Refund policy

 

Returns & Refund Policy – Ivy Reborns (UK)

At Ivy Reborns, each doll is created with care and attention to detail. We want you to be completely happy with your purchase, and we are committed to providing a transparent and fair returns policy in line with UK consumer law.

🔁 Ready-to-Ship (non-made-to-order) Dolls

You have the right to cancel and return non-made-to-order, ready-to-ship dolls within 14 calendar days of receiving your item.

To qualify for a refund:

The item must be returned in original, unused condition with all packaging and accessories.

Return postage is the responsibility of the buyer (tracked shipping recommended).

A refund will be processed once the item has been received and inspected.

⚠️ Restocking Fee for Discretionary Returns

If we accept a goodwill return for a made-to-order doll, a £15 handling/restocking fee will apply and be deducted from your refund to cover admin, packaging, and materials. An extra £10 fee is deducted from international orders for added fees and exchange rate.

Original shipping costs will also be non-refundable.

❌ Non-Returnable Items

Made-to-order or personalised dolls, unless faulty or not as described

Used, altered, or damaged items

Digital downloads

🧵 Made-to-Order & Personalised Dolls

Most of our dolls are made to order. Once your order is placed, materials are ordered and the doll is hand-assembled, weighted, and dressed specifically for you.

Under UK Consumer Contracts Regulations, made-to-order items are exempt from the 14-day cancellation period.

We do not accept returns for change of mind on these items.

However, we may offer returns for vinyl/cloth body dolls at our discretion, if the item is in original, unused condition. If accepted, a £15 fee per doll and original shipping costs will be deducted from your refund.

🍼 Silicone Dolls

Our silicone dolls are all made to order. These are not held in stock, and each one is prepared after purchase.

As such, silicone dolls are made to order and are non-returnable, unless they arrive faulty or not as described.


Please note:

Silicone paint may fade or wear with handling or sun exposure; this is not considered a fault.

Paint touch-ups are not offered under return terms.

🧾 Refunds

Refunds will only be issued if:

You contact us within the return window (14 days for ready-to-ship items)

The item is unused, in original condition

The return is accepted or the item is faulty

Once approved, refunds are processed to your original payment method. It may take 5–10 business days to appear depending on your bank.

Shipping fees are non-refundable, unless the return is due to our error (e.g. wrong or faulty item).

🚫 Order Cancellations

Orders can be cancelled within 24 hours of purchase. After this, production begins and cancellation is no longer possible.

Cancellations within 24 hours are subject to a £15 admin fee per doll, to cover materials and processing.

🔧 Faulty or Damaged Items

Please report faults within 48 hours of delivery, with clear photos.

We’ll offer a suitable resolution — repair, replacement, or refund — depending on the issue.

🔁 Right to Reject (Faulty Goods)

You have 30 days to reject a faulty item for a full refund if the issue was present at delivery.

Items used, altered, or returned in unsellable condition are not eligible.

📦 Lost Orders

If tracking shows your order as delivered but you have not received it, please contact us as soon as possible. We will begin an investigation and, if the parcel cannot be located, we will open a claim with the courier (this process can take up to 30 days).

Due to the high value of our items, the following will be required where a parcel is confirmed as delivered to your address but has gone missing from your property:

  • A signed Lost/Stolen Parcel Declaration, confirming that the item has not been received and is believed to have been stolen.

  • A police report and crime reference number, as this is classed as theft from your premises.

These documents are required to support the courier investigation and prevent fraudulent claims. Refunds or replacements will be processed only once the claim and the required documentation have been completed and resolved.

🧸 Repairs & Care

Reborn dolls are collectible art pieces, not toys.

They are not recommended for children under 14.

Repairs may be offered at our discretion within 6 months of receiving your order, depending on the nature of the damage and product condition (fees will apply). After this, we’ll assist where possible.

⚖️ Chargebacks & Fraudulent Claims

Filing a chargeback or Section 75 claim without contacting us first is a misuse of the process and may result in legal action.

This includes:

  • False claims of non-delivery 

  • Denying authorised payments

  • Bypassing our refund process

We reserve the right to recover losses and legal costs via Small Claims Court.

📩 Contact Us

If you have questions about your order, email us at ivyreborns@hotmail.com.

By placing an order, you confirm you have read and accepted these terms.