Refunds & Exchanges


How to Return

If you are not satisfied with your item, please email us on business@princessanddolls.com.au within 7 days of delivery. To return your product, you should first contact us on business@princessanddolls.com.au  We will then either approve or disapprove the return and provide further direction.

You will be responsible for paying for your own shipping costs for returning your item unless we were at fault for example, if we sent the wrong unit. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

 Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

 If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

 

 

Returns

Will be accepted ONLY if posted back within 14 days of delivery. Any items posted back after this time period will be re-shipped at your expense or you will have to forfeit your purchase.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of our final approval or rejection of your refund.

If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within reasonable amount of time. If disapproved, the item will be reshipped at your expense or you will have to forfeit your item.

 

Exchanges

We only replace items if they are defective or damaged.  Should you wish to exchange your unit, please send us an email at business@princessanddolls.com.au. The same process as outlined under our “returns” will apply. If approved, you will be invited to choose a replacement unit.  

 

Returns and Exchange

To complete your return or exchange, we require a receipt or proof of purchase.

 

Please choose carefully as no refunds or exchanges are provided in situations where you change your mind.

Due to health and safety we do not offer refunds or exchanges for units already worn or where the units have been tampered with via combing, washing or are otherwise not in their original factory condition. Units must also be in the original packaging with all the tags attached. Should units be altered, you will have to pay costs of re-shipping or forfeit your item.

 

Wrong Item

If you believe you have received the wrong item, please get in touch with our team within 5 days of delivery by emailing business@princessanddolls.com.au.  Once we confirm that you received the wrong item, we will ask you to send the item back to us and we will cover the shipping costs. Your item must be posted back within 14 days of you our decision being communicated to you otherwise your item will not be exchanged.

 

Deposits

Please understand that all custom orders require a 50% deposit of the total amount of your order and/or services. In the event that you decide not to proceed with your order and/or services after the deposit is made:

  1. Under 24 hours -  a 15% service fee is charged and will be deducted from your deposit.
  2. Over 24 hours - You will forfeit your entire deposit.

 

Non-returnable items:

Gift cards

All make-up and boutique items

Custom-made/customised items

Wig Accessories such as Wig Caps, Brushes

  

Late or missing refunds

If you haven’t received a refund within a reasonable amount after approval:

 

Step 1: Check your account again.

Step 2: Contact your credit card company; it may take some time before your refund is officially posted.

Step 3: Contact your bank. There is often some processing time before a refund is posted.

Step 4: If you have gone through the above steps have still not yet received your refund, please contact us at business@princessanddolls.com.au.

 

Sale items

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

 

Policy Changes

Princess and Dolls to make any changes to this policy without notice. Please check this page periodically for changes.