Refund policy

Return & Refund Policy

Last updated: August 18, 2024

At Dolly Bae, every pair of shoes represents careful craftsmanship, attention to detail, and the unique character of our collections.

We are committed to delivering a premium shopping experience and ensuring that every order meets our quality standards before leaving our studio.

Please review this Return & Refund Policy carefully before completing your purchase. By placing an order with Dolly Bae, you acknowledge and agree to the terms outlined below.

Order Changes & Cancellations

At Dolly Bae, many of our designs require dedicated preparation and production after an order is placed.

Orders may be canceled or modified within 24 hours of purchase by contacting our customer support team.

After this 24-hour period, your order may have entered preparation, production, or fulfillment, and cancellation requests may no longer be possible.

Before completing your purchase, please carefully verify:

  • Shoe size

  • Color selection

  • Product details

  • Shipping address

  • Contact information

Dolly Bae cannot be responsible for customer errors submitted during checkout.

Return Eligibility

We accept eligible return requests within 14 days of confirmed delivery.

To qualify for a return, the item must meet all of the following conditions:

  • The shoes must be completely unused and unworn

  • The shoes must remain in their original condition

  • All original packaging, accessories, and included materials must be returned

  • The product must show no signs of wear, washing, damage, alteration, or outdoor use

For hygiene, quality, and product integrity reasons, shoes that have been worn, used, or altered cannot be accepted for return.

All returns require prior approval from Dolly Bae before being shipped back.

Size Selection & Fit Responsibility

Dolly Bae provides detailed sizing information to assist customers in selecting the most appropriate size.

Customers are responsible for reviewing available sizing guidance before placing an order.

Because individual foot shape, personal comfort preferences, and wearing expectations vary between customers, differences in fit or comfort preference do not qualify as a manufacturing defect.

If you require assistance with sizing, we recommend contacting our customer support team before purchase.

Quality Control & Shipment Verification

Every Dolly Bae order undergoes quality review before shipment.

As part of our internal quality assurance process, we may record photographs of products, packaging, and order condition before dispatch.

These records help us verify that:

  • The correct product was prepared

  • The item was inspected before shipment

  • The order was packaged correctly

  • The condition of the product before delivery was documented

This process allows us to maintain our quality standards and fairly investigate any concerns regarding damaged, incorrect, or disputed orders.

Dolly Bae reserves the right to review available order records, shipment information, and customer-provided evidence before approving refunds, replacements, or other resolutions.

Damaged, Incorrect, or Defective Items

We carefully inspect each order before shipment. However, if your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.

Please provide:

  • Order number

  • Clear photos or videos showing the issue

  • Description of the concern

After reviewing the information provided, Dolly Bae will determine the appropriate resolution, which may include:

  • Replacement

  • Store credit

  • Refund where applicable

Minor variations in color, texture, material appearance, or small differences caused by lighting, photography, screen settings, or manufacturing characteristics are not considered defects.

Limited Edition & Exclusive Collection Items

Some Dolly Bae designs are released as limited-edition collections or exclusive pieces.

Due to their unique nature, limited-edition products may have restricted return availability or specific return conditions stated on the product page.

These pieces may involve dedicated preparation, allocated materials, or limited availability that cannot always be restored once an order has been processed.

Customers are encouraged to carefully review product information, sizing details, and applicable policies before purchasing limited-edition items.

Return Process

To request a return, please contact:

Email: support@thedollybae.com

Please include:

  • Order number

  • Customer name

  • Reason for return

  • Supporting photos if applicable

Customers must receive return instructions before sending any package.

Returns sent without prior approval may not be accepted.

Return Shipping Costs

Unless the item received is incorrect, damaged, or defective due to an error by Dolly Bae, customers are responsible for return shipping costs.

The following charges are non-refundable:

  • Original shipping fees

  • Customs duties

  • Import taxes

  • Additional fees charged by local authorities

Customers are responsible for ensuring returned items are safely packaged and include valid tracking information.

Refund Processing

Once a returned item has been received and inspected, Dolly Bae will confirm whether the return meets the required conditions.

Approved refunds will be issued to the original payment method.

Please allow additional processing time for banks, credit card providers, or payment platforms to complete the transaction.

Processing times vary depending on the customer's financial institution.

Non-Eligible Refund Situations

Refunds or returns may not be approved for:

  • Shoes that have been worn, washed, damaged, or altered

  • Items returned without prior authorization

  • Incorrect size selection by the customer after reviewing available sizing information

  • Orders delayed by shipping carriers, customs, weather conditions, holidays, or circumstances outside Dolly Bae's control

  • Packages refused, abandoned, or not collected by the customer

  • Incorrect or incomplete shipping information provided by the customer

  • Purchases made without reviewing product descriptions, sizing information, and applicable policies

Event & Special Occasion Purchases

We understand that many customers choose Dolly Bae shoes for celebrations, performances, events, and special occasions.

However, shipping timelines are estimates and cannot be guaranteed unless a specific delivery commitment has been confirmed by Dolly Bae before purchase.

Missed events, personal deadlines, or schedule changes caused by shipping delays outside of Dolly Bae's control do not qualify as grounds for refund approval.

Fraud Prevention & Order Protection

Dolly Bae takes order security and customer protection seriously.

To maintain a safe shopping environment, we monitor transactions for unusual activity and may request additional information when necessary to verify an order.

Any fraudulent claim, false report, misuse of payment disputes, or inaccurate representation of an order condition may result in further investigation and action.

Dolly Bae maintains internal documentation relating to order preparation, quality checks, shipment records, and customer communications to ensure fair resolution of all claims.

Contact Us

For questions regarding returns, refunds, or order assistance, please contact:

Email: support@thedollybae.com

Dolly Bae is dedicated to providing a refined shopping experience while protecting the quality, craftsmanship, and exclusivity of every collection.