Specializing in high quality Dolls and Doll Supplies for customization and restoration
Bbeauty Dolls
FREE SHIPPING IN THE U.S. ON ORDERS OF $75 OR MORE
RETURN POLICY
CUSTOM OR MADE TO ORDER ITEMS
Custom or made to order items are personalized for the customer and therefore are not returnable. However we want our customers to be delighted and excited for all custom made and made to order items. So if there is an issue with the order, contact us to discuss the issue and we will come to a solution for you.
DEFECTS OR INCONSISTENCIES ON WIGS
Our wigs are assembled in a factory by a team of assemblers that produce our orders. We work hard to ensure that all wigs are produced at the highest level, but imperfections may occur during production that we may not be aware of. We do not unpackage each and every wig and try it on a doll prior to fulfilling orders, so it is possible that a customer may discover an imperfection when placing on their doll's head. Since you do not need to glue a wig down to try it on your doll, we highly recommend taking the wig out of the package and trying it on your doll, placing it how you want it to sit on the head and looking it over before you apply any glue. If you discover any inconsistencies or defects, simply take a picture of the problem and send it to us and we will issue you a return label. Put your unused wig back into it's original packaging, pack it up and send it to us and we will either issue you a full refund or exchange it for a new wig. If a customer was inconvenienced with an imperfect wig, we ensure that the replacement wig doesn't have the same issue prior to sending it out to the customer. Defective wigs are pulled from inventory permanently, we do not put them back into stock and are forwarded to our factory for replacement.
USED OR ALTERED WIGS
If you mistakenly glue your wig on before looking it over, you still have options. Our doll hospital can often repair a wig gone wrong if you cut it crooked or glued it wrong, or maybe discovered something you didn't see before. We want all customers to be satisfied with their doll's final look, so even if a return of the wig isn't possible because it's now permanently attached to your doll's head, we can still assist you by providing free doll hospital service to correct any imperfections in our products, and low cost service to correct any customer caused issues in placement or haircuts.
REFUND POLICY
We are happy to accept returns on any wigs purchased within 14 days of purchase for a full refund or exchange if you wish. Exchanges can be for the same wig or for a different wig at the same purchase price. Returns of wigs must be in their original packaging and with their original styling in tact. If you have cut, glued, or altered your wig, we are not able to take it back.
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Just as with any retail store, if there is a problem with your purchase, you do need to bring it in, or return it for us to be able to correct the problem or issue a refund. You may not keep, use, or discard a product and demand a full refund. This is like showing up to a store with a receipt and no product to return.
TRANSIT PROBLEMS AND DELAYS
When an order leaves our location, it is in the service carrier's hands and sometimes it can feel like forever to receive something. Sometimes a package will have a delay in transit or a problem. So here are some helpful hints.
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- Truck delays. Can sometimes happen if the carrier loads the package mistakenly on the wrong truck or to the wrong sorting facility for the destination. In these cases the package has to be re-sorted and backtracks to the correct hub and then the correct truck can take it to the destination. This is a carrier delay and not a lost package. The original package is still coming to you, but the transit time is longer because of the error.
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- Weather delays. Carriers always want their drivers to be safe and not drive in hazardous or intense weather conditions. If there is a weather issue either on the way to you or at the destination, they may hold packages until the weather issue has passed. This is a carrier delay and not a lost package. The original package is still coming to you, but the transit time is longer because of the weather.
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- Flight delays. This can happen as a package travels to far destinations often found in international packages. Note that packages are loaded onto cargo planes or into cargo space. Packages may end up on an airport waiting for a flight to the destination or the space on a plane for undetermined lengths of time. There is often only a scan at an airport until a flight is determined and then a new scan once the package is loaded. The wait time in between scans can sometimes make a customer think that the package is lost or stuck, but really it's just waiting for availabilty. This is a carrier delay and not a lost package. The original package is still coming to you, but the transit time is longer as it waits for availability.
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- War and Acts of God - Often lumped into weather delays, Acts of God is something no one can expect where a destination or transit to a destination is halted because something has stopped the service from continuing. This includes war, where often postal mail halts until it is safe to resume. Packages are held until it's safe to resume. These packages are not lost and they are not returned to us, they are held until delivery is available.
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What to do if your package is stalled.
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Please report any delays in transit if no scan happens after 5 days so we can investigate the reason behind the delay. Very few packages are actually damaged or lost, but delays can often mislead a customer to think that their package is lost if it takes a while to reach them. Products must be returned to us in order for customers to receive a refund, or it must be declared as lost and not still in transit by the carrier in order for a refund to be issued. The reason is that late shipments still get delivered. If we are not able to solve an issue with a package, the customer will receive a refund or reshipment and we will battle it out with the carrier.
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Bad Customer Behavior
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We understand that delayed and lost packages can be frustrating and unpleasant, but understand also that Bbeauty Dolls also finds it unpleasant when we've sent products out and they haven't been received. We maintain professionalism and respect in helping find out the answers and resolve your issues as quickly as possible. Our staff does not appreciate when that professionalism and respect is not returned by a customer. Ultimateums, entitledness, rude or aggressive behavior, tantrums, name calling, dishonesty, bullying, or overly dramatic embellishments are not tolerated and can result in the cancellation of your account with us. We treat customers with respect and we expect customers to act in a respectful and professional manner at all times. This will ensure that you get the quickest and most efficient answer to any issues you might be experiencing with your order's arrival.
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