Returns & Refunds Policy

Cancellation or Modification of the Contract

For Pre-made Goods Only:

If you have purchased pre-made goods that remain unsealed or unopened and wish to exercise your legal right to cancel the contract, please refer to the Cooling-Off section within our Terms & Conditions for comprehensive details. In brief, you must send us a clear cancellation request within 14 days of receiving the goods and then return the items to us within the subsequent 14 days (please note that customers may be responsible for return shipping costs). We will process a full refund, less any damage caused by unnecessary handling or losses directly resulting from your cancellation, within 14 days of receiving the returned goods. It's essential to be aware that you may forfeit your legal right to cancel if the goods have been unsealed or opened due to health protection and hygiene reasons.

For Customized and Made-to-order Goods Only:

We strive to accommodate our customers' requests for order changes or cancellations whenever possible. Please get in touch with us to discuss your requirements.

If you've purchased a customized product from us, you can modify your order specifications (within our typical allowances) free of charge for up to 48 hours after placing your order. Requests for changes to your order can be submitted here. Depending on the circumstances, we may consider requests to change your order beyond this 48-hour window, so please don't hesitate to reach out to us.

The feasibility of order cancellation or modification will be evaluated on a case-by-case basis, taking into account factors such as the stage of manufacturing and the nature of the requested changes. If we agree to the cancellation or modification, we may require a non-refundable fee and/or issue a store credit, and/or impose other conditions. While we can't guarantee the approval of all requests, we make every effort to assist our customers. Requests for order cancellation can be submitted via email to sales@dolls-inlove.com.

Please note that the standard 14-day legal right to a "cooling-off" period does not apply to customized or made-to-order goods. For detailed information, please consult our complete Terms & Conditions.

DAMAGED GOODS

We strongly recommend documenting the exterior of the package through videos and photos upon delivery (before opening and during unpacking), especially if any damage is noticed. Similarly, we advise capturing videos and photos if product faults are discovered after opening. When filing a claim or damage report, evidence in the form of videos and photos will be essential. Products received in a faulty or damaged condition must be reported within 48 hours of delivery.

For more information regarding damaged goods, please refer to our Dolls Inlove Guarantee.

Please be aware that our products are crafted by hand, and minor imperfections are not considered damage. Minor imperfections in the product do not constitute a breach of contract. To learn more, refer to Section 11 in our Terms & Conditions for details on minor imperfections.

CHANGES TO OUR POLICY

This policy supersedes all previous policies or conflicting information that may still be available on our website, including any written communication, transcripts, or agreements with our support staff related to this subject matter. All other such policies, writings, or agreements are null and void.

We retain the right to modify this policy without prior notice. This policy became effective on the date indicated at the bottom of this document and applies to all purchases, agreements, and contracts from that date onward. Should you wish to review our previous returns and refunds policy, kindly contact our support staff.

Please note that refunds will be processed and credited to your account within 2 days.