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.

Made-to-Order Production & Cancellations

Every Dolly Bae pair of shoes is individually handcrafted and made to order specifically for you. Production takes 4–15 business days depending on the model, and may take longer during periods of high demand. Large items, such as luggage, are shipped by sea, with an estimated delivery time of about 30 days.

Orders may only be canceled or modified within 24 hours of purchase by contacting our customer support team at support@thedollybae.com. After this 24-hour window your order enters active production and cannot be canceled, refunded, or modified.

Before completing your purchase, please carefully verify:

Shoe size
Color selection
Product details
Shipping address
Contact information

Dolly Bae cannot be responsible for errors submitted by the customer at checkout.

Shoes: Final Sale

Because every pair of shoes is handmade to order, shoes cannot be returned or exchanged. This includes change of mind, buyer remorse, ordering the wrong size, fit or comfort preferences, personal preference, and color expectations related to screen settings. Please review the Size Chart Guide carefully before ordering.

The only exceptions are items that arrive damaged, defective, or incorrect (see below).

Accessories & Other Non-Shoe Items: Returns

Accessories and other non-shoe items purchased at regular price may be returned within 14 days of confirmed delivery, provided they meet all of the following conditions:

The item is unused and unworn
The item is in its original condition, with no signs of wear, washing, damage, or alteration
All original packaging, accessories, and included materials are returned

Items purchased on sale or at a reduced price are final sale and cannot be returned.

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

Non-Eligible Refund Situations

Refunds or returns will not be approved for:

Shoes, for any reason other than damaged, defective, or incorrect items
Items purchased on sale or at a reduced price
Items that have been worn, used, washed, damaged, or altered after delivery
Items returned without original packaging or without prior authorization
Incorrect size selection by the customer after reviewing the available sizing information
Orders delayed by shipping carriers, customs, weather conditions, holidays, or other circumstances outside Dolly Bae's control
Packages refused, abandoned, or not collected by the customer
Incorrect or incomplete shipping information provided by the customer
Customs duties, import taxes, or fees charged by local authorities
Purchases made without reviewing product descriptions, sizing information, and applicable policies
Minor variations in texture, finish, or color that are natural in handmade products

Size Selection & Fit Responsibility

Dolly Bae provides detailed sizing information to help customers select the most appropriate size. Customers are responsible for reviewing the available sizing guidance before placing an order.

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

If you need help with sizing, contact us at support@thedollybae.com before purchasing.

Quality Control & Shipment Verification

Every Dolly Bae order undergoes a quality review before shipment. As part of this 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 to 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 and provide:

Your order number
Clear photos or videos showing the issue
Photos of the packaging and the shipping label
A description of the concern

After reviewing the information provided, Dolly Bae will determine the appropriate resolution, which may include a replacement (if available), repair, store credit, or a refund where applicable.

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

Limited Edition & Exclusive Collection Items

Some Dolly Bae designs are released as limited-edition collections or exclusive pieces. These pieces may involve dedicated preparation, allocated materials, or limited availability that cannot always be restored once an order has been processed. An identical replacement may therefore not always be available.

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

Return Process

To request a return of an eligible item, contact:

Email: support@thedollybae.com

Please include your order number, your name, the reason for the return, and supporting photos if applicable. Customers must receive written 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 shipped with a valid tracking number. Dolly Bae is not responsible for parcels lost on their way back to us.

Refund Processing

Once a returned item has been received and inspected, Dolly Bae will confirm whether the return meets the required conditions. Approved refunds are issued to the original payment method. Please allow 3–10 business days for your bank, card issuer, or payment platform to post the refund; processing times vary by financial institution.

Event & Special Occasion Purchases

We understand that many customers choose Dolly Bae shoes for celebrations, performances, events, and special occasions. However, production and shipping timelines are estimates and cannot be guaranteed unless a specific delivery commitment has been confirmed in writing by Dolly Bae before purchase.

Missed events, personal deadlines, or schedule changes caused by production or shipping times do not qualify as grounds for a refund. If you need an item for a specific date, please contact us before ordering.

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 to verify an order.

Any fraudulent claim, false report, misuse of payment disputes, or inaccurate representation of an order's condition may result in further investigation and action. Dolly Bae maintains internal documentation relating to order confirmation, policy acceptance, order preparation, quality checks, shipment and delivery tracking records, and customer communications to ensure a fair resolution of all claims.

We ask customers to contact us first at support@thedollybae.com so we can resolve any issue directly before a payment dispute is opened with a bank.

Consumer Rights

Nothing in this policy limits or excludes any rights or remedies you may have under applicable consumer protection laws.

Contact Us

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