Refund policy

Refund & Return Policy

No Returns / No Refunds

All items are handmade with care and inspected thoroughly before shipment. Due to the handmade and limited nature of our products, we do not accept returns or offer refunds.

Each piece is unique. Minor variations in texture, color, or finish are part of the handmade process and are not considered defects.

By placing an order, you acknowledge and agree to this policy.

⸻

Damages, Defects & Incorrect Items

Please inspect your order immediately upon receipt.

If your item arrives:

• damaged,

• defective, or

• incorrect,

you must contact us within 7 days of delivery at stellarudoll@gmail.com, including clear photographs of:

• the item,

• the packaging, and

• the shipping label.

We document every item with photographs prior to shipment to confirm its condition before dispatch.

If a valid issue is confirmed, we will work with you to find a fair solution. Depending on the situation, this may include repair or replacement. Refunds are not guaranteed and remain at our discretion.

⸻

Shipping Responsibility

Once an order has been carefully packaged and handed over to the shipping carrier, the risk of transport passes to the buyer in accordance with Swiss law.

We are not responsible for delays, loss, or damage caused by the shipping carrier. However, we will gladly assist you in filing a claim with the carrier where possible.

⸻

Exchanges

We do not offer exchanges. If an exceptional replacement is approved due to damage or defect, this will be handled individually through direct communication.

⸻

Contact

If you have any questions or concerns regarding your order, please contact us at:

stellarudoll@gmail.com

We value open communication and will always do our best to find a reasonable and respectful solution.