Frequently Asked Questions

collage of handmade dolls by Upper Dhali personalised to look like you
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Shipping Questions

We ship worldwide. Shipping is via Australia Post International Service and includes tracking, insurance and signature on delivery (dependent on country).

More Information on shipping and delivery.

We ship using Australia Post and offer both standard and express shipping.

$15 Standard + tracking + signature + insurance
$18 Express + tracking + signature + insurance

$35AUD 1 x doll Standard + tracking + signature + insurance

More shipping costs can be found on our
shipping page.

Limited Edition dolls ship within 2 business days of purchase.

Made to Order dolls have varying lead times (between 2 and 8 weeks) and are noted on each product.

• Standard shipping with Australia Post approx. 2 - 10 business days
• Express Post approx. 2 - 5 business days

• Standard shipping with Australia Post approx. 7 - 14 business days
• Express Post approx. 2 - 7 business days

Shipping timeframes may vary. Up to date information can be found at
Australia Post.

  • Ready to Post items are secured into a sturdy shipping box and lined with tissue paper; this box is covered with protective wrapping and shipped in a courier satchel.
  • Little Dhalings & Multicultural dolls are secured into a sturdy shipping box and lined with tissue paper; this box is covered with protective wrapping and shipped in a courier satchel. Gifting boxes are available to purchase for an extra fee.
  • Personalised Portrait dolls are secured into a white gifting box and personalised with your message of choice. The boxes are wrapped in a protective cover and shipped in a courier satchel.

Handling times are
two business days after payment (or order approval if your item is Made to Order). Express Posting options are available at checkout and we recommend choosing this option at checkout if you are in a hurry.

Contact our office to advise.
• Upon receipt of advice, an investigation will be lodged with our shipping provider.
• No
refunds or replacements will be issued until confirmation is received from our shipping provider to advise of parcel status.

Materials Information

  • 100% quality cotton fabric is used for the body of the doll.
  • Cotton embroidery floss for hand embroidered details
  • We use hypoallergenic eco fill to stuff our dolls.
  • Branded & engraved Upper Dhali®authenticity charm on bracelets (Gold, Rose Gold or Silver - depending on doll type)

All materials used in the individual creation of each doll are outlined in each product description.

This is a beautiful way to commemorate your memories even further and is the perfect sentimental addition.

Working previously with wedding dresses, 40 year old fabrics & children’s favorite clothing items, I can work with any fabrics or materials you like.

This service is only available for the
Portrait Doll range of personalised dolls.

Yes I will. This option is only available for the
Personalised Portrait Dolls. These items need to be shipped to me already prepared for inclusion. Contact us to discuss this option further.

I get asked this question
every. single. day. After many tears, material trials & recipe changes, it took 6 years of dedication to perfect them to the heirloom quality I was wanted to be confident they would last.

But it's like the KFC chicken secret spices - nobody will ever really know - it's secret ;)

If you, or who you are purchasing for, have any allergies and you are concerned about materials used in manufacture, please
contact us and we will recommend a doll to suit based on your allergies or material requests.

Doll Information

Little Dhalings and Multicultural Heritage semi-custom dolls are replicated in design, however, are personalised for each customer.

Limited Edition dolls are one of a kind; some design aspects may be repeated, however each doll will not be identical to another.

I have
10+ years consulting with my clients to best design the doll of their dreams. Book a free consultation to start the process.

handmade keepsake doll differs in price depending on the service and style of each doll.

Generally prices range between
$249 AUD & $899 AUD.

If you see some behind the scenes images on our
Instagram or Facebook pages, please send us a message to reserve.
20% non-refundable deposit by way of our Lay-By service is required to secure.

These dolls have been finished and ready to post, so unfortunately
no changes can be made.
You are welcome to
contact us to order one similar with the changes you require.

  • All dolls are created with great attention to detail and we know they meet the highest of standards. Because of this, we offer a 100% Happiness & Quality guarantee on all of our keepsake dolls + a 5 year manufacturing warranty against faults. We are 100% dedicated to ensure you receive a high quality product that you are proud to own.

New additions to the
Limited Edition collection of character and seasonal dolls are released on the 1st of each month.
These are made to a
theme chosen by Upper Dhali®.

2 x new semi-custom dolls are released each month - one for each Little DhalingsMulticultural Heritage collections.

New monthly designs are released to our email subscribers first.

Personalised & custom orders are what we do best!

Choose from our
Portrait Doll ultimate bespoke experience or one of our Little Dhaling or Multicultural pre-made designs and personalise your way.

If you have an
urgent order or are wanting to purchase with a particular date in mind, please contact us for availability prior to ordering.

Our handmade dolls are
ornamental keepake display items.
Keep out of direct sunlight and damp areas
• Hairstyles are not recommended to be brushed
• If storing in a keepsake box, ensure they are
secured in the ribbon provided so as not to damage delicate details and eyelashes.

  • Our range of handmade dolls comply with Australian voluntary & mandatory safety standards

Upper Dhali® dolls are exclusively designed & created by Louise Peters (Lou).
There are a team that cut & sew keepsake doll elements, however I guarantee that
every stitch, stuffing, hand embroidered face is all made by Lou.
This greatly
limits the quantity of dolls I create each year, so I thank you for your understanding on product limits.

Questions About Your Order

My studio is well stocked with many choices of materials. From time to time there may be a requirement to purchase more supplies due to client requests, however these will be advised before the creation process.

  • Please contact us with any rush order requests so we can advise if our creating schedule permits.
  • Handling times are two business days after payment.
  • If you have purchased a Made to Order item, your order will be posted within two business days of approval.
  • Express Posting options are available at checkout and we recommend choosing this option to reduce shipping times.

don't refund due to change of mind. For more information, please read our Refund Policy.

  • Ready to ship dolls have a number of photographs on the product website listing to show detail. We do not send more photos unless requested.
  • Made to Order dolls have an extensive gallery of images which are sent to the client to review and approve prior to postage.

Changes to your order can only be made prior to shipping. Please
contact us as soon as possible.

General Questions

So much information is required to answer this question. I will write a blog post and link it here when I've finished writing it xx

We accept Paypal, Credit Card, American Express, Bank Deposit, ApplePay & GooglePay.

Buy now pay later options are also available: AfterPay & Zip.

An 8 week
Lay-by service is also available.

So much information is required to answer this question. I will write a
blog post and link it here when I've finished writing it xx

Yes we have a range of products available for wholesale customers. We can also design an exclusive range for your store based on your customer.
Please complete our Wholesale Enquiry form to discuss how you can become a stockist.

We are working on them ♥ Hopefully, if everything goes to plan, we will release these in the
latter half of 2023.

Yes, in fact I
encourage you to by booking a free consultation prior to ordering ♥

From time to time we do offer
promotions and sales. The best way to stay up to date is to sign up to our newsletter.

Gift Card Questions

36 months from the date of purchase

gift cards can not be redeemed for cash.