Refunds & Exchanges

Bespoke Keepsake Dolls
Upper Dhali bespoke doll items are cut & made to order. An extensive design & creative process is undertaken with each order. Exchanges &/or refunds on these items do not apply once design approval has been received by Upper Dhali from the client.

Cancellation of your bespoke order prior to design approval will incur a $100 cancellation fee.

All made to order products are extensively photographed once completed. These images are sent to the client for approval and acceptance of your order. Should the customer find any finish unsatisfactory on receipt that was apparent at approval stage, all rectifications required are at customer cost, including postage.

Limited Edition Collection & Signature Collection
Cancellation of your order prior to shipping will incur a restock/admin fee of $50 per doll.

Faulty Items
Any claims for refund or exchange are to be received within 24 hours of receipt of your delivery. This time is determined by the time & date stamp as issued on your Australia Post or courier tracking advice webpage.

Please provide written advice by email and include details and clear photographs of the fault. If items are deemed faulty by Upper Dhali, we will rectify any problems associated with your product and repair or replace at our discretion. When the item is deemed to be faulty by Upper Dhali, I will rectify the issue at my own cost, including return postage if required.

Please know that all Upper Dhali products are thoroughly inspected, including detailed photographs, prior to packaging & shipping, to ensure no fault prior to leaving my studio.

International Customers outside Australia
Deliveries rejected by the client/receiver due to your country's customs fees & charges, will be returned to Upper Dhali. The client will be financially liable for ALL postage & handling fees incurred by Upper Dhali for the original route & return route, together with any further fees or charges for the safe return of the product. A restock/administration fee of $100 will also be payable. No monies will be refunded to the client until such time as the original item has been received in excellent condition by Upper Dhali.

Should the item be returned in a poor & unsaleable condition, no refund will be due to the client. 

Once your order has been shipped, Upper Dhali will accept no responsibility for loss or damage to your parcel. Please ensure that you upgrade your shipping to include insurance to cover these circumstances. Should your item be lost in transit, an investigation will be lodged with Australia Post to locate your parcel. No refunds or replacements will be considered until such time as notification from Australia Post has been received.

Acceptance of refund or replacement
Acceptance of refund or exchange requests will be advised within 3 business days. Where I do accept your refund or exchange request, please send your parcel, including the original packaging, by regular tracked postage including signature on delivery, within 2 business days. A refund will not be paid on any items that have been tampered with, have any retail seals broken, are not in their original packaging and/or are not in pristine condition.

The refund is for items only and it will not include any applicable delivery charges made by me or any return delivery charges incurred by you (unless deemed faulty).

Any items that are deemed by us as faulty or not as described, will be replaced or refunded in full, so long as you have contacted us by emailing me at within 24 hours of receiving the items - please quote your Order Reference and providing a list of what items are faulty or not as described.

Any refunds will be processed within 7 business days on our receipt of returned items. We will refund you via the original method used to pay for your items.

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