Refund policy

Return & Refund Policy
Last Updated: 28.05.2025

At Doll Hub, many of our items are carefully crafted or made-to-order in collaboration with trusted international suppliers. As a small business, we kindly ask customers to shop mindfully, especially when it comes to returns. Nevertheless, we understand that issues may arise, and we are committed to offering a clear and fair return process in accordance with applicable laws.

1. 14-Day Return Policy

We offer a 14-day return policy, which means you have 14 calendar days after receiving your order to request a return. This policy applies to both domestic and international orders unless otherwise specified by local regulations.

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

  • In the same condition you received it

  • Unworn, unused, and unwashed

  • With all original tags and in the original packaging

  • Accompanied by a receipt or proof of purchase

We reserve the right to deny returns that do not meet these conditions.

2. How to Initiate a Return

To start a return, email us at contact@doll-hub.com within 14 days of receiving your item. No justification is required. After reviewing your request, we will provide:

  • A pre-paid return shipping label

  • Instructions for return shipping

Please note:

  • Returns must be shipped using the return label provided by Doll Hub.

  • Do not use the original shipping label or send the item to the sender’s address. Returns sent this way will not reach us, and Doll Hub is not liable for lost or misrouted packages.

  • Always contact us first at contact@doll-hub.com to receive the correct return label and instructions.

  • Items returned without prior authorization will not be accepted.

  • Do not send returns to the warehouse or sender’s address directly.

3. Return Shipping Costs

We cover the cost of the return shipping label. However, please note:

  • Any customs duties, VAT, handling fees, or additional surcharges paid at the time of delivery or return are non-refundable.

  • We are not responsible for lost or delayed return shipments sent without using our provided label.

4. Exceptions and Non-Returnable Items

Due to hygiene and safety standards, the following items are not eligible for return:

  • Lingerie, babydolls, shapewear, and other intimate apparel

  • Opened personal care or beauty products

  • Gift cards or store credits

  • Items marked as final sale

  • Customized or personalized items

These items are only eligible for return if they arrive damaged or defective.

5. Damages, Defects, or Incorrect Items

If your item arrives:

  • Damaged

  • With a manufacturing defect

  • Or you receive the wrong product

Please contact us within 7 days of delivery at contact@doll-hub.com with your order number and clear photos of the issue.

Depending on the situation, we may offer:

  • A full refund

  • A partial refund

  • A replacement item

6. Exchanges

We do not offer direct exchanges. If you would like to change size or style, we recommend completing a return and placing a new order after your return has been approved.

7. Refunds

After we receive and inspect your return, we will notify you of the refund approval. Approved refunds will be issued to your original payment method within 10 business days. Please note:

  • Processing times may vary depending on your payment provider.

  • If more than 15 business days have passed since approval, please contact us at contact@doll-hub.com.

8. EU Customers – 14-Day Right of Withdrawal

If your order is being shipped within the European Union, you are entitled under EU law to a 14-day cooling-off period, during which you may cancel or return your order without giving a reason.

To qualify, the item must:

  • Be unused, unworn, and in original condition

  • Be returned within 14 days of receiving the item

  • Include original tags and packaging

To initiate a return under the EU right of withdrawal, contact contact@doll-hub.com within 14 days of delivery.

Exceptions:

  • Lingerie and intimate apparel (unless defective)

  • Personalized/custom-made items

9. Final Notes

We take great care in packaging and inspecting each item before dispatch. As a small business focused on curated and unique pieces, we encourage thoughtful purchasing and responsible returns. However, we are committed to resolving any issues with fairness and understanding.

For any concerns or questions, please contact us at: