Return Policy

1. Your Right to Cancel (EU Consumer Rights)

Under the EU Consumer Rights Directive, you have the right to cancel your order within 14 days of receiving your item, without giving a reason. To exercise this right, please notify us within that period by contacting us at adele.pozelaite@gmail.com

Once we receive your cancellation notice, you have a further 14 days to return the item to us.

2. Important Exception - Custom & One-of-a-Kind Items

Please be aware that most dolls in this shop are one-of-a-kind (OOAK) handmade art pieces. Under EU law (Article 16(c) of Directive 2011/83/EU), the right of withdrawal does not apply to goods made to a consumer's specifications or clearly personalised items.

If your doll was made to order or customised to your request (e.g. specific colours, name, likeness, or other personalisation), it is not eligible for return unless it arrives damaged or faulty.

Ready-made (non-custom) OOAK dolls listed in the shop are eligible for the standard 14-day cancellation right.

3. Condition of Returned Items

Items must be returned in their original, undamaged condition - unused, in original packaging, with all accompanying materials. You are responsible for the return shipping cost and for ensuring the item is securely packaged. We recommend using tracked and insured postage, as we cannot accept responsibility for items lost or damaged in return transit.

4. Refunds

Once we receive and inspect the returned item, we will process your refund within 14 days. The refund will be issued to your original payment method. Original shipping costs are refunded only if the full order is returned.

5. Damaged or Incorrect Items

If your item arrives damaged, defective, or is not what you ordered, please contact us within 14 days of delivery with a description and photographs of the issue. In such cases, we will offer a replacement, repair, or full refund including return shipping costs, in accordance with EU consumer law.

6. Non-Returnable Items

The following cannot be returned:

  • Items that show signs of use, damage, or alteration after delivery

  • Custom/personalised orders (see Section 2)

  • Items returned without prior notification

7. How to Start a Return

Contact us at adele.pozelaite@gmail.com with your order number and reason for return. We will respond within 2 business days with instructions.