CUSTOMER CARE
Returns & Refunds
Ordering is not open yet. This page explains the DollStatic return process planned for when the store opens. Mandatory consumer rights take precedence over these terms.
How do I request a return?
Email [email protected] within 14 days after delivery. Include your order number and the item you wish to return. Customer care will provide the return address and instructions; please contact us before sending a parcel.
What condition should the item be in?
For a standard change-of-mind return, the item should be unworn, undamaged and unaltered. Keep the original packaging and tags where possible and pack the return securely. Handling beyond what is needed to inspect the item may reduce the refundable amount where permitted; missing packaging alone does not remove a statutory withdrawal right where one applies.
Who pays return postage?
The buyer pays postage for a standard change-of-mind return unless applicable law requires otherwise. Use a trackable service and keep proof of posting. Original delivery charges, taxes and duties are handled according to the applicable rights and circumstances; standard outbound delivery is refunded where a qualifying withdrawal requires it.
When is a refund issued?
After the returned parcel is received and checked, an eligible refund is issued to the original payment method. Where statutory withdrawal deadlines or proof-of-posting rules apply, we follow them. Your payment provider may take additional time to show the credit.
What if an item is incorrect or faulty?
Contact customer care with your order number, a description and clear photos of the item and packaging before returning it. We will review the issue and arrange an appropriate resolution. The standard change-of-mind process does not limit your rights for faulty or misdescribed goods.