Quick answers to the questions we hear most. Can't find yours? We're one email away.
Ordering and your photos
What kind of photo should I send?
One clear, well-lit photo of each person or pet, facing the camera, works best. Show the hair, outfit or fur markings you'd like us to copy, and avoid sunglasses and heavy filters. Our Photo Guide has examples.
Can I see my piece before it ships?
Yes — add our Preview & Unlimited Edit service when you order. We send you a photo of your finished piece and make changes until it looks just right.
Which size should I choose?
Each product page lists its size options with measurements. If you're unsure, write to us before you order and we'll help you choose.
How can I pay?
You can pay with all major cards and the other payment options shown at checkout. Payments are processed securely and we never see your full card details.
Making and shipping
How long will my order take?
Orders take 1–3 business days to process and 3–4 weeks to crochet by hand, then 7–10 days to ship in the US or 10–20 days internationally. With FAST Production your order arrives in about 1–2 weeks in total. See our Shipping Policy.
Do you ship worldwide?
Yes. We ship worldwide with tracking. Shipping costs are calculated at checkout in your currency.
How do I track my order?
We email you a tracking number within 1–3 days of dispatch. You can also follow the steps on our Order Tracking page.
Changes, returns and refunds
Can I change or cancel my order?
Yes, within 1 hour of placing it. After that your order goes into production and can't be changed. Shipping addresses can be corrected within 24 hours. See our Cancellation & Modification Policy.
Can I return my order?
Because every piece is personalized, we don't accept returns. If your order arrives damaged or faulty, we replace it for free and you keep the original. See our Return Policy.
My item arrived damaged. What do I do?
Email support@mydollfy.com within 20 days of delivery with your order number and photos of the item. We'll remake it for you free of charge. See our Refund & Replacement Policy.