Refund policy

At Dollsy Reborns UK Ltd (Company No. 17142305), we aim to provide high-quality dolls that bring joy to our customers. Please read the following policy carefully before placing your order.

14-Day Returns

Customers may request a return within 14 days of delivery for eligible items.

To qualify for a return:

The item must be unused
The item must be in its original condition
The item must be returned in its original packaging
The item must include all accessories, clothing, and included items

Once the returned item is received and inspected, any approved refund will be issued to the original payment method.

Return shipping costs are the responsibility of the customer unless the item arrived damaged or faulty.

Non-Returnable Items

The following items are non-returnable unless they arrive damaged or faulty:

Customised or personalised dolls
Dolls altered or modified at the customer’s request
Items showing signs of use, damage, cleaning, or improper handling
Items returned without original packaging or missing included parts

Silicone Dolls & Weighted Reborn Dolls

Silicone dolls and weighted reborn dolls are delicate collectible items. Customers are responsible for handling and storing these items correctly after delivery.

These items may still be returned within 14 days provided they remain unused and in original condition.

Items damaged after delivery due to misuse, accidental damage, improper storage, alterations, cleaning, or general wear are not eligible for refunds or replacements.

Customers are strongly advised to inspect all items immediately upon delivery.

Faulty or Damaged Items

If your item arrives damaged or faulty, you must contact us within 48 hours of delivery.

Please include:

Your order number
Clear photographs of:
- The outer packaging
- Inner packaging
- The item and issue from multiple angles

Failure to report transit damage within 48 hours may affect our ability to investigate the claim with the courier and may result in the claim being declined.

All claims are assessed on a case-by-case basis.

If approved, a refund or replacement will be offered.

Return shipping costs for approved faulty or damaged items will be covered by Dollsy Reborns UK Ltd.

What Is Not Considered a Fault

We do not accept claims for:

Accidental damage
Improper handling or storage
Alterations, modifications, or cleaning
Normal wear and tear
Damage occurring after delivery

Damage or faults must be present at the time of delivery.

We reserve the right to request additional evidence and inspect returned items before approving a refund or replacement.

International Orders

The following terms apply to all orders delivered outside the United Kingdom.

Customs, Import Taxes & Duties

International orders may be subject to customs duties, import taxes, VAT, and handling fees imposed by the destination country. These charges are the responsibility of the customer.

Refused or Unpaid Customs Charges

If an international order is refused, returned, or delayed due to unpaid customs charges or failure to cooperate with customs authorities:

Original shipping costs are non-refundable
Any return shipping costs charged to us may be deducted from any refund

International Returns

International customers may request a return within 14 days of delivery for eligible unused items in original condition.

Customers are responsible for return shipping costs unless the item arrived damaged or faulty.

Refund Processing

Approved refunds will be issued to the original payment method within 3–5 working days of:

Receiving and inspecting the returned item, or
Approving a faulty or damaged item claim

Refunds may be reduced if returned items show signs of use or damage caused after delivery.

How to Request a Return or Report a Fault