Policies

Returns & Hygiene

This is the Stateside Dolls customer policy. It is not the same as the manufacturer’s policy for resellers.

Hygiene and use

These are adult personal items. If an item has been used, or a return would raise a hygiene concern, we cannot accept a return.

Damage or wrong item

If the parcel arrives damaged, or the item is not the style you ordered, contact us within 48 hours of delivery. Please include clear photos and an unboxing video. Claims submitted after this window may not be reviewed.

Unused, sealed items

A request to return an unused item in its original, sealed condition may be reviewed case by case. Approval is not guaranteed.

Cancellations

You may cancel an order before the warehouse hands the parcel to the carrier. After that point, the order cannot be canceled.

Manufacturer background

For clarity, not our customer terms: The factory’s reseller policy is that personal items are not accepted for return except in limited quality situations, and inspection is expected at receipt. Our 48-hour damage / wrong-item window is a customer policy we are adopting for this store. It is not a 24-hour rule copied from the factory, and it does not change the hygiene rule above.