Shipping
Your items ship within 2–3 business days from the time your order is placed. You’ll receive tracking details as soon as your item is on its way. Please note that the holiday peak season may cause processing delays.
Items ship via Standard Shipping (3-8 business days, no weekends/holidays).
Cancellation
We accept order cancellation before the product is shipped or produced. If the order is canceled you will get a full refund.
Return & Warranty Policy
- 30-Day Return Guarantee: We offer a 30-day return policy. Products must be in new, resalable condition, with all original packaging and tags intact.
- 90-Day Warranty: A 90-day warranty begins on the date you receive the product. This covers quality defects and excludes damage caused by misuse, breakage, or wear and tear. If approved, we will process a return or provide a replacement.
- If the product has quality problems, please get in touch with us in time, and a full refund will be given after the order is processed. （We bear the freight）
- If a returned item has been opened, is no longer in intact packaging, is damaged, or is materially different from how the item was shipped to you, it may not be accepted for return or may be subject to a restocking fee of up to 50%. Items not accepted for return will be shipped back to the customer at the customer's expense.
- If you placed the wrong order and changed your mind and wanted to return the product, you can return or exchange the product, but you may bear the shipping cost.
- Returned items need to be in the original packaging. If the item is not in the original packaging, we cannot resell it. Therefore, a certain amount will be deducted if it is not in the original packaging after being returned.
To be eligible for a refund, returned ITEMS MUST BE IN NEW, RESALABLE condition with all original packaging intact and tags attached. The product cannot have been used. We reserve the right to deny a refund for any returned item that is no longer in new condition, in its original packaging, or is damaged, missing any labels, instructions, or pieces.
Notice for returns
The package needs to come back with the original receipt of the purchase.
- You need to provide proof of purchase by email to contact us. Items returned without authorization will NOT be accepted.
- The time frame for return & exchange must not exceed 90 days from when the original order was received.
- All items must be returned in their original condition, without scratches or signs of wear, and must not be resized or altered.
- For return, any promotional gifts received must be included with the returned items. Otherwise, the retail price of the promotional gift will be deducted from the refund.
- When returning or exchanging items, customers must use a shipping method to track it. Returns or exchanges with no tracking will not be processed.
- The order number needs to be included in the package.
- After the return, the funds will be returned in the original way.
Refunds
Once your return is received and inspected, you will receive a notification of receipt. You will also be notified of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 1-14 days. The specific arrival time is subject to the bank notice (The bank may have a delay in receiving the account).Please note that the original shipping fees for orders are non-refundable.
For returns or questions, please contact us at info@doll.haus
