Discover unique dolls, handcrafted with love!

📜 FELICE DOLLS – STORE POLICIES

By completing a purchase, you confirm that you have read, understood, and agreed to the policies outlined below.

1. Handmade Nature of the Product

All Felice Dolls are individually handcrafted collectible art dolls.

Due to the handmade nature of each piece:

  • Minor variations may occur.

  • Small handmade characteristics are part of the artistic process.

  • Slight colour differences may appear due to lighting and screen settings.

Please carefully review all listing photographs and videos prior to purchase.
Unless otherwise stated, the item shown is the exact item you will receive.

Felice Dolls are collectible art pieces and are not children’s toys.

2. Returns

Returns are accepted within 7 days of confirmed delivery.

Conditions:

  • You must contact us within 7 days of delivery.

  • The item must be returned in original condition.

  • A 15% restocking fee applies.

  • Original shipping costs are non-refundable.

  • Buyer is responsible for return shipping.

  • Returned items must be received before any refund is processed.

  • International returns must be clearly declared as:
    “Returned goods – original UK item.”

Any customs charges incurred due to incorrect return declaration will be deducted from the refund.

Custom orders, personalised items, made-to-measure outfits, and layaway deposits are non-refundable.

3. Order Cancellations

  • Ready-to-ship items may be cancelled within 24 hours of purchase if not yet dispatched.

  • Once an item has been shipped, it cannot be cancelled.

  • Custom orders and layaway agreements cannot be cancelled once production or payment plan has begun.

4. Shipping & Risk

Felice Dolls primarily ships via Parcel Force Worldwide.

We reserve the right to use an alternative reputable courier when necessary, depending on destination, parcel size, or operational circumstances.

All shipments include tracking.

High-value items may require signature upon delivery.

Delivery responsibility transfers to the buyer once the parcel is marked as delivered by the courier.

Buyers are responsible for providing accurate shipping details and contact information.

If a parcel is returned due to incorrect address, non-collection, or refusal to pay customs duties, all shipping costs, return shipping costs, customs charges, and handling fees will be deducted from any refund.

5. Delivery Estimates

Delivery timeframes begin once the parcel has been dispatched, not from the date of purchase.

Estimated delivery times are based on courier guidance and are not guaranteed.

For current Parcel Force delivery information, please refer to the official Parcel Force website.

Typical estimates (subject to change):

  • UK: 1–3 working days

  • Europe: approximately 3–7 working days

  • USA & International: approximately 5–14 working days

Delays caused by customs, weather, peak seasons, or courier disruptions are outside our control.

Felice Dolls is not responsible for courier delays once dispatched.

6. International Orders

International buyers are responsible for any import duties, VAT, customs clearance fees, or local taxes required by their country.

Felice Dolls complies with UK export regulations and declares shipments in accordance with applicable law.

7. Damage During Transit

If your parcel arrives damaged:

  • Photograph the outer packaging immediately.

  • Photograph internal packaging.

  • Photograph the item and any visible damage.

  • Contact us within 48 hours of delivery.

  • Retain all packaging materials.

Failure to provide clear photographic evidence may prevent courier insurance claims.

We will assist with insurance claims where applicable.

8. Limited Structural Warranty

Felice Dolls provides a limited 2-month structural warranty from the date of delivery.

Within 2 months:

Structural issues under normal handling will be repaired or replacement parts provided where appropriate.

After 2 months:

Repairs may be available for a service fee plus shipping.

This warranty does not cover:

  • Damage caused by dropping

  • Excessive force during posing

  • Water or heat exposure

  • Modifications, sanding, repainting, or restringing by the buyer

  • Use of incompatible parts or accessories

Any modifications performed by the buyer void the warranty.

9. Care & Handling

Felice Dolls are collectible art pieces and must be handled with care.

We are not responsible for damage resulting from improper handling, impact, environmental exposure, or unauthorised alterations.

10. Payment Methods

Felice Dolls accepts card payments and direct payment methods as listed at checkout.

We do not accept PayPal at this time.

By completing a purchase, you confirm that:

  • You are the authorised cardholder.

  • The payment method used belongs to you.

11. Payment Disputes & Chargebacks

If you experience any issue with your order, please contact us directly before initiating a chargeback or payment dispute.

We are committed to resolving concerns professionally and efficiently.

In the event of a chargeback, Felice Dolls will provide the payment processor with:

  • Order confirmation

  • Customer communication records

  • Proof of shipment

  • Tracking information

  • Delivery confirmation (including signature where applicable)

  • Packaging documentation

  • Policy agreement confirmation

Fraudulent or abusive chargebacks will be formally contested.

We reserve the right to refuse future purchases from customers who initiate unjustified disputes.

12. Layaway Plans

Layaway is available upon request.

Conditions:

  • A non-refundable deposit is required to reserve the doll.

  • Remaining balance is paid in agreed instalments.

  • Payments are made via bank transfer or approved method.

  • Failure to complete payments within the agreed timeframe may result in cancellation, with deposit retained.

Layaway terms will be confirmed in writing prior to agreement.

13. Intellectual Property

All doll designs, sculpting, face-ups, photography, branding, and written content remain the intellectual property of Felice Dolls.

Unauthorised reproduction, recasting, or commercial use is strictly prohibited.

14. Limitation of Liability

Felice Dolls’ liability is limited to the purchase price of the item.

We are not responsible for indirect or consequential damages arising from use, handling, or resale of our products.

📦 Lost or Missing Parcels

While loss of a parcel is extremely rare, the following policy applies should it occur.

If a parcel is delayed, missing, or marked as delivered but not received, please contact us as soon as possible.

We will initiate a formal investigation with the courier.

Please note:

  • Courier investigations require time and cooperation from the recipient.

  • Refunds or replacements cannot be issued until the courier investigation has been completed.

  • A parcel must be officially declared lost by the courier before further action can be taken.

If a parcel is officially confirmed lost in transit by the courier, Felice Dolls will provide a replacement item.

While replacement production and insurance processing may require additional time, buyers can rest assured that they will receive their order.

Refunds are not issued for lost parcels where a replacement can be provided.

All high-value parcels are shipped with tracking and may require signature confirmation.

If tracking shows confirmed delivery to the address provided at checkout, Felice Dolls is not responsible for theft after delivery, incorrect address provided by the buyer, or unattended delivery.

Buyers are responsible for ensuring accurate shipping information and secure receipt of their parcel.