The short version: exchange or store credit, not refunds, within 14 days, and return postage is yours. The long version is the refunds policy, which is the legal text and governs if the two ever disagree.
Why not refunds
Most of what sells here is made to order. It is cut and built after you buy, by a small house, often by one person. A refund on a finished made-to-order item does not return stock to a shelf, it destroys the work. So the platform default is an exchange or credit, and the money stays with the person who did the labour.
This is a real trade and we would rather state it plainly than bury it. If you need a garment you can send back for cash, buy it somewhere else.
The window
| Case | Window | Outcome |
|---|---|---|
| Made to order, pre-order, slow fashion | 14 days from delivery | Size exchange subject to availability, or store credit. No refund. |
| Defective or not as described | Contact the house first, any time on discovery | Repair or replacement. We mediate if it stalls. |
| Digital | — | Non-refundable once delivered, where the listing says so. |
| Sample sale and limited runs | As stated on the listing | Product-specific guarantee, honoured as repair or replacement. |
| Donations | 7 days from giving | Refundable on request. After that, at the recipient’s discretion. |
An item coming back must be unworn and in its original packaging. A worn item is not an exchange, it is a repair request, and it goes down the defect route instead.
Who pays the postage
Use a tracked service. A parcel we never receive cannot be exchanged, and we are not liable for one lost or damaged on the way back.
How to open one
- Find the house. Your order confirmation says which house sold you which line. They own fulfilment and post-sale support.
- Contact them first. They hold the stock, the sizes and the repair capability.
- If it stalls, email diva@paythedolls.com with the order reference. We mediate. We answer refund and return requests within three business days.
- Chargebacks last. A chargeback against a small independent house freezes their money and costs them a fee whether or not they were at fault. If we are talking, we can fix it faster.
Store credit
Credit issued from a return spends like money across every house on the platform. It is applied before your card at checkout. It is not the same thing as the monthly credit that comes with a CLUB tier, though they sit in the same balance. See Perks and store credit.