Returns Policy

How do I return an item?

To start a return, please read the information below and then submit your request through our returns form or your Doll Smash account.
Any returns sent without an approved request will not be processed.
You’ll receive an email once your return has been approved or rejected based on our policy.

What is your returns policy?

• Your return request must be submitted within 14 days of receiving your order.

• Cosmetics are non-returnable, even if unopened, due to strict UK hygiene regulations and the safety requirements for cosmetic products. Once an item leaves our facility, we cannot guarantee sterility — this protects both you and future customers.

• Clothing or accessories can only be returned if they are unused, undamaged, and in pristine condition with all labels attached.

• Items purchased as part of a set or bundle must be returned in full. Individual items from sets cannot be returned separately.

• We only accept returns for products bought directly from dollsmash.com. Items purchased through other retailers must be returned to their original place of purchase.

• If you believe you have received a faulty or damaged item, please contact us with your order number and a clear photo of the issue.

• Free gifts included in your order must be returned if the rest of the order is returned.

• Gift cards are non-refundable.

Are there any charges for returns?

• Customers are responsible for the cost of return shipping.

• Original shipping fees are non-refundable.

How soon will I receive my refund?

• Refunds are processed once your return has been received and inspected.

• Please allow up to 14 days from the date we receive your item for processing, and additional time during peak periods such as Black Friday and Christmas.

• Approved refunds will be issued to the original payment method.

• Once issued, refunds may take up to 72 hours to appear in your account.

Exchanges

Because cosmetics cannot be returned for hygiene reasons, we are unable to offer exchanges on makeup or beauty products.
Exchanges may be offered on clothing or accessories if they meet the return criteria outlined above.
Exchange requests must also be made within 14 days of delivery.

Additional Information

• Doll Smash is not responsible for returns lost in transit. We strongly recommend using a tracked shipping service.

• We cannot refund items that are lost, damaged or returned without prior approval.

• Excessive returns may result in a review of your account and potential restriction of future returns.

• For any questions, contact us at support@dollsmash.com.