Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at customer-service@candyflossdoll.com . If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at customer-service@candyflossdoll.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

How do I return?

You've got 28 days to send something back to us from the day you receive it.​If you’ve received an item that’s not in perfect condition please head over to our Contact Us section so we can get this fixed for you.

I don't have the invoice from my parcel, can I return?

You can request a returns label from our website, attach it to your parcel and then send it back to us. 

 I am outside of the returns policy, can I return?

You've got 28 days to send something back to us from the day you receive it. Unfortunately we cannot accept returns after this time.  

I don't have the original packaging, can I return?

No packaging, no problem! Just pop your items in something non see-through, sealable & waterproof. Items must be unwashed, unworn and with the original labels still attached.  

When will I receive my refund?

Please note we've extended our returns to 28 days so a typical refund may take longer than usual. A typical refund will take up to 21 days, that’s 14 days you returning and us processing it, with up to 7 days for it to make its way through the banking system. If you are using Royal Mail, Hermes or Collect+ the tracking will show it delivered to our nearest returns center. It can be up to 7 days from this point for item to be processed for refund. You will receive an email when this has happened, from this it’s up to 7 days to show in your bank statement, this is dependent on your banks processing time. We’ll be sure to keep you updated and send you an email as soon as your parcel has been processed for your refund. All returns are quality checked – items should be returned in a new and unused condition with labels attached and, wherever possible, sent back in the original packaging. Refunds will not be given if they do not comply with our returns policy. If you've waited more than 28 days with no email from us, please get in touch by going to the Contact Us tab on our page.