Returns and exchanges
We do not accept returns or exchanges. Nothing we sell is made in advance: each doll is crocheted to order in the size and character you chose, so there is no stock to return it to. Please check the size and character on the product page before ordering, and message us first if you are unsure — we are happy to help you choose.
Damaged, defective or incorrect orders
This is the exception, and it is always covered. Contact us within 7 days of delivery with your order number and clear photos of the item and the packaging. If we confirm the problem, we will repair, replace or refund it. Photos are all we need — you are not asked to post the doll back, and if we ever do ask for it, we pay the postage.
Refund processing
Approved refunds are sent to the original payment method. Banks and payment providers commonly take 5–10 business days to post the credit after we issue it.
Cancellations
Cancellations are accepted within 12 hours of purchase, and are refunded in full. Use the Cancel button on your order — no email needed — and we return the money to your original payment method. After that the yarn is cut and the pieces are shaped for your order, so the order can no longer be cancelled.
Lost or returned parcels
Contact us if tracking shows no movement for an extended period. We will investigate with the carrier before offering a replacement or refund. Orders returned because of an incorrect or incomplete address may be resent at the customer’s cost or refunded less non-recoverable shipping charges.
Questions about this policy?
Send your order number and a short description through our contact page. We will reply as soon as possible.
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