Return & Refund Policy

Shop with confidence.
Know exactly what qualifies.

At Dial Up Dolls, many of our pieces are made to order or personalized just for you. Please review this policy carefully before placing your order.

Last updated: March 26, 2026


Quick Summary

The most important rules at a glance.
14-day returns for eligible non-personalized items
Eligible non-personalized items may be returned within 14 days of delivery if they are unworn, unused, unwashed, and in original condition.

Custom and personalized items are final sale
Personalized items, custom text or image orders, made-to-order products, final sale items, and gift cards are not eligible for return or refund unless they arrive damaged, defective, or incorrect.

Report damaged, defective, or incorrect orders within 7 days
If something arrived damaged, defective, or wrong, contact us within 7 days of delivery with your order number and clear photos.


Full Policy

Return and refund terms.

Returns

We accept returns for eligible non-personalized items within 14 days of delivery.

To be eligible for a return, the item must be:

  • unworn
  • unused
  • unwashed
  • in original condition
  • free of perfume, deodorant, stains, or damage caused after delivery

Items that do not meet these conditions may not be accepted.

Non-Returnable Items

The following items are not eligible for return or refund unless they arrive damaged, defective, or incorrect:

  • personalized items
  • custom text or custom image orders
  • made-to-order products
  • final sale items
  • gift cards

Because these products are created specifically for your order, we cannot restock or resell them.

Damaged, Defective, or Incorrect Orders

If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.

To help us review your claim, please include:

  • your order number
  • clear photos of the item
  • clear photos of the issue
  • photos of the packaging if relevant

If your claim is approved, we may offer a replacement, a refund, or another appropriate resolution depending on the issue.

Refunds

Once your return or claim is reviewed and approved, your refund will be issued to your original payment method.

Please note:

  • original shipping charges are non-refundable unless the issue was caused by us
  • refund timing depends on your payment provider
  • most refunds appear within 5–10 business days after approval

Return Shipping

Customers are responsible for return shipping costs unless:

  • the item arrived damaged
  • the item is defective
  • the wrong item was sent

We recommend using a tracked shipping service for returns. We are not responsible for returns lost in transit.

Order Cancellations

Because many of our items move into processing quickly, order cancellation requests must be made as soon as possible. Once an order has entered production, it may no longer be cancelled.

Incorrect Addresses / Failed Delivery

Please make sure your shipping address is correct before placing your order.

We are not responsible for orders delayed, lost, or returned due to:

  • incorrect or incomplete addresses
  • failed delivery attempts
  • refusal of delivery

If a package is returned to us, reshipping fees may apply.


Contact Us

Need help with a return or refund request?

Please contact us through our Contact page and include your order number, clear photos if relevant, and a short explanation of the issue so we can review your request faster.