order. However, you may still communicate directly with the artist.

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Reverie reserves the right to discontinue their partnership with an artist after a review of cases involving unresolved problems.  

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G. Cancellation ​

​Only artists may cancel transactions by contacting Reverie. Shoppers may request that a seller cancel an order via contacting the artist. 

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H. Returning an Item

Each artist has his or her own return policies, which should be outlined in product listing. Not all artists accept returns.

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I. Terminology 

The following terms refer to the following:

• "Artist" or "Artisan,"or the independent seller of goods and/or services at Reverie

• "Good Standing" or not in violation of any Reverie Policy

• "Members" or the shoppers and artists that use the Reverie platform

• "Off-platform" or any transaction, like the procurement of goods/services or exchanging of communication outside the Reverie contact or checkout system​

• "Partners" or "Partnership" the relationship between Reverie and artists

• "Shopper" or the individual or entity purchasing goods and/or services at Reverie

• "Transaction" or the exchange of goods, services, content, or information between members

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