Refunds & Exchanges

Portrait Doll Service & Made To Order
These items are cut & made to order. An extensive design & creative process is undertaken with each order. No refunds are given for change of mind.

Ready To Ship Items & Collector’s Edition
No change of mind refunds or exchanges apply.

Faulty Items
All products are extensively photographed once completed. These images are available to view on each product listing. For those customers who have made to order items, imges 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.

Any claims for refund or exchange are to be received within 14 days of receipt of your delivery. This time is determined by the time & date stamp as issued by Australia Post or the delivery courier tracking advice.

Please provide written advice by email. 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 fault of Upper Dhali®, I will rectify the issue at my own cost, including return postage if required.

Please note: Upper Dhali® products are thoroughly inspected, including detailed photographs, prior to packaging & shipping, to ensure no fault prior to leaving the studio.

Lost or Missing Parcels
All orders are shipped with insurance. Should your item be lost in transit, an investigation will be lodged with Australia Post to locate your parcel. Upper Dhali® has the right to choose replacement or refund. No refunds or replacements will be considered until such time as notification from Australia Post or delivery courier has been received by Upper Dhali®.

International Customers outside Australia
Deliveries rejected by the client/receiver due to non-acceptance of 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 original and saleable condition by Upper Dhali®.

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

Acceptance of refund or replacement
Acceptance of refund or exchange requests will be advised within 5 business days of request. Where Upper Dhali® accepts 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.

Refunds apply to physical product items only and do not include postage or delivery charges.

Any items that are deemed by Upper Dhali® as faulty or not as described, will be replaced or refunded in full at our discretion, so long as you have contacted us within 14 days of receiving the items - please quote your Order Reference and providing a list and photos 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.

For more information on your consumer rights guarantees, please visit