REFUND & RETURN POLICY

DAMAGED/DEFECTIVE PRODUCTS

If Customers and/or Brand Ambassadors (“BA’s”) receive a damaged or defective item, they must contact our customer service team within fourteen (14) days from the time of order by emailing support@dollhouseglobal.com.

• Customers/BA’s must provide pictures and a video of the damaged package, along with their order number.
• After examining each request, we will then exchange one product/SKU per purchase free of charge.

 

REFUNDS

We will refund Customers/BA’s original payment method within fourteen (14) business days. Unfortunately, we cannot refund original shipping charges. In order to receive a full refund, Customers/BA’s must return all items in their order sealed in the original packaging.

• If Customers/BA’s order a Kit or bundle, all items must be sent back sealed for a full refund.
• Kits or bundles must be complete and sealed to be eligible for a refund. We do not accept returns of partial Kits.
• If Customers/BA’s purchase our Products via Shop Pay with installments and would like a refund, they must email our customer service team at support@dollhouseglobal.com.
• Customers/BA’s will be refunded the total amount of successful payments paid to Affirm. We reserve the right to refuse a refund request if it does not comply with our policies.
• Membership fees are only refundable if Customers/BA’s elect to cancel their membership within thirty (30) days of signing up. Thereafter, Membership fees shall be non-refundable.
• BA’s shall be entitled to a maximum refund amount of $350 within a 30-day period. Customers shall be entitled to a maximum refund amount of $150 within a 30-day period.

Package Protection is an optional and additional fee based on the Customer/BA’s order amount.

• Protection can range from $3.00 USD to $10.00 USD, and automatically covers eligible orders for a one-time reshipment. Only one (1) replacement will be sent.
• Package Protection means that Customers/BA’s can request a replacement of their order if: (i) Customers/BA’s didn’t receive their order, (ii) the product was stolen, or (iii) the product arrived damaged or different than described on our website.
• Package Protection only includes a one-time reshipment of the package as originally ordered.
• Package Protection requests must be exercised within fourteen (14) days of purchase.
• Package Protection fees are non-refundable.

RETURNS

 

We want you to love your lashes and are here to help you troubleshoot any problems you’re having. We have put together video tutorials for you that can walk you through the application and removal process. We have a great list of Tips & Tricks you can review on our FAQ page. And if you are still needing more assistance, always reach out to our Dream Team for additional support. 

• All unused items that are sealed in the original packaging are eligible for a return or exchange within thirty (30) days of purchase. To initiate a return, please email us at support@dollhouseglobal.com.
• All Kits being returned must be complete with all items originally included and must be sealed. We cannot accept returns of any partial Kits with missing or unsealed items.
• Return shipping costs will be deducted from Customer/BA refunds if they receive a return label. 
• Customers/BA’s must ensure that any items being returned are in their original packaging. Items returned without the original packaging will not be accepted. 
• Customers/BA’s must send back their product(s) within seven (7) days of initiating a return.

Return policies will be determined by each individual Doll House Brand Ambassador for Products purchased directly from said Ambassadors. Doll House cannot issue refunds or exchanges for Products purchased outside of www.dollhouseglobal.com.

EXCHANGES

• All unused items that are sealed are eligible for an exchange within thirty (30) days of purchase. Exchanges will be sent out upon receipt of the original items. Please email support@dollhouseglobal.com to initiate an exchange.
• Customers/BA’s must ship back their item(s) with their original packaging in order to be eligible for an exchange. Items returned without the original packaging will NOT be accepted. In order to exchange items included in Kits, Customers/BA’s must return the Kit in entirety with all items originally included.
• Customers/BA’s are only allowed to exchange their order once. Customers/BA’s can only make exchanges for items of equal value. If Customers/BA’s choose to exchange for an item of greater value, they must pay the rest of the balance. 
• Subscriptions are non-refundable but can be exchanged within thirty (30) days if they are unused and sealed in the original packaging. 
• Exchanged items are not eligible for return or refund.

Items that are NOT eligible for exchanges include:

• Items purchased outside of www.dollhouseglobal.com or www.urbandollzz.com; 
• Free gifts, sales or promotional items;
• Store gift cards;
• Items marked as “final sale”; and
• Shipping charges are non-refundable.
• All pre-orders are final sale and non-refundable.

MISCELLANEOUS

 

If Customers/BA’s experience any allergic reactions in connection with our Products, they must return the Products within fourteen (14) days in order to receive a refund. In addition, any Kits being returned in connection with allergic reactions must be complete with all items originally included.

For every return, Customers/BA’s are responsible for shipping the Product(s) back to us.

• An RMA code will be provided to Customers/BA’s along with other return information in order to authorize the return.
• Once received, Customers/BA’s must write their RMA code on a piece of paper and include it inside of their return package.
• Once reviewed by our fulfillment team, we will issue a refund.
• If Customers/BA’s do not include the RMA code inside of their return package, no refund will be issued.

If Customers/BA’s would like to change the lash style in their Subscription, notification must be given sixty (60) days prior to the cycle payment date.

• All Subscription orders are final sale.
• Cancellations must be done before the monthly payment date is due.
• While Subscriptions are cancelable, they are non-refundable.
• Once an order has been processed and delivered, Subscription items cannot be: (i) refunded, or (ii) returned. 

 

If Customers/BA’s have any additional questions, please contact us at support@dollhouseglobal.com.