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We understand that in rare moments you may wish to return a product to us because of unforseen problems. This is why we have created this return policy to enable you to return products to us in appropriate circumstances.
Original sales receipt must accompany returns.
Please email our customer service department : info@lottydotty.com; to inform us of your situation and that you will be returning the item, so that we are aware of the problem and can give you the necessary information pertaining to returning the item.
Based on the conditions below we will accept returns 10 calendar days after delivery of the product. If the return fullfills our criteria as listed below, we will offer an exchange or store credit only. Items must be in "new, unaltered and unused condition". Definition of new, unaltered and unused condition is: without showing signs of wear or damage in any way.
Please do not attempt to return any t-shirt that has been worn or washed.
The necessary conditions to qualify for exchange and refund
• The goods must be returned within 10 calendar days of the delivery date (after 10 days no returns are allowed)
• The item must be returned in its original packaging, even if it has been opened
• The item must not be a special order or a custom order
• The item is your responsibility until it reaches us. Therefore for your own protection we recommend that you send the parcel using a delivery service that insures you for the value of the goods.
• The cost of returning the item to us is your responsibility.
• Delivery charges are only refundable if goods are faulty and a refund is made.
If an item is received damaged or is incorrectly shipped by us please contact Customer Support immediately. Items that are defective and shipped from us or items that you did not order but received from us will qualify for store credit or a cash refund.
Refunds are contingent upon inspection of item(s) once we receive it.
There is a 15% restocking fee for returned items that are not being exchanged and are not damaged. Again you MUST contact us within 10 days if you intend to return ANY item back to our store. Items returned to us AFTER 10 days and WITHOUT contacting us will NOT be refunded.
Customer is responsible for all shipping costs if seller is not at fault.
We only accept returns of our accessories or mini clothing if there is a fault from our part; meaning that it does not fit the doll and if it is damaged on arrival. If this is not the case no refund is allowed.