We’ve answered our most commonly asked questions below. If you’re still unsure after reading through, we’re always happy to help.
Shipping Questions
Do you ship to international addresses?
We ship worldwide via Australia Post International Service. All shipments include tracking, insurance and signature on delivery (dependent on country).
What are your shipping costs?
Shipping costs vary based on your location and order value.
Australia: Express shipping from $15 AUD, including insurance and signature on delivery.
International: Shipping from $40 AUD, with both standard and express options available.
Final shipping rates are calculated automatically at checkout.
View full Shipping & Delivery details
When will my order be shipped?
Limited Edition dolls ship within 2 business days of purchase.
Made to Order dolls ship within 2 business days of approval.
How long does shipping take?
Australia
Standard: 2–10 business days
Express: 2–5 business days
International
Standard: 7–14 business days
Express: 2–7 business days
How is my handmade doll packaged for shipping?
Ready to Post items are secured in a sturdy shipping box lined with tissue paper and shipped in a courier satchel.
Little Dhalings & Multicultural dolls are shipped securely, with gifting boxes available as an optional upgrade.
Personalised Portrait dolls are shipped in a white gifting box personalised with your chosen message.
I need my order in a hurry – is that possible?
Handling times are two business days after payment (or approval for Made to Order items). Express Post is available at checkout and recommended if you are in a hurry.
My order was stolen or damaged. What can I do?
Please contact us as soon as possible. An investigation will be lodged with the shipping provider. Refunds or replacements can only be issued once the parcel status is confirmed.
Materials Information
What are your dolls made from?
100% cotton fabric bodies, cotton embroidery floss, hypoallergenic eco fill, and an engraved Upper Dhali® authenticity charm. Materials for each doll are listed in the product description.
Can you use my fabric?
Yes — this service is available for Portrait Dolls only and is a beautiful way to commemorate meaningful garments or fabrics.
Will you use DNA inclusions?
Yes. This option is available for Personalised Portrait Dolls only. DNA items must be supplied already prepared. Please contact us to discuss.
I have allergies — can you accommodate this?
If you or the recipient have allergies, please contact us and we will recommend a suitable doll based on materials used.
Doll Details
Do you replicate your doll designs?
Semi-custom dolls are replicated in base design but personalised for each customer. Limited Edition dolls are one of a kind.
What are your prices?
Prices generally range from $349 AUD to $1,149 AUD depending on the style and level of customisation.
Do you have a warranty?
All Upper Dhali keepsakes are backed by a 5-year manufacturing warranty and crafted to be loved across generations.
Where are your dolls made?
All dolls are designed and handcrafted in Australia by Louise Peters (Lou), with every face embroidered and finished by hand.
Order Questions
How long does it take to make a custom order?
Little Dhalings: 2 weeks
Multicultural Dolls: 4 weeks
Portrait Dolls: 6–8 weeks
Wedding Dress Keepsake Dolls: varies by design.
Do you offer refunds?
We do not offer refunds for change of mind. Please refer to our Refund Policy for full details.
How do I make a change to my order?
Changes can only be made prior to shipping. Please contact us as soon as possible.
Gift Card Questions
How long are gift cards valid for?
Gift cards are valid for 36 months from the date of purchase.
Can gift cards be redeemed for cash?
No — gift cards cannot be redeemed for cash.
Still Have A Question?
We Are Here to Help
If you couldn’t find what you were looking for, you’re very welcome to get in touch.
Get In Touch