Refund, Return and Pre-Order Policy

REFUND, RETURN AND PREORDER POLICY

Effective date: 25 August 2026

Thank you for shopping with Dolls & Duchesses. Please read this policy carefully before placing an order. It explains how preorders, cancellations, returns, exchanges, quality concerns, store credits and refunds are handled.

Nothing in this policy limits any rights or remedies available to customers under applicable UAE consumer-protection law.

1. PREORDER PRODUCTS

A preorder is an order for hair that is specially sourced after the applicable preorder window closes. Preorder products are not ready-to-ship inventory.

Full payment is collected when the order is placed. Customer funds are then used to secure and source the selected texture and lengths from our supplier.

Our estimated preorder timeline is approximately 15–20 business days after the preorder window closes for sourcing, international transit, quality inspection and dispatch. UAE delivery time begins after dispatch.

Processing and delivery estimates are not guarantees. Delays may occasionally occur due to production, customs, courier disruption, public holidays or circumstances outside our reasonable control. If a material delay occurs, Dolls & Duchesses will contact the customer with an updated estimate and any options available under applicable law.

By completing a preorder, the customer confirms that they understand:

• The product is not immediately available
• Full payment is taken at checkout
• Processing begins after the preorder window closes
• The estimated dispatch period is 15–20 business days after the window closes
• Natural color and texture may vary slightly between raw-hair bundles
• The order becomes final after it is submitted to our supplier, except where this policy or applicable law provides otherwise

2. PREORDER CANCELLATIONS AND CHANGES

A preorder cancellation or modification may be requested before the preorder window closes and before the order has been submitted to our supplier.

To request a cancellation or modification, email support@dollsandduchess.com immediately with the order number and requested change.

Once the preorder window has closed and the order has been submitted to our supplier, cancellations and changes for preference, change of mind, incorrect length selection or incorrect texture selection cannot normally be accepted.

This restriction does not apply when the item supplied is defective, materially misdescribed, incorrect, unavailable or where a refund or other remedy is required under applicable law.

If Dolls & Duchesses cannot fulfill an order, the customer will be offered an appropriate replacement, store credit or refund to the original payment method.

3. READY-TO-SHIP ORDERS

Ready-to-ship products are physical products currently held by Dolls & Duchesses. They are clearly identified as “Ready to Ship” on the applicable product page.

A cancellation may be requested before a ready-to-ship order has been dispatched. Once dispatched, the order will be subject to the return conditions below.

Ready-to-ship processing times are separate from preorder processing times.

4. ELIGIBLE RETURNS

Due to the hygienic nature of human-hair extensions, a change-of-mind return may only be considered when:

• The return request is submitted within 7 calendar days of delivery
• The product is unused, unworn, unwashed and uninstalled
• The hair has not been brushed, combed, cut, colored, bleached, chemically treated or altered
• The bundles have not been untied or removed from their original bindings
• All seals, tags and original packaging remain intact
• The item is returned in the same condition in which it was received
• The return has been authorized by Dolls & Duchesses before shipment

Opening, untying, installing, washing, coloring, cutting or otherwise altering the hair makes it ineligible for a change-of-mind return for hygiene and quality-control reasons.

The customer is responsible for return-delivery costs on an approved change-of-mind return. Original shipping charges are non-refundable unless the item was defective, incorrect or otherwise subject to a legal remedy.

5. NON-RETURNABLE PRODUCTS

Unless defective, incorrect, materially misdescribed or otherwise protected by applicable law, we cannot accept returns for:

• Hair that has been opened, untied, installed, worn or handled beyond reasonable inspection
• Hair that has been washed, brushed, combed, cut, colored, bleached or chemically treated
• Custom-made or specially modified products
• Completed preorders after supplier submission
• Products missing their original bindings, seals, labels or packaging
• Products damaged through improper installation, maintenance, heat use or chemical treatment
• Gift cards or store-credit balances

6. DEFECTIVE, DAMAGED OR INCORRECT PRODUCTS

Every order is inspected before customer dispatch. Customers should inspect their order before removing any bindings, seals or tags and before washing, coloring or installing the hair.

If an item arrives damaged, defective, incorrect or materially different from the order confirmation, contact support@dollsandduchess.com as soon as possible, preferably within 48 hours of delivery.

Include:

• Full name
• Order number
• Clear photographs and video of the concern
• Photographs of the packaging and shipping label
• A description of the issue
• Confirmation that the hair has not been installed, washed, cut, colored or altered

Dolls & Duchesses will review the claim and may request additional information or the return of the product for inspection.

Where a claim is approved, an appropriate remedy may include replacement, exchange, repair where suitable, store credit or refund, depending on the circumstances and applicable UAE law.

Reporting a concern after 48 hours does not remove any non-waivable rights the customer may have under applicable law, although prompt reporting helps us investigate delivery-related concerns.

7. NATURAL HAIR CHARACTERISTICS

Raw human hair is a natural product. Minor variations in color, wave pattern, bundle appearance or texture may occur between bundles and orders.

Lighting, photography and screen settings can also affect how color and texture appear online. Reasonable natural variations are not ordinarily considered defects.

Significant differences from the product description or the customer’s confirmed order will be reviewed under the defective or incorrect product section of this policy.

8. RETURN AUTHORIZATION

Do not return a product without contacting Dolls & Duchesses first.

If a return is approved, return instructions and the applicable return address will be provided by email. Products sent without authorization, sent to an incorrect address or sent cash-on-delivery may be refused.

Customers should use a tracked delivery service and retain proof of shipment. Dolls & Duchesses is not responsible for an authorized return lost before it reaches us.

9. REFUNDS

Approved refunds will be issued to the original payment method unless another remedy is agreed with the customer or required by law.

Please allow approximately 7–10 business days after refund approval for Dolls & Duchesses to process the refund. The customer’s bank or payment provider may require additional time for the credit to appear.

Payment-processing times are controlled by the relevant bank or provider.

10. STORE CREDIT

When store credit is selected or agreed as the appropriate resolution, it will be issued electronically and may be used toward a future Dolls & Duchesses purchase.

Store credit:

• Is not redeemable for cash
• Cannot be transferred or resold
• Must be used within 12 months of issuance unless applicable law requires otherwise
• Cannot be applied retroactively to a completed order

A customer will not be required to accept store credit where a monetary refund or another remedy is required under applicable law.

11. DELIVERY CONCERNS

Customers are responsible for providing a complete and accurate delivery address, telephone number and email address.

If an order is returned because of an incorrect address, failed delivery or refusal to accept the shipment, additional delivery charges may apply before it is resent.

If tracking shows a parcel as delivered but it cannot be located, contact Dolls & Duchesses and the courier promptly. We will assist with a reasonable courier investigation. The outcome will depend on the available delivery evidence and applicable law.

12. INTERNATIONAL ORDERS

We are currently accepting orders only within the UAE and GCC regions, but we plan to offer international orders in the future.

13. ORDER INFORMATION

Customers are responsible for reviewing their order carefully before payment, including:

• Product type
• Texture
• Length combination
• Quantity
• Preorder or ready-to-ship status
• Name, email and telephone number
• Billing and delivery address

Receiving an order confirmation does not change the selections made at checkout. Contact us immediately if an error is discovered.

14. FAIR RESOLUTION AND LEGAL RIGHTS

Dolls & Duchesses aims to resolve customer concerns fairly and promptly.

No provision in this policy excludes, restricts or replaces any mandatory consumer right, remedy or protection available under applicable UAE law. If any part of this policy conflicts with a mandatory legal requirement, that legal requirement will apply.

15. CONTACT US

For cancellations, return authorization, order concerns or refund questions, contact:

Dolls & Duchesses
Email: support@dollsandduchess.com

Please include your order number in all order-related communications.