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SHIPPING & RETURN POLICY

REFUND, RETURN & EXCHANGE POLICY

  • Please note that all pictures are for illustration purpose only and actual products may vary due to product enhancement or change. The real products should be considered as final.

  • All customisation couture services must agree and sign our ‘Customisation Indemnity Agreement’. For any disputes, a full refund can be applied by sending an email to Info@glamondoll.com .

  • No refunds or returns for any confirmed orders.

  • We have carefully checked and ensured the quality and condition of every GlamOn couture doll and its styled dress and accessories before shipment. However, if you discover any damaged and faulty product, please immediately notify us via email with a clear photograph of the damaged and faulty product within 5 days after receiving them. We will carefully review our internal process as well as our courier delivery process and make necessary adjustments to avoid a similar situation from happening. Depending on the situation, case-by-case, we will also provide parts for exchange.

  • GlamOn reserves the right to reject all unreasonable exchange requests.

  • In case of any disputes, the decision of GlamOn shall be final and binding.

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SHIPPING

  • We ship all over the world! To see what it will cost to ship an order, simply add item(s) to your cart and select your country or region at checkout. Please note that the shipping costs calculated online reflect pricing through the Hong Kong Postal Service or SF Express, depending on the location. 

  • Orders are usually processed as soon as possible, however, since every creation is handcrafted, we will appreciate your kind understanding and patience. Our atelier operates from Mondays to Fridays during standard business hours (GMT+8 time zone), except on public holidays. Kindly note that we will do our best to keep shipping delays at a minimum.

  • We understand living situations can change and people can move during our production period. If so, please send us an email at Info@glamondoll.com with your updated shipping address with your order confirmation number as soon as possible so we can update our system before shipment. Kindly note that we won’t be able to amend the address after the parcel has been shipped out. 

  • All orders are carefully and securely wrapped in bubble wrap with a hard cardboard box on the outside, which keeps your item(s) safe during shipment. 

 

 

CUSTOMS AND TAXES

  • ­All import duties, taxes, and any other shipping fees are the responsibility of you, the consignee.

  • Each region has different customs and tax regulations, buyers are responsible for any surcharges, taxes and/or register import license for the product(s) according to the laws and regulations of the shipping destination.

  • These surcharges and taxes are not included in the final price shown on the invoice. Taxes and other related costs/surcharges depend on the laws and regulations of the shipping destination and are not within the control of our online store. These surcharges and taxes must be borne by the buyer and GlamOn will not be held liable or bear any legal responsibility for the application and related fees. Should you have any questions about the import tariffs, laws and regulations of the shipping destination, please check and contact the local customs and authorities.

 

 

UNDELIVERABLE ORDERS

  • Buyer will need to bear the additional shipping and handling fees for their returned orders due to reasons including but not limited to the invalid delivery address, no recipients after multiple deliveries, recipient's refusal to provide identification documents for verification purpose or recipient's rejection to receive packages…etc.

  • Please ensure that the buyer or the recipient can sign for the package delivery as GlamOn will not bear any responsibilities for the loss and damages after the package has been signed for. Buyer can choose to use locker services at their discretion but GlamOn will not bear any responsibilities for any relating loss or damages.

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LOST DOLLS

  • In an unfortunate situation, where your doll is lost and could not be tracked with your shipment tracking number (which is highly unlikely), we will first file an international search claim. We ask you to do the same, as pressure from both sides seems to lead to the best outcomes. We are typically told that an outcome should come in 30 something business days.

  • Should your doll be found during that time -  that's would be wonderful! If not, we will quickly remake your order free of cost. We simply ask for proof that you have filed a search claim on your end and that the doll really could not be found.

  • However, please understand there is an unavoidable production wait again but we promise to prioritise your order and hope to have your doll in your hands as soon as possible.

 

GlamOn has the right to change, update, add and/or delete its policies, terms and conditions at its discretion without notifications. 

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