Refund policy

At Dolls & Dreams, we want you to be delighted with your purchase. Please contact us at sales@dollsanddreams.com before returning any item. Returns sent without prior authorisation may not be accepted.

Change of mind, unsuitable fit or incorrect selection

We offer store credit for eligible change-of-mind returns, subject to the following conditions:

  • You must contact us within 7 days of delivery.
  • The item must be unworn, unwashed, unused and returned in its original condition with all tags and packaging attached.
  • The item must be free from marks, perfume, makeup, pet hair and other signs of wear.
  • Proof of purchase is required.
  • Return postage is the customer’s responsibility and is non-refundable.
  • Original delivery charges are not included in the store credit.
  • Store credit will be issued after the returned item has been received and inspected.

For hygiene and personalisation reasons, we do not accept change-of-mind returns for accessories, underwear, swimwear or custom-made products.

Final-sale items are not eligible for change-of-mind returns.

Faulty, damaged or incorrect products

Our products come with guarantees that cannot be excluded under the Australian Consumer Law.

If a product is faulty, unsafe, significantly different from its description or otherwise fails to meet a consumer guarantee, you may be entitled to a repair, replacement, refund or another remedy under Australian Consumer Law.

Please email sales@dollsanddreams.com with your order number, full name, a description of the issue and clear photographs where possible. We may need to inspect the product before confirming the appropriate remedy.

The seven-day change-of-mind period, final-sale exclusions and hygiene exclusions do not limit your rights under Australian Consumer Law.

Where a product has a major problem, you are entitled to choose a refund or replacement. For a minor problem, we may choose to repair the product, replace it or provide another appropriate remedy. Reasonable return-delivery costs will be covered or reimbursed where required by law.

Damage caused by misuse, improper care, normal wear and tear or failure to follow care instructions is not considered a product fault.

Colour and appearance

We make reasonable efforts to display colours accurately. Colours may vary slightly because of lighting, photography and individual screen settings. This does not limit your rights if a product is materially different from its description or images.

Starting a return

Email sales@dollsanddreams.com before sending anything back. If your return is accepted, we will provide:

  • Return instructions
  • The appropriate return address
  • Any required returns form or reference number

Please use a trackable delivery service and retain your postage receipt. For change-of-mind returns, responsibility for the parcel remains with the customer until it is delivered to us.

This policy does not exclude, restrict or modify any rights or remedies available under the Australian Consumer Law.