RETURNS

We have a 15-day return policy, which means you have 15 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags (if applicable), and in its original packaging. You’ll also need the receipt or proof of purchase.

Unfortunately, we cannot offer free returns at this time. The cost of return shipping will be taken out of your final refund. We always offer free exchanges! If you are unhappy with your purchase for any reason, please reach out to us and we will make it right.

To start a return or exchange, please contact us at info@shopdollface.com with your order number.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package.

REFUNDS

The original shipping cost paid at checkout is non-refundable in the case of most returns.

In the event that you receive a package with incorrect, flawed or missing items and you opt for a refund instead of a replacement, we will cover return shipping and include the original shipping cost in your refund.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

We do not accept returns or exchanges on intimates such as:

Tights/Stockings

Bodysuits

Swimsuits

Panties

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

SHIPPING POLICY

Returned Packages

If your package gets returned to us for any reason we will reach out to you to try and resolve the issue. You will have 10 days to get back to us before we refund you the cost of the item. We will re-ship your item for free if you provide an updated valid address, however if the item is returned a second time we will have to refund you.

Lost Packages

We cannot take responsibility for lost or stolen packages. In the event a package was marked as delivered but cannot be located, we recommend reaching out to the carrier directly. In the event your package was lost in transit to your location, we recommend first checking that the address entered was correct, and then filing a claim with the shipping carrier.

Processing

Items typically take 2-3 days to process before shipping. Pre-orders wait times vary, an estimated lead time can be found on the product listing.

Holidays and big sales may effect processing time.

Transit Time

Shipping time is shown at checkout for most shipping services. Shipping time is only an estimate and may vary. International shipping is known to have less accurate estimated delivery times. For expedited or overnight shipping, please contact us.