Return and Exchange Policy

Return and Exchange Policy

At Dolls Museum Shop, our goal is to make sure you are satisfied with your purchase and the service we provide. If you wish to return or exchange your purchase, please send us an email to order@dollsmuseum.jp.

We only accept returns/exchanges when you receive
1) products with manufactured defects.
2) incorrect products.
Please notify us within 72 hours of your order reaching your shipping address.

Your return package must include a copy of the invoice showing the item you wish to return. Dolls Museum Shop will then check the returned item within three business days after the package arrival.

We will send a new product to your billing address or initiate a refund to your credit card (or original method of payment). You will receive the credit within a certain amount of days, depending on your credit card issuer’s policies.
*You will be responsible for paying for your shipping costs for returning your item. Shipping costs are nonrefundable.

When you like to return/exchange the item for the reasons above, we strongly recommend that you use a shipping service that provides a tracking number. Please send the tracking number of your returning item via email. We will NOT be able to issue a refund or exchange an article until it is successfully delivered.

*Please send us an email FIRST regarding the damaged item or a wrong item you received before you return the item to our address; otherwise we cannot assist you.
*If your improper use of the item causes the damage, we cannot accept the refund or exchange the item for a new one.