Refunds & Exchanges Policy
We care about our customers, and your happiness is our priority. We’re confident you’ll love our products, but sometimes things go wrong. If there is an issue with your order, please get in touch with us — we are always happy to help.
Portrait Doll Service & Made To Order
These items are cut and made to order. The customer approves each design detail before commencement. In line with Australian Consumer Law, change-of-mind refunds are not offered for made-to-order items. However, we are dedicated to the creative process to ensure every small detail is perfect, and the work is complete only once customer satisfaction is 100%.
Ready to Ship Dolls
We offer a 100% happiness guarantee. If you aren't completely happy with your Ready to Ship purchase, please contact us within 7 days of delivery to discuss your options.
Faulty Items
We thoroughly inspect and photograph all items before they are shipped to ensure quality. This does not limit your rights under the Australian Consumer Law.
- Claims must be received within seven (7) days of delivery (based on Australia Post tracking).
- Please provide written advice via email, including clear photographs of the fault and the original outer packaging.
- If an item is deemed faulty, Upper Dhali® will repair, replace, or rectify the issue at our own cost, including return postage.
International Customers (Outside Australia)
Deliveries rejected due to non-payment of customs fees will be returned to Upper Dhali®. In these instances:
- The client is financially liable for all original and return postage fees.
- A restocking/administration fee of $100 AUD will apply.
- Refunds are only processed once the item is received back in its original, saleable condition.
Refund Processing Timeframe
Once processed, please allow 5–10 business days for domestic refunds and 10+ business days for international refunds to appear in your account, depending on your financial institution.
Updated: 16 January 2026