Welcome to Our Generation Doll Shop, where we bring imagination to life! We want your shopping experience to be as magical as playtime with your favorite doll. Below you’ll find all the details about how we ship your special orders and our straightforward returns process.
Shipping Information
We work hard to get your dream doll products to you as quickly as possible! Here’s what you can expect:
Order Processing
All orders are processed within 1-2 business days after payment confirmation. You’ll receive a confirmation email with your order details once your purchase is complete.
Shipping Methods & Times
We offer two convenient shipping options to meet your needs:
| Shipping Method | Delivery Time | Cost | Carrier |
|---|---|---|---|
| Standard Shipping | 10-15 business days after shipment | $12.95 | DHL or FedEx |
| Free Shipping | 15-25 business days after shipment | FREE on orders over $50 | EMS |
Please Note: We ship worldwide but cannot deliver to some Asian countries and remote areas. You’ll see if your location is eligible during checkout.
Returns & Exchanges Policy
We want you to be completely happy with your Our Generation purchase! If something isn’t quite right, we’re here to help make it better.
Returns Overview
We gladly accept returns and exchanges for most items within 15 days of you receiving your order. To be eligible for a return or exchange:
- Item must be unused and in the same condition as received
- Item must be in its original packaging
- You must have the original receipt or proof of purchase
Non-Returnable Items
For hygiene reasons and due to the nature of these products, we cannot accept returns or exchanges on:
- Styling Heads once packaging has been opened
- Doll Clothing that has been removed from original packaging
- Doll Accessories that have been removed from original packaging
All sales on these specific items are final.
How to Return an Item
Follow these simple steps to initiate your return or exchange:
- Contact Us: Within 15 days of delivery, email our customer care team at [email protected]. Use the template below to provide all necessary information.
- Wait for Instructions: We’ll reply within 2 business days with a Return Merchandise Authorization (RMA) number and specific return instructions. Please don’t send anything without an RMA number.
- Ship the Item: Carefully pack the unused item in its original packaging with your proof of purchase. Ship to the address we provide. Return shipping costs are the customer’s responsibility unless we made an error.
- Processing: Once we receive and inspect your return, we’ll email you to notify you of the approval or rejection of your refund or exchange.
Return & Exchange Request Email Template
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 payment method
- Refunds are processed within 5-10 business days after approval
- Your bank or credit card company may take additional time to post the refund
- 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’re happy to exchange items for different sizes or colors, subject to availability. If the item you want is unavailable, we’ll issue a refund instead.
Questions? We’re Here to Help!
We want to make your Our Generation experience magical! If you have any questions about shipping or returning an item, please contact our friendly support team:
Email: [email protected]
Address: Our Generation Doll Shop, 3714 Fidler Drive, San Antonio, US 78201