Policy

All returns and exchanges must be initiated strictly within fourteen (14) days from the purchase date or the date order is received.

Walk-in exchanges or returns will not be processed immediately. Exchanges are limited to once per order or in-store purchase.

Please inform us via WhatsApp here before proceeding with any returns or exchanges. Kindly provide the following details:

Order Number (for online orders) / Mobile Number (for in-store purchases)

Item to be exchanged or returned

Attach supporting images

Our Doll Team will assist you within 1-2 working days and may request for your item to be brought down to our physical store for inspection. A final inspection will be conducted to ensure items are in their original condition before processing. Exchanges takes 2-3 working days to process, excluding delivery time, and are subject to stock availability.

Terms & Conditions

All items purchased during sales, including those using promotional codes, in-store promotions, and any BNPL merchant in-app promotions, are not eligible for Returns & Exchanges.

Transactions made using Doll Points or store credits cannot be returned or exchanged. Due to hygiene considerations, lashes and cosmetics cannot be returned or exchanged.

Returned items must be unused, unopened, and have their original labels attached.

Products excluding contact lenses, with an expiration date of less than 6 months are not eligible for Returns & Exchanges.

Contact Lenses may only be exchanged or refunded if they are defective or if a change in

prescription is verified by our in-house optometrist. Contact Lenses with an expiration date of less than 10 months are not eligible for Returns & Exchanges

Refund Policy

We do not issue cash refunds; all refunds are issued in the form of store credits valid only for use on our online store.

Notification of your store credit refund will be sent via WhatsApp within 2-3 working days of receiving the returned item.

If you are returning an item from an order that included a free Gift With Purchase (GWP) and the order value falls below the GWP qualifying amount after the return, the redeemed GWP must also be returned. Failure to return the GWP will result in charges based on its market value.