Refund policy
DOLLSFACE®
Our Commitment to You
At DOLLSFACE®, we stand behind the quality and integrity of our ELIXIRS and ritual tools. Because our products are personal to the skin and form part of an intimate self-care ritual, we do not offer cash refunds once an order has been completed.
However, if there is an issue with your order, we will always do our best to support you with care and fairness.
Replacements & Store Credit
If your item arrives damaged, defective, or incorrect, we are happy to arrange either:
• a replacement product, or
• store credit for the item value
This allows us to maintain hygiene standards and protect product quality, while still ensuring you feel looked after.
How to Contact Us
If there is an issue with your order, please email:
within 7 days of receiving your delivery, including:
• your order number
• a brief description of the issue
• clear photos where helpful
We aim to respond within 2 business days.
Eligibility
To be eligible for replacement or store credit:
• Items must be unused and in original packaging
• The issue must be reported within 7 days of delivery
• Clear evidence of damage, defect, or fulfilment error must be provided
Products that have been opened, used, or altered may not be eligible due to hygiene and safety standards.
Change of Mind
As our products are skin-contact items, we are unable to accept returns or provide refunds for change-of-mind purchases or personal preference.
Sale Items & Promotions
Items purchased during promotions or sale periods are not eligible for refunds. Where appropriate, we may offer replacement or store credit if the item arrives damaged or faulty.
UK Consumer Rights
This policy does not affect your statutory rights.
Where a product is proven to be faulty or not as described, a refund may be available in accordance with UK consumer law.
We’re Here to Help
We want every DOLLSFACE® experience to feel supportive, calm, and considered. If you have any questions about your order or our policy, please reach out to us at: