FAQ's
Here at Doll House Mafia, we strive to make every shopping experience satisfactory for our customers. See below for answers to questions regarding shipping, returns, and other inquiries.
ORDERING & PAYMENTS
I am an international customer and I am not sure how much I'll be charged for a purchase. Doll House Mafia is proud to serve our customers from all over the world! All pricing on our site is in USD, the conversion rate would depend on your issuing credit card company being used on the transaction.
WHAT PAYMENT METHODS DO YOU ACCEPT?
Doll House Mafia offers a variety of payment options. We accept Visa, MasterCard, Discover, and American Express cards. We also take PayPal and store credit in the form of e-gift cards.
I HAVEN'T RECEIVED MY ORDER CONFIRMATION. PLEASE HELP.
If you do not receive an email from Doll House Mafia within hours of placing your order and it’s not in your Spam folder, the email address on file is most likely spelled incorrectly. Please contact our Customer Care via email or phone for assistance to update your order.
CAN I CANCEL OR CHANGE MY ORDER?
We’re super quick at processing orders to make sure that you receive them as soon as possible. You can change your order as much as you like before you click “Checkout” but after this point, you will be unable to make changes to your order. Keep in mind our system is designed to fulfill orders as quickly as possible. We cannot cancel or change an order once it has been placed. In such case, you can, however, return the item to us in accordance with our Returns Policy. If we sent out your package and your items are returned to us (Packages marked "Return to Sender") due to an incorrect/undeliverable address, we will issue a store credit for the net total minus the shipping fee. You will be held responsible for the initial cost of shipping the package.
HOW LONG DOES PROCESSING & SHIPPING TAKE?
Orders are shipped Monday through Friday, excluding weekends and holidays. It may take up to 24 hours for an order to be processed. Kindly note shipping may be delayed by our verifications team if confirmation is needed for the order. For customers selecting 1-2 Day Express Shipping, please keep in mind your order must be placed before 12PM EST to leave the same day Monday - Thursday.
MY ORDER WAS CONFIRMED, BUT I JUST GOT AN EMAIL SAYING AN ITEM IS OUT OF STOCK. WHAT DOES THIS MEAN?
Between the time you placed the order and when we processed it, the item was no longer available. We will send you an email with an E-gift card containing the amount you are owed for the cost of the item and the code to use the gift card to shop online. Please treat the gift card like cash, as it is store credit you can use during a later purchase. Store credit never expires.
I PLACED AN ORDER, BUT HAVEN'T SEEN ANY MOVEMENT FROM DOLL HOUSE MAFIA. WHAT'S GOING ON?
There are several reasons as to why your order may have been delayed. Either your order was flagged for risk of fraud, or we needed to contact you to verify your personal information. In all cases, we will reach out to you as soon as an issue is indicated and proceed to ship your items as quickly as possible.
SHIPPING
What company does Doll House Mafia use to ship packages?
We offer USPS Priority mail, both domestic and internationally. Our expedited shipping is processed with USPS.
How long does shipping within the US take?
We offer 2-4 business day (Monday-Friday) shipping on all orders. In rare instances, the delivery may take 3 days. For expedited shipping we offer 1-2 business days, orders must be placed by 12PM EST for it to be processed the same day.
How long does it take to ship internationally?
It usually takes 10 business days to arrive in your country however, in some instances, the delivery may be delayed depending on your country's customs.
Do you refund shipping fees?
Shipping fees are non-refundable.
How do I know my package has shipped and is on its way?
Once you place an order, you will receive an automatic confirmation email. Once your order has been processed and is leaving the warehouse, you will receive another automatic email with shipping information.
I placed an order two weeks/a while ago and just realized I've been getting several emails and missed calls from Doll House Mafia. What's going on?
In the event we need to verify your order or need to contact you regarding your order in general, we will attempt to call and email you. If we are unable to reach you several times after 7 business days, we will cancel your order and issue you store credit in the amount of the items plus the shipping fee. If you notice a message from Doll House Mafia via phone or email, please call us back as soon as possible to avoid having your purchase canceled.
My tracking info shows my package was delivered, but I never received it.
Doll House Mafia provides customers with the option to track packages. If the tracking information states that your items have been delivered but you have not received it, you must contact the United States Postal Service and discuss the issue with them. Reach USPS HERE or call 1 (800) 222-1811 for domestic or international assistance. Please check around your neighborhood in case another home received it by mistake. Speak with family, roommates, etc. in case they received it on your behalf. The package may also have been left with property managers. We will do our best to assist you, but Doll House Mafia does not hold responsibility for packages that are lost or stolen. Please contact your local mail carrier and post office to file a claim.
RETURNS
I am in the United States and want to return an item I am not satisfied with.
If you are not happy with your purchase, please contact us within 2 days of delivery. Please send it back to our returns divisions within 3 days of the delivery date or, return the items in person to one of our store locations. Merchandise must be unworn, unwashed, and still, have all tags attached. If returning by mail, we suggest using USPS flat rate shipping for convenience. You will be responsible for covering shipping costs to return items and shipping charges must be prepaid. We would be happy to issue you a refund in the form of store credit to use on a future purchase. Store credit never expires. Sale items, swimwear, and bodysuits cannot be returned.
I am an international customer and I want to return an item.
Please contact us before returning an item, as there are special circumstances when we cannot accept a return from an international location. We will do our best to accommodate. We are not responsible for returns until they reach our warehouse.
My shoes do not fit, and I want to return them.
No worries, we will accept shoe returns up to 3 business days after delivery, as long as the shoes are unworn, are in their original packaging, and you have included the original invoice.
My package is being returned to you, what do I do now?
All packages returned to us due to an invalid address will be restocked and you will be issued a store credit minus the initial shipping charge. We are not able to reship an order as all returned shipments are processed by our Returns Department.
Where do I send my return to?
Please address your package to:
Doll House Mafia Returns
5744 North Orange Blossom Trail
Orlando, FL 32810
How long does it take to process returns?
Returns are processed within 3-5 business days after your item(s) are received into our warehouse. Once your return has been processed, you will be issued an online store credit in the form of an e-gift card via email. Please keep your return tracking number for your records.
Does Doll House Mafia offer exchanges?
Because we can't ensure our Dolls will be issued the style/size they desire by the time their returned items come back to the warehouse, we cannot do exchanges by mail. We do, however, accept exchanges at our stores as applicable.
Does Doll House Mafia issue refunds?
We do not issue refunds, we offer store credit in the form of an e-gift card instead. Please treat store credit like cash.
I received my order, but an item is missing/defective/not what I ordered. What do I do?
Once you receive your order, thoroughly check your delivered items immediately. If you believe an item is missing/defective/not part of your order, you must contact our customer care department within two days of receipt and let us know.
SIZE GUIDE
I'm an international customer. How do I find out what my size is?
To accommodate our customers around the globe, we provide a detailed Size Guide for our customers to reference.
Don't see your question answered? Shoot us an email at Info@dollhousemafia.net with your order number in the subject. Mondays-Fridays between 10:00 AM to 5:00 PM PST.
Happy shopping!
XOXO
ORDERING & PAYMENTS
I am an international customer and I am not sure how much I'll be charged for a purchase. Doll House Mafia is proud to serve our customers from all over the world! All pricing on our site is in USD, the conversion rate would depend on your issuing credit card company being used on the transaction.
WHAT PAYMENT METHODS DO YOU ACCEPT?
Doll House Mafia offers a variety of payment options. We accept Visa, MasterCard, Discover, and American Express cards. We also take PayPal and store credit in the form of e-gift cards.
I HAVEN'T RECEIVED MY ORDER CONFIRMATION. PLEASE HELP.
If you do not receive an email from Doll House Mafia within hours of placing your order and it’s not in your Spam folder, the email address on file is most likely spelled incorrectly. Please contact our Customer Care via email or phone for assistance to update your order.
CAN I CANCEL OR CHANGE MY ORDER?
We’re super quick at processing orders to make sure that you receive them as soon as possible. You can change your order as much as you like before you click “Checkout” but after this point, you will be unable to make changes to your order. Keep in mind our system is designed to fulfill orders as quickly as possible. We cannot cancel or change an order once it has been placed. In such case, you can, however, return the item to us in accordance with our Returns Policy. If we sent out your package and your items are returned to us (Packages marked "Return to Sender") due to an incorrect/undeliverable address, we will issue a store credit for the net total minus the shipping fee. You will be held responsible for the initial cost of shipping the package.
HOW LONG DOES PROCESSING & SHIPPING TAKE?
Orders are shipped Monday through Friday, excluding weekends and holidays. It may take up to 24 hours for an order to be processed. Kindly note shipping may be delayed by our verifications team if confirmation is needed for the order. For customers selecting 1-2 Day Express Shipping, please keep in mind your order must be placed before 12PM EST to leave the same day Monday - Thursday.
MY ORDER WAS CONFIRMED, BUT I JUST GOT AN EMAIL SAYING AN ITEM IS OUT OF STOCK. WHAT DOES THIS MEAN?
Between the time you placed the order and when we processed it, the item was no longer available. We will send you an email with an E-gift card containing the amount you are owed for the cost of the item and the code to use the gift card to shop online. Please treat the gift card like cash, as it is store credit you can use during a later purchase. Store credit never expires.
I PLACED AN ORDER, BUT HAVEN'T SEEN ANY MOVEMENT FROM DOLL HOUSE MAFIA. WHAT'S GOING ON?
There are several reasons as to why your order may have been delayed. Either your order was flagged for risk of fraud, or we needed to contact you to verify your personal information. In all cases, we will reach out to you as soon as an issue is indicated and proceed to ship your items as quickly as possible.
SHIPPING
What company does Doll House Mafia use to ship packages?
We offer USPS Priority mail, both domestic and internationally. Our expedited shipping is processed with USPS.
How long does shipping within the US take?
We offer 2-4 business day (Monday-Friday) shipping on all orders. In rare instances, the delivery may take 3 days. For expedited shipping we offer 1-2 business days, orders must be placed by 12PM EST for it to be processed the same day.
How long does it take to ship internationally?
It usually takes 10 business days to arrive in your country however, in some instances, the delivery may be delayed depending on your country's customs.
Do you refund shipping fees?
Shipping fees are non-refundable.
How do I know my package has shipped and is on its way?
Once you place an order, you will receive an automatic confirmation email. Once your order has been processed and is leaving the warehouse, you will receive another automatic email with shipping information.
I placed an order two weeks/a while ago and just realized I've been getting several emails and missed calls from Doll House Mafia. What's going on?
In the event we need to verify your order or need to contact you regarding your order in general, we will attempt to call and email you. If we are unable to reach you several times after 7 business days, we will cancel your order and issue you store credit in the amount of the items plus the shipping fee. If you notice a message from Doll House Mafia via phone or email, please call us back as soon as possible to avoid having your purchase canceled.
My tracking info shows my package was delivered, but I never received it.
Doll House Mafia provides customers with the option to track packages. If the tracking information states that your items have been delivered but you have not received it, you must contact the United States Postal Service and discuss the issue with them. Reach USPS HERE or call 1 (800) 222-1811 for domestic or international assistance. Please check around your neighborhood in case another home received it by mistake. Speak with family, roommates, etc. in case they received it on your behalf. The package may also have been left with property managers. We will do our best to assist you, but Doll House Mafia does not hold responsibility for packages that are lost or stolen. Please contact your local mail carrier and post office to file a claim.
RETURNS
I am in the United States and want to return an item I am not satisfied with.
If you are not happy with your purchase, please contact us within 2 days of delivery. Please send it back to our returns divisions within 3 days of the delivery date or, return the items in person to one of our store locations. Merchandise must be unworn, unwashed, and still, have all tags attached. If returning by mail, we suggest using USPS flat rate shipping for convenience. You will be responsible for covering shipping costs to return items and shipping charges must be prepaid. We would be happy to issue you a refund in the form of store credit to use on a future purchase. Store credit never expires. Sale items, swimwear, and bodysuits cannot be returned.
I am an international customer and I want to return an item.
Please contact us before returning an item, as there are special circumstances when we cannot accept a return from an international location. We will do our best to accommodate. We are not responsible for returns until they reach our warehouse.
My shoes do not fit, and I want to return them.
No worries, we will accept shoe returns up to 3 business days after delivery, as long as the shoes are unworn, are in their original packaging, and you have included the original invoice.
My package is being returned to you, what do I do now?
All packages returned to us due to an invalid address will be restocked and you will be issued a store credit minus the initial shipping charge. We are not able to reship an order as all returned shipments are processed by our Returns Department.
Where do I send my return to?
Please address your package to:
Doll House Mafia Returns
5744 North Orange Blossom Trail
Orlando, FL 32810
How long does it take to process returns?
Returns are processed within 3-5 business days after your item(s) are received into our warehouse. Once your return has been processed, you will be issued an online store credit in the form of an e-gift card via email. Please keep your return tracking number for your records.
Does Doll House Mafia offer exchanges?
Because we can't ensure our Dolls will be issued the style/size they desire by the time their returned items come back to the warehouse, we cannot do exchanges by mail. We do, however, accept exchanges at our stores as applicable.
Does Doll House Mafia issue refunds?
We do not issue refunds, we offer store credit in the form of an e-gift card instead. Please treat store credit like cash.
I received my order, but an item is missing/defective/not what I ordered. What do I do?
Once you receive your order, thoroughly check your delivered items immediately. If you believe an item is missing/defective/not part of your order, you must contact our customer care department within two days of receipt and let us know.
SIZE GUIDE
I'm an international customer. How do I find out what my size is?
To accommodate our customers around the globe, we provide a detailed Size Guide for our customers to reference.
Don't see your question answered? Shoot us an email at Info@dollhousemafia.net with your order number in the subject. Mondays-Fridays between 10:00 AM to 5:00 PM PST.
Happy shopping!
XOXO