Duchess Doll LLC
Returns
Contact Duchess first. Keep the packaging.
Updated September 5, 2026
Before you pay
Your written offer identifies whether the item is stocked or custom-made, when production or fulfillment begins, and any cancellation, return, or warranty limits. Review those terms before paying. Custom-made and opened intimate products may have hygiene-related restrictions; these do not remove rights for an incorrect item, covered defect, or other rights provided by law.
Damage, missing items, or the wrong configuration
Email support@duchessdoll.us with your order reference and a description. Please report issues within 48 hours of discovery when possible, preserve the packaging, and provide clear product or packaging photographs when requested. Do not include intimate personal images or payment details. Stop use if an item appears unsafe.
Return authorization
Do not send an item back without written instructions from Duchess. We review the issue and confirm the appropriate repair, replacement, return, or refund, the receiving address, and responsibility for shipping costs. An approved remedy depends on the confirmed order, the issue, and applicable rights.
Unopened accessories
For non-custom accessories, request return authorization within 14 days of delivery. Items must remain unused, unopened, and in their original packaging unless the return concerns a defect or an incorrect item. Any restocking fee or return-shipping responsibility must have been disclosed before payment. Product-specific terms appear in the written offer.
Cancellations and delays
Ask us about cancellation before production or shipment begins. Any disclosed, lawful custom-production cancellation costs depend on the stage of the order. For a shipment delay, the cancellation and refund protections in our Shipping policy apply; a general final-sale label does not override them.
Warranty and refunds
The written offer states the applicable manufacturer warranty, exclusions, claim period, evidence required, and who pays transport costs for a claim. Duchess helps coordinate the claim; no universal warranty duration is promised here. We confirm approved refund details in writing and use the original payment channel where supported. Bank processing time is separate from our refund processing.