Please make sure you have selected right options (e.g. size, color and quantity) prior to completing the order.
Once the order is completed, it is assumed that the customer agreed on our exchange/refund policy.
Requests for exchange/refund are accepted only if the requests are made on the Exchange/Refund request board within 3 days of the date of receipt.
The shipping costs occurring from refund process due to misdelivery or product defect are the responsibility of Aileen Doll and we will make our best effort to process your request as soon as possible.
1. Requirements for exchange/refund request
Please take into consideration that Aileen Doll accepts refund requests only and not exchange requests.
Eligible for refund
- Refund requests that are made within 24 hours of order placement and payment (applicable to orders under [Preparing for shipping] status only)
- Products that are out of stock
- Misdelivered orders
- Defective products
- Refund requests for the cases stated above are accepted only on condition that the products’ labels and tags are intact and products have not been tried on)
- If your order remains under [Preparing Products] status for 30 days or longer from the date of payment without any notification from our customer service, you are eligible for refund of the applicable order. Please post a refund request on our Exchange/Refund request board.
Or, if you choose to receive the rest of your order nonetheless and get a partial refund of the delayed products, please post a refund request on our Exchange/Refund request board AFTER you receive your parcel.
Ineligible for refund
- Refund requests due to the customer’s change of mind (size, color, etc.)
- Refund requests for the entire order which contains out-of-stock products
- Refund requests for products with damaged tags or labels, accessories (shoes, purses, and other accessories) and hand-made shoes are not accepted
- Refund requests for products that have no tags or labels
2. Refund process
- Refund of out-of-stock products
*Single-product order : please post a refund request on our Exchange/Refund request board.
Order number, product code of the out-of-stock product, and the reason for the request are required.
*Multiple-product order : please post a refund request on our Exchange/Refund request board AFTER you receive the rest of your order.
Order number, product codes of the out-of-stock products, and the reason for the request are required.
- Refund of misdelivered or defective products
Please post a refund request including pictures of the whole products and detailed pictures of the defective parts on our Exchange/Refund board.
Order number, product codes of the misdelivered or defective products, and the reason for the request are required
Our customer service will shortly contact you upon checking on your request.
3. If you find any product(s) of your order missing in your parcel
-Please contact our customer services the VERY DAY you receive your parcel.(via telephone or, if unavailable, via our web board)
-Please make sure you keep your parcel intact, including all the contents and package(the box and plastic bags etc..)
In order for us to examine the case and take appropriate action, it is crucial that you follow the instruction above.
International shipments may be subject to import taxes, duties and customs fees, which are levied once your package reaches the country of destination, and are the responsibility of the recipient. In case that the customer refuses to receive the parcel, the products are to be returned to Korea and will not be shipped again. According costs(shipping, customs and etc) are the responsibility of the customer and will be deducted from the refund.