Return policy

Return Policy for Doll Clothes & Keychains

At DIYBOX, we want you to love your purchase of doll clothes (e.g., knit sweaters, plaid skirts, overalls) and keychains (plush, cartoon, or resin styles). If an item doesn’t meet your expectations, we’re here to help with a straightforward return process. Please read the following terms carefully to understand eligibility, timelines, and steps for returns or exchanges.

1. Eligibility for Returns & Exchanges

To qualify for a return or exchange, items must meet all of the following conditions:

  • Timeframe: You must request a return or exchange within 14 calendar days of receiving your order. We cannot accept requests made after this period.
  • Condition: Items must be in their original, unused state—no signs of wear, damage, washing, or modification. For doll clothes: tags must remain attached, and fabric must be free of stains, snags, or wrinkles from use. For keychains: plush materials must be unstained and unflattened, resin parts must be scratch-free, and keyrings/attachments must be intact (no bent or broken components).
  • Original Packaging: Items must be returned in their original packaging (e.g., plastic sleeves, gift boxes) whenever possible. This helps protect items during transit and confirms they’re genuine.
  • Exceptions: The following items are non-returnable and non-exchangeable:
    • Custom or personalized items (e.g., doll clothes with custom embroidery, keychains with personalized engravings).
    • Clearance or “final sale” items (marked as “No Returns” on the product page).
    • Items damaged due to improper use (e.g., doll clothes torn from rough handling, keychains broken from dropping).

2. How to Request a Return or Exchange

Follow these steps to start a return or exchange:

  1. Contact Our Support Team: Reach out via email at tatasa1@163.com or phone at +86-13128526321 with the subject line “Return/Exchange Request.” Include:
    • Your order number (found in your order confirmation email).
    • Photos of the item(s) (showing tags, condition, and any issues, if applicable).
    • A brief explanation: Are you requesting a refund, exchange for a different size/style, or replacement (for defective items)?
  2. Receive Return Authorization: Our team will review your request within 2 business days. If approved, we’ll send a Return Authorization (RA) Number and a pre-filled return shipping label (for U.S. orders) or a discounted shipping link (for international orders). Write the RA Number on the outside of your return package—packages without an RA Number may be rejected.
  3. Ship the Item Back: Pack the eligible item(s) securely (use the original packaging if possible) and attach the provided shipping label. Drop off the package at the designated carrier location (e.g., USPS, FedEx). For international returns, you’re responsible for covering shipping costs (we cannot provide pre-paid labels for international returns).
    • Note: Keep your return shipping receipt—this helps track the package and proves delivery.

3. Refund Process

Once we receive and inspect your returned item(s) (usually within 3–5 business days of delivery to our warehouse):

  • We’ll confirm if the item meets our return conditions.
  • For approved refunds: We’ll process a refund to your original payment method (e.g., credit card, PayPal). Refunds typically take 5–10 business days to appear in your account, depending on your bank or payment provider’s processing time.
  • For partial refunds: If only some items in your order are returned, we’ll refund the cost of those items (minus any non-refundable shipping fees for orders under $30).

4. Exchange Process

If you requested an exchange (e.g., a different size of doll overalls, a new style of plush keychain):

  • We’ll check if the desired exchange item is in stock. If it’s out of stock, we’ll offer you a refund or the option to wait for restocking (with no extra charges).
  • Once your returned item is approved, we’ll ship the exchange item to you for free (U.S. orders only). For international exchanges, you’ll only pay the initial return shipping cost—we cover the cost of shipping the new item to you.
  • Exchange items are subject to the same shipping times as regular orders (see our Shipping Policy for details).

5. Defective or Incorrect Items

If you receive an item that’s defective (e.g., doll clothes with loose stitching, keychains with broken keyrings) or incorrect (e.g., you ordered a red doll skirt but received a blue one):

  • Notify us within 7 calendar days of receiving your order (include photos of the defect or mistake).
  • We’ll send a free replacement item (if in stock) or issue a full refund—no need to return the defective/incorrect item (we may ask you to discard it to avoid shipping hassle).
  • For international orders with defective/incorrect items: We’ll cover the cost of shipping a replacement to you, or provide a full refund including any shipping fees you paid.

6. Shipping Costs for Returns

  • U.S. Orders: We provide pre-paid return shipping labels for approved returns/exchanges (no cost to you) if the request is due to our error (defective/incorrect items) or if the item doesn’t meet your expectations (e.g., wrong size). For returns of non-defective items where you simply changed your mind, we deduct a $3.99 shipping fee from your refund (to cover the cost of the pre-paid label).
  • International Orders: You’re responsible for all return shipping costs, regardless of the reason for return. We cannot refund international shipping fees for returns.

7. Lost or Delayed Returns

  • If your return package is lost in transit: Provide your return shipping receipt to our support team—we’ll work with the carrier to locate it. If the package is confirmed lost, we’ll process a refund or send a replacement (at your choice).
  • If your return is delayed: Contact the carrier with your tracking number for updates. Our team can also help follow up with the carrier if needed.

8. Questions?

If you have more questions about returns, exchanges, or defective items, contact our support team at [your support email] or [your support phone number]. We’re here to help make the process as smooth as possible!