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.
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.
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
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.
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.
You can track your order status in real time by entering your order information on the Track Order.
If something is still missing, please contact us immediately.
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.
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.
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.