SHIPPING FAQ

How do I track my order?

We use a service called AfterShip to track all of our order deliveries.

If you have your tracking number (it should be listed on your order details page), you can click on Track order and enter the tracking number to get the last known location of your package.

 
Can you guarantee delivery before a certain date?

If you plan to give one of our items as a holiday gift, we do not recommend buying the items during the month when the holiday is happening. Please buy a month in advance. Otherwise, there is a risk of the item not arriving on time. We are not held responsible for items that do not arrive before the holidays. 

For more information on average shipping times, please visit this page

 
When will my order be processed?

All orders are handled and shipped out from our warehouse locations in the US, UK or China. Please allow extra time for your order to be processed during holidays and sale seasons. 

We process orders between Monday and Friday. Please note that we don’t ship on weekends. 

Please contact us if you do not receive a confirmation email within 5 business days from the day you completed your payment.

 

AFTER SALES FAQs

Can I cancel or change my order?

If you need to cancel or change an order, please contact us as soon as possible.

We process orders in 1-2 days, so depending on its stage we may be able to cancel/change it.

Once the order has been processed for shipping, it cannot be changed and you cannot be refunded. You must wait till the product arrives and return it to us in order to process the refund. 

Can I change my shipping address after placing an order?

If you need to change the shipping address, please contact us as soon as possible.

Please be advised that your shipping address cannot be revised after the order has been in transit or shipped. Kindly update your shipping address to your residential address instead of your vacational address as we do not know how long the destination’s customs department will have the package on hold. 

How do I check the Status of my Order?

You can track your order status in real time by entering your order information on the Track Order.

 
What Do I Do If I Have Missing Items In My Order?

If something is still missing, please contact us immediately.

Incorrect Shipping Addresses

During checkout you certify you are providing the correct shipping address. Please be sure to check your shipping address for errors before processing any orders. We can not be held responsible for products shipped to the wrong address due to input error.

If a package is returned due to an incorrect or incomplete shipping address provided by you, you will be responsible for the return shipping cost as well as the re-delivery cost.

Delux Doll is not responsible for packages delivered incorrectly or lost due to incorrect or incomplete shipping information provided by a customer.

 
Lost or Stolen Packages

We cannot be held responsible for lost or stolen packages that have a confirmed delivery to the address entered for an order.

If you think your package has been misplaced, contact us.

We will confirm delivery to the provided address, date of delivery, tracking information and shipping carrier information for the customer to investigate.

 
 
When will I receive my refund?

Paypal Refunds

Refunds issued via Paypal will appear in your balance instantly.

Credit Card Refunds

Once we have confirmed that your refund has been processed please allow 5-7 business days for your refund to show up. Here is the information from our payment processor’s website:

“We submit any refund you make to your customer’s bank immediately. They will then receive the funds from a refund in their account approximately 5–10 business days after the original refund. (This is an aspect of how the banking system works.)”

“Refunds might appear in the form of a reversal. In the case of a reversal, the original payment will drop off your customer’s bank statement, and a separate credit is not issued.”

Please note all shipping costs are non-refundable and customers are responsible for return shipping.

What if the item(s) I received are defective/incorrect/damaged? Firstly, please accept our sincerest apologies.

Please contact us within 7 days from receiving your order if you received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.

 
Will shipping be covered for my returns?
All return shipping fees and other miscellaneous fees are the responsibility of the customer.

PAYMENT FAQs

Are there any exchange rates?
All of our transactions are based in US Dollars. If your credit card is based in another currency, your order total will be calculated in accordance with the daily exchange rate of the date your card issuer processes the transaction.
What payment methods do you accept?
We accept all major credit cards and Paypal. Our checkout system uses SSL security making it 100% safe to shop through our store!