Here at Doll House, we strive to make every shopping experience satisfactory for our customers. See below for answers to questions regarding shipping, returns, and other inquiries.
Ordering & Payment
I am an international customer and I am not sure how much I'll be charged for a purchase.
Doll House is proud to service our customers from all over the world! All pricing on our site is in USD, the conversion rate would depend on your issuing credit card company being used on the transaction.
What payment methods do you accept?
Doll House offers a variety of payment options. We accept Visa, MasterCard, Discover and American Express cards. We also take PayPal and store credit in the form of e-gift cards.
I placed an order, but never received a confirmation email.
If you do not receive an email from Doll House within hours of placing your order and it’s not in your Spam folder, the email address on file is most likely spelled incorrectly. Please contact our Customer Care via email or phone for assistance to update your order.
How do I change or cancel my order?
We’re super quick at processing orders to make sure that you receive them as soon as possible. You can change your order as much as you like before you click “Checkout” but after this point you will be unable to make changes to your order. Keep in mind our system is designed to fulfill orders as quickly as possible. We cannot cancel or change an order once it has been placed. In such case you can however, return the item to us in accordance with our Returns Policy. If we sent out your package and your items are returned to us (Packages marked "Return to Sender") due to an incorrect/undeliverable address, we will issue a store credit for the net total minus the shipping fee. You will be held responsible for the initial cost of shipping the package.
How long after I place my order will it ship?
Orders are shipped Monday through Friday, excluding weekends and holidays. It may take up to 24 hours for an order to be processed. Kindly note shipping may be delayed by our verifications team if confirmation is needed for the order. For customers selecting 1- Day Shipping, please keep in mind your order must be placed before 1pm PST to leave the same day Monday - Thursday.
I am an international customer. What are the rates I should expect to pay?
We offer a $10 flat rate for Canada and a $8 flat rate for other international orders. Doll House is not responsible for applicable customs fees, import duties, taxes, or any other charges. The customer is responsible for the charges, even if the shipment is refused upon delivery. If the package is returned to our warehouse, there will be a bounce back fee.
My order was confirmed, but I just got an email saying an item is out of stock. What does this mean?
Between the time you placed the order and when we processed it, the item was no longer available. We will send you an email with an E-gift card containing the amount you are owed for the cost of the item. Please treat the gift card like cash, as it is store credit you can use during a later purchase. Store credit never expires.
I placed an order, but haven't seen any movement from Doll House. What's going on?
There are several reasons why your order may have been delayed. Either your order was flagged for risk of fraud, or we needed to contact you to verify your personal information. In all cases, we will reach out to you as soon as an issue is indicated and proceed to ship your items as quickly as possible.
What company does Doll House use to ship packages?
We offer USPS Priority mail, both domestic and internationally. Our expedited shipping is processed with Fed Ex.
How long does shipping within the US take?
We offer 2-day shipping on all orders with a flat rate of $8.00. In rare instances, delivery may take 3 days. We also offer FREE standard shipping (also in 2 business days) on orders over $75, after discount. For expedited shipping we offer 1-Business day for $17, orders must be placed by 1pm PST for it to be processed same day.
How long does it take to ship internationally?
It usually takes 6-10 business days to arrive in your country however, in some instances, delivery may be delayed depending on your country's customs.
Do you refund shipping fees?
Shipping fees are non-refundable.
My purchase is over $75… Why hasn't the shipping charge been waived?
Free shipping for orders over $75 (subtotal) applies to U.S. Domestic shipments only. Keep in mind to please take discounts under consideration. At this time, international shipments do not qualify for free shipping.
How do I know my package has shipped and is on its way?
Once you place an order, you will receive an automatic confirmation email. Once your order has been processed and is leaving the warehouse, you will receive another automatic email with shipping information.
I placed an order two weeks/a while ago and just realized I've been getting several emails and missed calls from Doll House… What's going on?
In the event we need to verify your order or need to contact you regarding your order in general, we will attempt to call and email you. If we are unable to reach you several times after 7 business days, we will cancel your order and issue you store credit in the amount of the items plus the shipping fee. If you notice a message from Doll House via phone or email, please call us back as soon as possible to avoid having your purchase cancelled.
My tracking info shows my package was delivered, but I never received it.
Doll House provides customers with the option to track packages. If the tracking information states that your items have been delivered but you have not received it, you must contact the United States Postal Service and discuss the issue with them. Reach USPS HERE or call 1 (800) 222-1811 for domestic or international assistance. Please check around your neighborhood in case another home received it by mistake. Speak with family, roommates, etc. in case they received it on your behalf. The package may also have been left with property managers. We will do our best to assist you, but Doll House does not hold responsibility for packages that are lost or stolen. Please contact your local mail carrier and post office to file a claim.
I am in the United States and want to return an item I am not satisfied with.
If you are not happy with your purchase, please send it back to our Sanford warehouse within 14 days of the delivery date with a return slip. Or, return the items in person to one of our store locations. Merchandise must be unworn, unwashed, and still have all tags attached. If returning by mail, we suggest using USPS flat rate shipping for convenience. You will be responsible for covering shipping costs to return items and shipping charges must be prepaid. We would be happy to issue you a refund in the form of store credit to use on a future purchase. Store credit never expires. Sale items, swimwear and bodysuits cannot be returned unless approved by customer service in advance. There will be a 50% restocking fee taken out of your credit.
I am an international customer and I want to return an item.
Please contact us before returning an item, as there are special circumstances when we cannot accept a return from an international location. We will do our best to accommodate. We are not responsible for returns until they reach our warehouse.
My shoes do not fit, and I want to return them.
No worries, we will accept shoe returns up to 14 days after purchase, as long as the shoes are unworn, are in their original packaging, and you have included the original invoice.
My package is being returned to you, what do I do now?
All packages returned to us due to an invalid address will be restocked and you will be issued a store credit minus the initial shipping charge. We are not able to reship an order as all returned shipments are processed by our Returns Department.
Where do I send my return to?
Please address your package to:
PO BOX 680412
Orlando, FL 32868
How long does it take to process returns?
Returns are processed within 2-5 business days after your item(s) are received into our warehouse. Once your return has been processed, you will be issued an online store credit in the form of an E-gift card via email. Please keep your return tracking number for your records.
Does Doll House do exchanges?
Because we can't ensure our Dolls will be issued the style/size they desire by the time their returned items come back to the warehouse, we cannot do exchanges by mail. We do, however, accept exchanges at our stores as applicable.
Does Doll House issue refunds?
We do not issue refunds, we offer store credit in the form of an E-gift card instead. Please treat store credit like cash.
I got my order, but an item is missing/defective/not what I ordered. What do I do?
Once you receive your order, thoroughly check your delivered items immediately. If you believe an item is missing/defective/not part of your order, you must contact our customer care department within two days of receipt and let us know.
I'm an international Doll. How do I find out what my size is?
To accommodate our customers around the globe, we provide a detailed Size Guide for our Dolls to reference.
What are the inseams of your jeans?
On average, our jeans have an inseam of 30"-31" inches.
Don't see your question answered? Shoot us an email at email@example.com with your order number in the subject, or call our Customer Care department at 1 (407) 421-1797 Mondays-Fridays between 9:00 AM to 5:00 PM PST.