WHERE IS MY ORDER?
You will receive an e-mail once your order has been dispatched which will contain tracking information. Don’t worry if you haven’t received a dispatch email from us yet, we will be working exceptionally hard to make sure your order reaches you within your delivery timescale and we will be in touch. If you receive a dispatch confirmation from us and the item has been delayed, please contact the shipping company for further assistance.
I HAVE A QUESTION REGARDING MY ORDER, WHO DO I CONTACT?
Please provide us with your full name, order number and query in an email and send it to firstname.lastname@example.org. A member of our team will get back to you within 48 hours.
DO YOU SHIP WORLDWIDE?
Yes we do ship worldwide. Cost and delivery time will depend on the location. Please see our Shipping page for more information.
WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept all major debit cards and credit cards including: Visa, Visa debit, MasterCard, Solo, Maestro, American Express, PayPal, Google pay, Apple pay, ClearPay and Klarna. All transactions are encrypted for your safety. Currently, we only accept payments in British Pound Sterling so your bank may convert this payment to your local currency.
All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. Additional validation and fraud checks are carried out internally.
The actual price charged to overseas customers will be subject to the exchange rate applied by the customer's credit or debit card company.
HOW DO I TRACK MY DELIVERY?
If you have selected trackable delivery, we will send your tracking details and instructions to you via email.
WHAT’S YOUR REFUND / RETURN POLICY?
We only offer refunds on items that are the faulty or damaged. If the item does not fit or you are unhappy, we can offer an exchange or store credit. In this case, you can return your items to us, provided: Items must be returned within 14 days of you receiving the item for UK customers, and within 21 days for Europe and International returns. Items must be in their original condition, unworn, unwashed, undamaged, unmarked, free of makeup, pet hairs, deodorant and perfume and have all original tags attached. Underwear or swimwear cannot be returned for health and hygiene reasons. Items must be returned at the customer’s expense. We reserve the right not to refund you if you've lost your postage tracking receipt. We reserve the right not to refund you or offer an exchange / store credit if you return items to us outside the terms of our Return Policy.
Note: Please be aware Sale items are not returnable.
Note: Please be aware that customers are liable to cover return cost if they opt-in for a return.
HOW DO I RETURN AN ITEM?
It’s simple to return any item, simply mail your product to: StayDolled, 16 Warwall, London, E6 6WG. Items must be returned within 14 days of you receiving the item for UK customers, and within 21 days for Europe and International returns. Please fill out the returns form to let us know why you’re returning it. Enclose your delivery note with the item and package up securely, using the original packaging if possible. Please ensure you handle and the items with care. Any returned items must be received back in its original condition. We always recommend returning your items using a trackable shipping service or purchasing shipping insurance, as we unfortunately can't be held responsible for any items that do not reach us.
HOW LONG DOES IT TAKE TO PROCESS MY RETURN?
As soon as we have received the item, your store credit will be issued within 3 working days. If the item was faulty, your refund will be processed and refunded back into the account you purchased the item within 10 business days.
Note: If your item arrives back to us after the 14 day period, it will be resent back to your shipping address and refused for return.
CAN I AMEND OR CANCEL MY ORDER?
To make sure you receive your items as fast as possible, we start processing your order as soon as we receive it. If your order is still in process, then you may be able to change your order. Please contact us immediately to do so.
WHEN WILL I BE CHARGED?
Payment will be taken as soon as you hit the Place order button at checkout.
WHAT DOES PRE-ORDER MEAN?
Some of our most exclusive and high-demand pieces are available to order before we receive stock. Add the item to your bag and pay as normal, and we'll send you a confirmation email and ship the order as soon as the stock arrives. We'll also keep you updated on the progress of your order and the due date.
*Please note payment will be taken at the time of purchase*
WHAT IS YOUR ONLINE SECURITY POLICY?
Our customer’s online security is extremely important to us and we endeavour to keep our customers safe when shopping on our website. As part of this, we occasionally perform security checks on some orders and if we’re unable to validate your order, we may contact you via email to request more details regarding your payment. Please note that this does not affect your credit rating. In the unlikely event your card has been used fraudulently, we urge you to contact your payment provider immediately and inform us.
IS IT SAFE TO ORDER ONLINE?
Our site meets the highest standards in security and encryption. When you enter your details such as name, address and credit card number, this information is sent to us using Secure Sockets Layer (SSL), which encrypts the data, preventing anyone else from seeing what is inside the transmission. Your details are safe with us. We also 3D secure enabled, this means at checkout you will be asked to provide your unique password to authorise the payment, only the cardholder will know this information, if the password is incorrect the transaction will not go through.