You have questions, we have answers!

Do you have a size guide?

Sometimes. If the garment does not require multiple measurements, a size guide is included in the product pictures. Some garments require multiple measurements and upon ordering, customers receive a survey link with instructions on where and how to measure their body. 

Do I need to have a measuring tape?

Yes.

What are the care instructions?

All care instructions are listed in the product descriptions. However, when in doubt, hand wash and lay flat to air dry.

How long will my order take?

All orders are subject to up to 6 weeks of production. Garment size and order volume may reduce this. These 6 weeks do not include shipping, which may take up to 10 days. For precise shipping times, please check with USPS once your tracking information is provided.

What if I make a measuring mistake?

Don’t, just kidding. If you notice you’ve made a measuring error please email dolledxdoll@gmail.com as soon as possible with your name, order number, and corrected measurements. If the garment is already in production, adjustments cannot be guaranteed. Customers will receive a response within 3 business days confirming whether or not the changes can be made.

What if I make a mistake in my address?

Please don’t, but just in case email dolledxdoll@gmail.com as soon as possible with your name, order number, and correct address. If you’ve already received your tracking information, Dolled By Doll cannot change your address. Please contact USPS for any possible re-routing.

What if I change my mind on my custom design?

During your custom order meeting, all design aspects will be confirmed and made final. Once the remaining balance is paid, no changes can be made. 

How can made-to-order items be sold out?

In this context, "sold out” may mean the materials are no longer available or production for Dolled By Doll is capped. 

What if I haven't received my order?

If 6 weeks have passed and customers have not received their tracking information yet please email dolledxdoll@gmail.com with your name and order number. Please note, the 6 week production time does not include shipping time, and your item may still be in transit

What materials are used?

Materials vary based upon garment design. All materials used are listed in the product descriptions.

How are garments made?

By hand, with love <3 

Can I order a custom piece?

Yes. Please add “custom consultation” to your cart and proceed to check out for a custom consultation meeting to be scheduled. If custom consultations are marked “sold out” or not listed but you still want to inquire, please email dolledxdoll@gmail.com.

Why is the custom consultation so expensive?

The cost of the a custom consultation is priced at the lowest cost of any Dolled By Doll garment and will be credited towards the total cost of your custom piece. 

Why is the gown consultation so expensive?

The cost of the gown consultation is priced at the lowest cost of any gown and will be credited towards the total cost of your gown.

What if I decide I don't want my custom order

If during the custom consultation, customers change their mind, customers will receive a 95% partial refund of the consultation fee. The 5% is reserved to pay for the consultation itself. How quickly this partial refund is received will depend on the customer's banking institution. This is the only circumstance where a refund is possible.

How do I track my order

Once an order is done being made, customers will receive an email with a tracking number, which can be used to track the package with USPS. 

Can I return my order?

No. Due to the nature of hand-made made-to-order items, there are no returns. All sales are final. 

How can I get a refund?

Due to the nature of hand-made made-to-order items, there are no refunds. All sales are final. 

How do I exchange my order?

Due to the nature of hand-made made-to-order items, there are no exchanges. All sales are final. 

OMG my question isn't listed here!

Fret not, email any additional questions to dolledxdoll@gmail.com. Please do not dm the brand nor owner’s social media page. 

 

Policies

Returns – Refunds – Exchanges

Due to the nature of hand-made garments, there are no returns, refunds, nor exchanges. All measurements must be submitted accurately. ALL SALES ARE FINAL.

Shipping

All shipping is done through USPS. Please note, selecting “express shipping” at checkout does not mean express production. Dolled By Doll is not responsible for any stolen, damaged, or lost goods by USPS. Customers accept any and all responsibility for claims to be made with the shipping carrier and may not open a chargeback with Dolled By Doll. By purchasing from Dolled By Doll, customers agree to the above statement.

Production Time

Unless otherwise stated in the product description all items are made-to-order. All items are subject to up to 6 weeks of production time. Customers will be notified immediately if there are any production delays. If you need your garment by a specific date, please email dolledxdoll@gmail.com before placing your order to ensure the requested time frame is possible. Please note, selecting “express shipping” does not mean express production time. All express production requests must be discussed and confirmed via email before finalizing the online order. A separate express production fee of $50-$200 (depending on garment size and timeline) will be invoiced to the customer and must be paid within 2 business days.  

Materials

All martials used are noted in the product description. If there is an existing design you want but in a different material, that is considered a custom order. Please submit the necessary information for a custom order, making note of which garment design you want and the prefered material(s). Please note, different materials have different stretch, and draping qualities, as well as a different color selection.