At Our Generation Doll Shop, we are dedicated to bringing imagination to life and ensuring your play dreams are perfect. We understand that sometimes a doll or accessory might not be exactly what you hoped for. That’s why we offer a straightforward and friendly returns and exchanges process to make things right.

Our Policy Overview

We gladly accept returns and exchanges for most items within 15 days of you receiving your order. To be eligible, the item must be unused, in its original packaging, and in the same condition that you received it. You’ll also need the original receipt or proof of purchase.

Please Note: Due to the nature of certain products and for hygiene reasons, we cannot accept returns or exchanges on the following items:
  • Styling Heads (once the packaging has been opened).
  • Doll Clothing and Doll Accessories that have been removed from their original packaging.
All sales on these specific items are final.

How to Initiate a Return or Exchange

Follow these simple steps to start your return or exchange:

  1. Contact Us: Within 15 days of delivery, please email our customer care team at [email protected]. Use the template below to ensure you provide us with all the necessary information.
  2. Wait for Instructions: We will reply within 2 business days with a Return Merchandise Authorization (RMA) number and specific instructions on where to send your package. Please do not send anything back to our address without an RMA number.
  3. Ship the Item: Carefully pack the unused item in its original packaging. Include your proof of purchase inside the box. Ship your return to the address we provide. Please note that return shipping costs are the responsibility of the customer, unless the return is due to an error on our part (e.g., wrong item shipped).
  4. Processing: Once we receive and inspect your return, we will send you an email to notify you. We will also notify you of the approval or rejection of your refund or exchange.

Return & Exchange Request Email Template

Copy and paste the text below into an email to [email protected] to get the process started quickly!

Subject: Return/Exchange Request – Order #[Your Order Number] Hello Our Generation Doll Shop Team, I would like to request a [return / exchange] for an item from my recent order. Order Number: [Your Order Number] Product Name: [Name of the Product] Reason for Return/Exchange: [Please provide a brief reason] I have read and understand the returns policy, and I confirm that the item is unused and in its original packaging. My full name and shipping address are: [Your Full Name] [Your Shipping Address] Thank you for your help! Best regards, [Your Name]

Refunds

If your return is approved, we will initiate a refund to your original method of payment. You can expect the refund to be processed within 5-10 business days after we approve the return. Please note that your bank or credit card company may take additional time to post the refund to your account. The cost of original shipping is non-refundable.

Accepted Payment Methods for Refunds: Refunds will be issued to the original payment method used during purchase (Visa, MasterCard, JCB, or PayPal).

Exchanges

We are happy to exchange an item for a different size or color, subject to availability. If the item you want is not available, we will issue a refund instead.

Questions?

We’re here to help make your experience magical! If you have any questions about returning an item to our shop, please don’t hesitate to contact our friendly support team.

Email: [email protected]
Address:

Our Generation Doll Shop, 3714 Fidler Drive, San Antonio, US 78201