FAQs
Find answers about shipping, orders, doll care, and custom commissions.
Shipping & Delivery
1. Do you offer free worldwide shipping?
Yes! We offer free standard shipping to the countries and regions available at checkout. If you cannot select your destination, please contact support@stellatoy.com before placing an order.
2. When will my order ship?
In-stock items usually ship within 3–5 business days after payment.
For pre-orders, please check the estimated shipping date on the product page. Custom doll orders follow the production timeline agreed upon during your consultation.
3. How long does delivery take?
Delivery usually takes approximately 7–12 business days after dispatch. This does not include order preparation or custom production time.
Customs checks, holidays, remote locations, and local carrier delays may extend delivery times.
4. What happens if I order in-stock and pre-order items together?
We ship available in-stock items first. Your pre-order items will be sent separately when they are ready, with no additional standard shipping charge.
5. Will I need to pay customs duties or import taxes?
Free shipping covers standard delivery charges. Customs duties, import taxes, or local clearance fees may still apply.
Unless these charges are included or collected at checkout, they are the customer’s responsibility. Any charges depend on your destination’s rules.
6. How can I track my order?
Once your parcel ships, we will email you its tracking information. Tracking may take a few days to update after the shipping label is created.
If you need help, email support@stellatoy.com with your order number.
7. What should I do if my package is delayed or missing?
Check the latest tracking information first. If there has been no update for an extended period, or your parcel is marked as delivered but has not arrived, contact us with your order number so we can help investigate.
Orders & Payments
8. Which payment methods can I use?
You can pay using the payment options displayed at checkout. Available methods may vary depending on your location and device.
9. Do I need to pay in full for a pre-order?
Pre-orders generally require full payment when the order is placed. Any different payment arrangements will be clearly stated on the product page.
Please review the estimated shipping date before ordering.
10. Can I cancel my order?
You may request cancellation and a refund for in-stock or pre-order items before they have shipped. Please contact support@stellatoy.com with your order number as soon as possible.
If part of your order has already shipped, cancellation applies only to the unshipped items. Shipped items are subject to our Return and Refund Policy.
Custom-made orders have separate cancellation terms explained below.
11. Can I change my shipping address or order details?
Contact us as soon as possible with your order number and the requested change. We will check whether it can still be made.
Changes cannot be guaranteed once an order has been dispatched.
Returns & Refunds
12. Can I return my doll?
For eligible, non-customized products, you may request a return within 30 days of receiving your order.
Items should be unused and in their original condition, with the original packaging, tags, and included accessories. Please provide your order number or proof of purchase.
Email support@stellatoy.com before sending anything back. We will provide return instructions and the correct address.
13. Who pays for return shipping?
Customers are responsible for return shipping when returning an item because of a change of mind.
If an item arrives damaged, defective, incorrect, or missing included parts, contact us first. We will review the issue and cover reasonable return shipping costs if a return is required because of our error or a product defect.
14. What if my order arrives damaged, incorrect, or incomplete?
Please contact us as soon as possible at support@stellatoy.com.
Include your order number, a description of the issue, and clear photos of the item and packaging. We will review the details and work with you on an appropriate solution.
15. How long does a refund take?
Once your refund is approved, we process it within 24 hours and return it to your original payment method.
Your bank, card issuer, or payment provider may take additional time to show the funds in your account. For returns, approval follows receipt and inspection of the returned item.
16. Can I return a custom-made doll?
Custom-made dolls are created specifically for you and are not eligible for change-of-mind returns.
If your custom doll arrives damaged, defective, or materially different from the agreed design, please contact us so we can review the issue and help resolve it.
Our policies do not limit any rights you have under applicable consumer law.
Doll Details & Care
17. What is included with my purchase?
Please refer to the individual product description for the exact doll, quantity, clothing, and accessories included.
Photos may show multiple dolls or styling props. Only items listed in the product description are included in your purchase.
18. What materials are your dolls made from?
Our dolls are primarily made from fabric and filled with soft PP cotton (polyester fiber filling). Materials and decorative details may vary depending on the design. Please check the individual product page for specific information, or contact us if you have any questions about the materials used.
19. Will my doll be exactly the size shown?
Listed sizes are approximate. Handmade production and different measuring methods can result in small variations.
Please check the product description for the size and any product-specific notes.
20. How should I clean my doll?
Please spot-clean gently with a soft, slightly damp cloth, then allow the doll to air-dry.
Do not soak, machine-wash, or tumble-dry your doll. Take extra care around embroidered details, clothing, and accessories.
21. Why does my doll look a little flattened when it arrives?
We use protective packaging, which may include vacuum packing, for international shipping.
If your doll arrives a little squished, gently fluff and reshape it, then give it time to regain its shape.
Custom Doll Commissions
22. Can I order just one custom doll?
Yes! You can commission a single doll—there is no need to place a bulk order.
23. Which sizes can you make?
We offer custom sizes including 10 cm, 20 cm, 30 cm, and 40 cm.
Other sizes can also be discussed. Tell us your preferred size, and we will confirm what works best for your design.
24. Can you help if I only have an idea and no artwork?
Absolutely! Tell us about your character, preferred colors, outfit, expression, and any details you would love to include.
We can help develop your idea into design artwork and discuss how to bring it to life as a plush doll. We will confirm which details are achievable before production.
25. How do I request a custom doll quote?
Complete our Custom Doll Commission form with your ideas, preferred size, and any reference images you have.
Enquiries and quotes are free, with no obligation to order. We usually respond within 24 hours; during busy periods, please allow 1–2 business days.
26. How much does a custom doll cost?
Pricing depends on the size, design complexity, clothing, accessories, and other requirements.
After reviewing your request, we will provide a personalized quote and explain what is included before you decide to proceed.
27. How do payments work for custom orders?
Full payment and staged payment arrangements are both available.
We will agree on the payment schedule with you before you place your custom order.
28. How long does a custom doll take to make?
Custom production generally takes around 2–6 weeks. The exact schedule depends on your design, our production queue, and any requested changes.
We will confirm the estimated timeline and when it begins before production. Delivery time is additional.
29. Will I see the design and finished doll?
Yes! We provide design artwork for review and photos of the finished doll so you can see your character come to life.
30. Can I request changes to my custom doll?
Yes. Each custom order includes up to two rounds of free revisions before production is completed. Please submit any requested changes as early as possible, as the adjustments we can make may depend on the current production stage.
Additional revisions may incur extra charges or extend the production timeline. If this applies to your order, we will explain the details and obtain your approval before proceeding.
31. Can I cancel a custom order?
Still Need Help?
We’re here to help! Email support@stellatoy.com or visit our Contact Us page.
We usually reply within 24 hours. During busy periods, please allow 1–2 business days. For existing orders, include your order number so we can assist you more quickly.
For further details, see our Shipping Policy and Return and Refund Policy.