- Returns & Exchanges
Returns & Exchanges
Need to Make a Return or Exchange?
If you're not happy with your order, then we aren't happy. At Doll Me Up, our number one goal is for our customers to be 100% satisfied with their total order. We will do as much as possible to make sure that happens. Please read through our Return & Exchanges Policy and then submit your Return/Exchange request by signing into your Doll Me Up member account and clicking on "Return Item(s)" here or follow our guide How To Submit A Return Request. If you require any additional assistance please contact Customer Service.
Domestic Return & Exchange Qualifications:
To qualify for a domestic return or exchange, items must be received back to our headquarters within 30 days of the original order shipment date (the date printed on your invoice). Customer is responsible for payment of return shipping, except in cases where we have made a shipping error.
Domestic Return & Exchange Options:
Store Credit: Receive store credit to your Doll Me Up member account for the full amount of each item you are returning. We must receive your return within 30 days of the original order shipment date (the date printed on your invoice) to be eligible to receive the the full amount of your return. Returns received after 30 days will be charged a $5.99 restocking fee per item. Submit your return request >>
Exchange: We currently offer exchanges for domestic (US) customers only. Exchanges will be accepted for the same item in a different color, pattern or size. Exchanges must be received within 30 days of the original order shipment date (the date printed on your invoice). As soon as we receive your item(s) back, we will ship out your exchange(s) free. Customers are responsible for shipping the item(s) they wish to exchange back to our headquarters. Exchanges received after the 30 days will be charged a $5.99 restocking fee per item. Submit your exchange request >>
Refund: Receive a refund back to your original payment method, minus a $5.99 restocking fee if your order shipped free. We must receive your return within 30 days of the original order shipment date (the date printed on your invoice) to be eligible to receive a refund. Returns received after the 30 days will be given store credit for the amount of your refund, minus a $5.99 restocking fee to their Doll Me Up member account per item. Submit your return request >>
Items Not Eligible for Refund or Store Credit:
- Free gifts
- Items marked as Final Sale Items
- Shoes returned without original packaging
- Returns received in damaged/worn condition
- Swimwear returned without sanitary liner intact
- Non-apparel items returned without original packaging
- Returns received dirty or with dog/cat hair
- Shipping charges (except in cases where we made a shipping error)
Items Eligible for Store Credit Only:
- Returns received between 31 - 90 days of the original order shipment date will be issued store credit minus a $5.99 shipping fee if your order shipped free.
- Orders returned to us due to refusal by customer will be issued their amount of refund in store credit minus a $9.99 restocking fee.
- Orders returned to us due to customer failing to pickup package being held by shipping carrier will be issued their amount of refund in store credit minus a $9.99 restocking fee.
Return Shipping Packaging Requirements:
Non-apparel items: Items must be received back with original packaging intact, otherwise no refund or store credit will be issued.
Shoes: Shoes must be received back in original, unworn condition with original shoebox and shoebox packaging. Please place the shoes inside a larger packing box or wrap it in brown paper. Shoes returned with severe damage, writing or postage stickers on the original shoebox will not be issued a refund or store credit.
Swimwear: Swimwear must be received back in unworm condition with sanitary liner intact. Swimwear received in worn condition or without sanitary liner intact will not be issued a refund or store credit.
What is Doll Me Up's Return Shipping Address?
Doll Me Up Returns, 306 Thunderbird Drive, El Paso, Texas, 79912 United States
Please ship back your return with your preferred shipping carrier. We highly suggest using a shipping carrier that provides a tracking number so you can receive updates on the whereabouts of your package.
Order Cancellation Policy:
If you wish to cancel your order, please contact Customer Service ASAP. If your order has already shipped out we cannot cancel your order.
Something is Wrong with my Order. Help?
If there is any damage to your order, please contact Customer Service within 5 days after your package is marked "Delivered". All claims made after the 5 day period will be denied. If you were sent a wrong item or size, please contact Customer Service right away. If you receive a damaged item or your item breaks within 5 days, we will provide a prepaid return shipping label. Exchange or replacement will not be shipped out until we have received the damaged item back at our warehouse.
Purchases with Gift Certificates or Store Credit:
Purchases made with Gift Certificates or Store Credit are eligible for exchanges, as per the above exchange and return policies. However, any returns on items purchased using a Gift Certificate or Store Credit may only receive a store credit refund for their returned items.
Need Additional Assistance?
Please contact Customer Service and we will get it sorted out right away!