top of page

OUR RETURN POLICY

Everything You Need to Know

Cancelling your Order

You may cancel your order, if it is yet to be dispatched, by contacting us at thedollemporium@yahoo.com, quoting your order number and “Cancellation Request” in the email subject.

Orders may not be cancelled if they are being prepared for dispatch.

Returning your Order

In the event that an item is defective, faulty or sent in error, the purchaser should contact us to arrange the return of the item(s) within 14 days after delivery. Please submit a return request to thedollemporium@yahoo.com, quoting your order number and “Return Request” in the email subject.

Please include a description of why you wish to return your item(s) and photos if applicable. If accepted, you will be provided a free return label with instructions on how to post it back to us.

All 'New In Box' item(s) must be returned in the original packaging and in a re-sellable condition with all seals and wrapping in tact, within 14 days to qualify for a refund.

All 'Unboxed' items must be returned in the same state they were sent out to you.

These items are usually second-hand and do tend show the normal signs of previous use. It is important that you read the description fully and study the photos carefully before you make a purchase as the items are sold as seen. For items that aren't defective, faulty or sent in error, a return can be organised but return postage must be paid for by the customer.

Please note: we cannot accept returns from international customers.

Defective and Damaged Items

Most of our products are rare and we often only have one in stock. This makes a replacement unlikely. In the event we cannot offer a replacement we will refund the cost of the item(s) where applicable.

In the event that a package should arrive noticeably damaged, we insist that you sign for the package as damaged and retain all of the original packaging, in line with both Royal Mail and Parcel Force claims policies, you accept that failure to do this may render a shipping claim null and void, at which point The Doll Emporium cannot be held responsible for any losses.

We do not provide refunds or replacements for goods damaged by the customer. We also do not offer returns for various quality control issues, including slightly damaged boxes (small creases or turned up corners). This is due to the natural fragility of product boxes. Imperfections such as paint on the inside of the window, or other paint errors on the item(s) themselves is also not considered damaged. Unboxed items are considered second-hand and thus do show the normal signs of previous use. It is important that you read the description fully and study the photos carefully before you make a purchase as the items are sold as seen. 

Lost Parcels

If you have not received delivery of your item(s), you must notify us within 14 working days of the dispatch notification. Outside of this time frame we are unable to raise a dispute with our delivery partners.

For international customers, you must notify us within 21 days of the dispatch notification.

If any item is delivered to your address and the signature on the parcel is not correct and you claim not to have the parcel, it is your responsibility to contact your local delivery depot first to resolve this issue before contacting us. We can only deliver to the addresses provided to us, and we cannot be responsible for who signs for the parcel at your address.

 

Refunds

Cancellation

Once you have requested an order cancellation, it can take up to 7 working days for your request to be processed by us.

You will receive a confirmation email when your cancellation request is processed and approved. Please then allow up to 7 working days for a refund to then be processed to your original payment method.

Returns

Once we have received your item(s), they will be inspected. If approved, you will receive a confirmation email. Then please allow up to 7 working days for a refund to be processed to your original payment method.

Shipping Costs

The original shipping costs of any approved returned item(s) will not be refunded.

For fully cancelled orders before being dispatched, the shipping costs will be refunded.

Exclusions

Please note we do accept returns and refunds for the following type of items:

Sale items;

Pre-order deposits;

Gift cards;

Sold as damaged stock

International Orders

Unfortunately we are unable to process returns for international orders.

However, please do get in touch if you have defective or damaged items, or your package has been lost. We will do all we can to assist you or provide a partial refund (subject to our discretion).

bottom of page