Refund & Replacement Policy

More than anything, we want you to be happy with your purchase! If something doesn't look or feel right, please email us at support@mydollfy.com or our contact form https://www.mydollfy.com/pages/contact, and we'll make it right!

1. Defective/Damaged/faulty item(s)

My Dollfy offers the last 20 days from the delivery date or 45 days from the order date for replacement/refund requests. Please initiate your choice in our contact portal here and include the following information (this is a must):

  • Order number
  • Email Address
  • Subject
  • What is the issue with your order?
  • Photo/video of proofs of the item(s) you received.
    + If your claim is regarding a printing error, please include photographs of the error.
    + If your claim is regarding a print size or placement issue, please have a measuring tape, stick, or ruler in the photographs of affected garments.
    + If some of your items are missing, please provide us an image of the received package's cover, including the detailed shipping label, so we can forward it to our production department to investigate the problem.

We will review the photos/videos you send of the defective item, and if your item is eligible, we will resend the product to you. Please note that to identify the problem, we need photos of the things you received in case of a breakdown. In the rare case that sending a replacement product is not practical, we will reimburse you the total cost of the eligible product (including shipping costs).

Caution:

  • We DO NOT offer refunds or exchanges on any products purchased during a sale or promotion.
  • We typically DO NOT accept refunds or replacements due to customer mistakes such as:
    - Incorrect selection of sizes, designs, colors, etc. So please review your order carefully before you check out to ensure your order is correct
    - Improper care, damages in use.

Please allow the 20% difference between the advertised images and the item you received. Sometimes advertised images may be slightly different from the actual item in color due to the lighting during photo shooting or the monitor's display.

Our company can only offer you a discount for reordering in the cases above.

2. Shipping issues

If your order hasn't been updated for more than 15 days for orders within the US and more than 20 days for international orders, you have the right to request a refund or a new replacement.

Caution:

  • We typically DO NOT accept refunds or replacements due to customer mistakes such as:
    - Incorrect shipping addresses
    - Invalid address entry. So please check your address carefully before you check out.

Note:

  • As our products are customized, we do not offer returns; in any case, we offer replacement. If your item is defective, you don't need to return the original article, and we will resend you a replacement for free.
  • We do not allow modifications to replacement items.
  • We want your order to be made just the way you want it! We understand that everyone makes mistakes (including us!). Please review your personalization information before submitting your order. Check spelling, names & options carefully.
  • The refund process may take up to 7-10 days to get your money back into your account. 
  • Your order is only eligible to be canceled and modified within 02 hours of placing the order. After that time, the order is locked for processing and can no longer be canceled or changed.

Email: support@mydollfy.com

Phone number: +1 707 238 2523

US Address: 2055 Limestone Rd STE 200-C, Wilmington, DE 19808, United States