Refund & Replacement Policy

Last updated: July 15, 2026

At Happy Dolly, every item is individually handmade and personalized with care. We want you to feel happy and confident with your purchase.

If your order arrives damaged, contains a production error, is missing an item, or does not match the confirmed order details, please contact us so we can review the issue and provide an appropriate solution.

Because our products are custom-made specifically for each customer, we generally do not accept returns or exchanges for change-of-mind reasons.

1. Time Limit for Reporting an Issue

Requests involving damaged, defective, incorrect, or missing items must be submitted within 20 days of the carrier-recorded delivery date.

Requests received after this period may not qualify for a refund or replacement.

Please contact us using the email address or contact form listed at the end of this policy.

2. Information Required for a Claim

To help us review your request, please provide:

• Your order number

• The email address used to place the order

• A clear explanation of the issue

• Clear photographs or videos showing the product received

• A photograph of the entire product

• Close-up photographs of the affected area

• Photographs of the packaging and shipping label, where relevant

For missing-item claims, please include clear photographs of:

• Everything received in the package

• The outer packaging

• The complete shipping label

We may request additional photographs, measurements, videos, or information when reasonably necessary to understand the issue.

Claims submitted without sufficient evidence may take longer to review or may not be approved.

3. Damaged or Defective Products

A product may qualify for a remedy when it arrives with a material defect caused by production or transportation, including:

• Significant damage

• Loose or detached components

• Major stitching defects

• An incorrect product

• Missing personalized details that were confirmed with the order

• A substantial difference from the approved customization

• Missing items from the package

After reviewing the evidence, Happy Dolly may provide one of the following remedies:

• A repair solution

• A free replacement

• A partial refund

• A full refund for the affected item

• Store credit or another mutually agreed resolution

The appropriate solution will depend on the nature and severity of the issue.

4. Replacement Orders

When a replacement is approved, Happy Dolly will recreate the affected item according to the original confirmed order information.

Approved replacements will be produced and shipped at no additional product or standard shipping cost to the customer.

Please note:

• Replacement items cannot normally be redesigned or modified.

• A replacement is intended to correct the original issue, not create a new version of the product.

• The original personalization details will continue to apply.

• Normal handmade production and shipping times apply to replacements.

• Priority production from the original order does not automatically apply to a replacement.

• We may decline requests for additional changes that were not part of the original order.

In many cases, customers will not be required to return a defective personalized item. However, we reserve the right to request a return when reasonably necessary to investigate fraud, repeated claims, or a significant production issue.

If a return is required for an approved claim, we will provide instructions.

5. Handmade Variations

Every Happy Dolly product is created by hand. Small differences are a natural part of handmade craftsmanship and do not automatically mean that an item is defective.

Acceptable handmade variations may include minor differences in:

• Stitch tension

• Shape and proportions

• Facial expression

• Yarn texture

• Color placement

• Accessory position

• Measurements

• Small decorative details

Colors may also appear slightly different because of:

• Screen settings

• Lighting conditions

• Photography

• Yarn dye lots

• Material availability

Our dolls are artistic handmade interpretations of customer photographs. They are not intended to be exact photographic replicas.

We do not use a fixed “percentage difference” to judge claims. Instead, we assess whether the finished product is materially inconsistent with the confirmed order details and reasonable expectations for a handmade item.

6. Customer-Provided Information

Customers are responsible for carefully reviewing all order and personalization details before checkout.

Refunds and free replacements are generally not available when the issue results from incorrect or incomplete information provided by the customer, including:

• Incorrect names or spelling

• Incorrect photographs

• Poor-quality or unclear reference images

• Incorrect colors or product options

• Incorrect size selections

• Missing customization instructions

• Conflicting instructions

• Failure to respond to a request for clarification

• An incorrect shipping address

When possible, we may offer a discounted remake or reorder in these circumstances. Any discount is provided at our discretion and is not guaranteed.

7. Change of Mind

Because personalized products cannot normally be resold, we do not accept returns, exchanges, or refunds because:

• You changed your mind

• You no longer need the product

• The gift recipient did not want the item

• The product arrived after a personal event where the order was not guaranteed for that date

• You expected an exact photographic copy

• You selected the wrong option

• You approved customization details and later wanted a different design

Your cancellation rights before production are explained in our Cancellation and Modification Policy.

8. Improper Use or Care

Refunds and replacements are not available for damage caused after delivery by:

• Incorrect cleaning or washing

• Pulling, cutting, stretching, or crushing

• Exposure to fire, excessive heat, moisture, or chemicals

• Pet damage

• Child misuse or unsupervised handling

• Normal wear and tear

• Unauthorized repair or alteration

• Failure to follow product-care instructions

Decorative crochet products may contain small parts and should not be treated as toys unless the product listing specifically says otherwise.

9. Sale and Promotional Orders

Products purchased during a sale or promotion remain eligible for review when they arrive materially damaged, defective, incorrect, or incomplete.

However, sale pricing does not create eligibility for:

• Change-of-mind returns

• Exchanges for another design

• Refunds because a later promotion offers a lower price

• Retroactive application of a discount

• Cancellation after the applicable cancellation window

Promotional or priority-production fees may be non-refundable once the related service has started.

10. Shipping Delays

International tracking may temporarily stop updating while a parcel travels between countries, passes through customs, or transfers between carriers.

A package is not automatically considered lost simply because tracking has paused.

You may contact us for an investigation when tracking has shown no meaningful movement for:

• More than 20 consecutive days for orders being delivered within the United States

• More than 30 consecutive days for other international destinations

These periods are counted after the parcel has been accepted and scanned by the shipping carrier.

We may ask you to confirm the shipping address and contact the local delivery carrier before approving a replacement or refund.

11. Lost Packages

When a carrier or shipping partner confirms that a parcel is lost, Happy Dolly may offer:

• A free replacement

• A refund for the affected product

• Another appropriate resolution

A refund or replacement may not be approved when the delivery failure results from:

• An incorrect or incomplete address

• Failure to collect the parcel

• Refusal of delivery

• Unpaid customs duties or import fees

• Missing identification or tax information required by customs

• An unauthorized address change

• Failure to respond to the carrier

• The parcel being returned, abandoned, or destroyed because of customer inaction

Customers must cooperate with reasonable carrier investigations.

12. Packages Marked as Delivered

If tracking shows that your package has been delivered but you cannot locate it, please:

• Check your mailbox, entrance, porch, and parcel locker

• Ask household members or neighbors

• Contact building reception or management

• Contact the local delivery carrier

• Allow up to two business days in case the carrier scanned the parcel early

Please contact us if the package still cannot be found.

We will provide available shipping information and assist with a carrier investigation. However, a refund or replacement is not guaranteed when the carrier confirms successful delivery to the correct address.

13. Incorrect Shipping Address

Happy Dolly is not responsible for orders that cannot be delivered because the customer supplied an incorrect, incomplete, outdated, or invalid address.

If the package has not yet been shipped, we may be able to update the address when contacted within the applicable modification period.

After shipment, any address correction depends on the carrier and cannot be guaranteed.

If an order must be remade or reshipped because of an address error, the customer may be responsible for additional product and shipping charges.

14. Customs and Import Issues

Customers are responsible for providing any identification, tax number, customs information, or payment required by the destination country.

Refunds and replacements are generally not provided when a package is delayed, returned, refused, abandoned, or destroyed because the recipient:

• Did not pay customs duties

• Did not provide required information

• Did not respond to customs or the carrier

• Refused the shipment

Customs delays are outside Happy Dolly’s direct control.

15. Order Cancellations and Modifications

Orders may only be canceled or modified within the timeframe stated in our Cancellation and Modification Policy.

Currently, requests must be submitted within 1 hour of purchase.

After that period, an order may be locked for preparation or production and may no longer be eligible for cancellation or modification.

A request is not approved until Happy Dolly confirms it in writing.

16. Refund Processing Time

Once a refund is approved, it will be issued to the original payment method whenever possible.

Happy Dolly normally submits approved refunds within several business days. After submission, your bank, card issuer, PayPal, Shopify Payments, or other payment provider may require additional time to post the funds.

Most refunds appear within approximately 7–10 business days, but the exact timing is controlled by the payment provider.

Original currency-conversion differences, bank fees, or international transaction fees may not be refundable by Happy Dolly.

17. Fraudulent or Abusive Claims

We reserve the right to deny a claim when there is reasonable evidence of:

• Fraud

• Altered photographs

• False or misleading statements

• Deliberate damage

• Repeated abusive claims

• Duplicate refunds

• Chargeback misuse

• Failure to cooperate with an investigation

Submitting a false claim may result in cancellation of pending orders or refusal of future service.

18. Non-Waivable Consumer Rights

Nothing in this policy is intended to exclude or limit rights that cannot legally be excluded under applicable consumer-protection laws.

Where local law provides a mandatory remedy that conflicts with this policy, the mandatory legal right will apply.

19. Contact Us

To request assistance, a replacement, or a refund review, please contact:

Happy Dolly

Email: support@happydolly.com

Contact form: [Insert your Happy Dolly contact-page URL]

US Mailing Address:
1500 N GRANT ST STE N DENVER,
Colorado 80203
United States

Please include your order number and all required photographs or videos when contacting us.