Return and Refund Policy

Last updated: September 21, 2026

We want you to be happy with your StellaToy purchase. Please review the following return and refund terms before placing your order.

30-Day Return Policy

For eligible, non-customized products, you may request a return within 30 days after receiving your order.

To qualify for a return, the item must be:

• Unused, unworn, and in its original condition;

• Returned with its original packaging, tags, and accessories;

• Accompanied by the order number or proof of purchase.

To request a return, contact support@stellatoy.com with your order number and reason for the return.

If your request is approved, we will provide return instructions and the correct return address. Items returned without prior approval will not be accepted.

Return Shipping Costs

Because StellaToy provides free worldwide shipping, customers are generally responsible for return shipping costs when returning an item because of a change of mind.

If the item is defective, damaged, incorrect, or significantly different from what was ordered, StellaToy will provide an appropriate solution and cover reasonable return shipping costs when a return is required.

Original customs duties, import taxes, and other charges collected by local authorities are generally non-refundable.

Damaged, Defective, or Incorrect Items

Please inspect your order after delivery. If your item is damaged, defective, incorrect, or missing any included parts, contact us within 7 days of delivery.

Please provide:

• Your order number;

• A description of the issue;

• Clear photos or video of the item;

• Photos of the shipping package when relevant.

After reviewing the information, we may offer a replacement, repair, partial refund, or full refund, depending on the situation.

Small differences caused by the handmade production process, including minor variations in size, embroidery, color, or positioning, are not normally considered defects when they fall within the variation disclosed on the product page.

Custom and Personalized Products

Custom-made and personalized dolls are created specifically for each customer. Therefore, they cannot normally be returned or refunded because of a change of mind.

Once the customer has approved the design and production has started, the custom order cannot normally be cancelled.

However, please contact us if a custom product arrives damaged, contains a production error, or differs significantly from the design and specifications confirmed before production. We will review the situation and provide an appropriate solution.

Pre-Order Products

Pre-order shipping estimates are displayed on the relevant product page.

If a significant production delay occurs, we will notify you by email and provide an updated estimated shipping date. For an unshipped, non-customized pre-order, you may accept the new timeline or request cancellation and a refund.

Personalized pre-orders that have already entered production are subject to the Custom and Personalized Products terms above.

Non-Returnable Items

The following products cannot normally be returned:

• Custom-made or personalized products after production begins;

• Gift cards;

• Items marked as final sale;

• Used, washed, altered, or damaged items;

• Items returned without prior approval.

These exclusions do not apply when an item is defective or when applicable consumer law requires another remedy.

Exchanges

We do not offer direct exchanges. The fastest way to receive another item is to return the eligible original item and place a new order after the return has been approved.

Refunds

We will notify you after receiving and inspecting your return.

If approved, the refund will be issued to your original payment method within 10 business days. Your bank or payment provider may require additional time to process and display the refund.

If more than 15 business days have passed since your refund was approved, please contact us at support@stellatoy.com.

Consumer Rights

Nothing in this policy limits any mandatory consumer rights that apply in the customer’s country or region.

Contact Us

For return, cancellation, or refund questions, contact:

Email: support@stellatoy.com