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CUSTOMER SERVICE

Need to speak with a Dollbaby?

Call us for expert Styling Advice and Service.
tel: +61 2 9361 3256

The Dollbaby Team are available during business hours
9am - 6pm AUS EST Monday to Friday.

Competition Terms & Conditions

WIN a Luxury $3000 Shopping Spree at Wheels & Dollbaby! To enter simply complete the details in the sign up form on our Website or the Wheels & Dollbaby Facebook page. All entrants will be signed up to Club Dollbaby email list, in which you will receive updates from Wheels & Dollbaby via email only. Competition is open from 16th July 2014 till 15th August 2014 5pm AEST. The winner will be announced across our social media pages on 15th August 2014 at 5pm AEST. Participants can only enter once. Shopping spree is valid for three months in store and online at www.wheelsanddollbaby.com and must be redeemed in full. Not redeemable for cash or gift vouchers. If the winner is an International customer, they are liable to pay any associated import duties and taxes or freight costs. Goodluck Dollbaby!

How to Order

If you've fallen in love and a style belongs in your wardrobe, click 'Add To Shopping Bag'. Sould you wish to order one for a friend, enter the number in the "Qty" box. Your shopping bag will automatically update for you. To review your freight charge, select your country from the dropdown list.

When you are satisfied with your order, proceed to checkout by clicking 'Checkout'. Follow the checkout process, and when you have finished we will email an order confirmation to you. Please note that payment is automatic. If there is a problem with the payment, your order will not be processed. Please either try again or contact our customer service support team at customerservice@wheelsanddollbaby.com

Phone or Fax

If you would prefer to complete your purchase offline, our customer service team are more than ready to assist you. Just call us on +61 2 9361 3256. All prices are in Australian Dollars.

Payment Method

For your ease and convenience, there are two options available to pay for your order: Using your credit card is secure and convenient. We will accept your American Express, Visa & MasterCard payments through our easy to use and secure payment system. Or checkout with PayPal, by simply following the PayPal login prompts to complete the transaction. Orders made with Paypal need to be paid in complete to reserve the style you are after. Any unpaid orders will be cancelled after 48hrs.

Wheels & Dollbaby are not liable for processing fees and charges incurred from your financial institution. Please note that we cannot accept payments from solo, switch, visa electron cards or international bankcards. In special circumstances we also accept payment via direct deposit into our bank account.

If you would like to pay with either of these methods, please contact us at customerservice@wheelsanddollbaby.com.

Delivery Method

If an item is in stock, we will endeavour to ship your order within 48hrs of payment* subject to immediate availability. During busy periods such as sales or new collection releases this may take longer due to the large amount of orders received. If an item is not available for immediate dispatch you will be notified by email & advised of the expected delay. We will notify you via email in the event that an item is sold out & your order is unable to be fulfilled, providing you with the option of back order, exchange or cancelation.

Please note that items are only shipped on weekdays, no items are sent out over weekends. Orders placed on Fridays, Saturdays and Sundays will be processed and sent out the following Monday.

This service requires a signature upon delivery, please ensure someone will be available to sign for your parcel. If you wish your order to be left at the address provided please add this to the comment section.

Australian Orders

Orders can be expected to arrive in 1 - 3 business days. We will endeavour to dispatch all orders placed within 1 - 2 business days, subject to immediate availability.

We ship with Australian Air Express overnight delivery service. This service requires a signature upon delivery, please ensure someone will be available to sign for your parcel as additional charges may be incurred. If you wish your order to be left at the address provided please add this to the comment section (this service is not possible for unit blocks or apartments). We will happily ship to your PO BOX, residential address or business address. No responsibility will be taken for lost or stolen orders without a proof of delivery. Delivery to most areas in Australia is within 1 - 2 working days, but during busy periods allow up to 5 working days. Delivery to some regional areas may also take longer than the usual next day delivery period. If you would like further information regarding how long it will take a shipment to reach you please email us at customerservice@wheelsanddollbaby.com.

FOR A LIMITED TIME ALL ORDERS OVER $100.00AUD RECIEVE COMPLIMENTARY FREE SHIPPING. Standard shipping $15.00AUD applies to orders upto $100.00AUD.

International Orders

Orders can be expected to arrive in 2 - 7 business days* subject to immediate availability.

We deliver to all countries. We ship with DHL as it is a fully traceable and reliable express courier service. This service requires a signature upon delivery, please ensure someone will be available to sign for your parcel. We will happily ship to your residential or business address, unfortunately we do not ship to PO Boxes. Delivery takes between 2 and 7 working days to arrive. Please note that once a parcel has been dispatched its delivery time is out of our control. Periodically your local customs office may hold deliveries for periods up to three weeks before the parcel is released for delivery to you. Unfortunately this is beyond our control.

WE ARE OFFERING COMPLIMENTARY SHIPPING ON ALL USA ORDERS. For a limited time only.

WE ARE CURRENTLY OFFERING COMPLIMENTARY SHIPPING WITH ALL INTERNATIONAL ORDERS OVER $350.00AUD. For a limited time only. Shipping costs for all other International orders are charged at a flat rate of AUD $40.00AUD.

Please note that estimated delivery times are to be used as a guide only, commencing from the date of dispatch, please exclude weekends and holidays and are not guaranteed. Wheels & Dollbaby is not responsible for any delays caused by circumstances outside of our control. We will do our best to inform you of any unexpected delay.

International Duties & Taxes

Please be aware that your local customs office may apply additional charges (Import tax & duties) to your goods upon arrival into your country. These charges are the responsibility of the purchaser. These charges must be paid in full by the recipient before the parcel will be released. For further information on these charges you should contact your local customs department as charges vary from country to country.

Refund Policy

Wheels & Dollbaby will only issue a refund if goods are deemed faulty upon assessment by Wheels & Dollbaby or if stock is unavailable at the time of purchase. We do not offer refunds for change of mind purchases, incorrect sizing or accidental ordering. If you accidently order twice by refreshing your order in checkout you will be issued a credit note for the amount of your order. The are absolutely no refunds or exchanges on underwear, iPhone Covers or earrings. No refunds or exchanges will be given on SALE items so please choose carefully.

Exchange Policy

If you are not delighted with the products that you have chosen you may exchange them within 14 days of receipt. We will be more than happy to offer you an exchange when the products are returned complete, in perfect condition, unused, unwashed and with the original packaging. We cannot accept items for an exchange if the goods are not in perfect condition or it is obvious to us that the goods have been used or washed. If the item you wish to receive is sold out you have the option of a store credit to be spent within three months. We do not offer refunds for change of mind or incorrect sizing choice. There is absolutely NO return on underwear.

If an item is on sale there is NO exchange and no refunds so please choose carefully.

How to Exchange

Wheels & Dollbaby must be notified & approve all exchanges within 2 days of you receiving your order. To notify us of your exchange please email us at customerservice@wheelsanddollbaby.com. We will provide you with an exchange for. This form must be completed and returned to us via email customerservice@wheelsanddollbaby.com or fax 02 9357 4808 in order to ensure your exchanging item is secured for you. No styles will be held without the your confirmation exchange form - we can not guarantee your requested item will be available, every effort will be made to fulfil your request. In the event you are unable to find a suitable item we will gladly offer you a credit note to be used at your leisure within our 3 month period. Please ensure your exchange form accompanies your returning order and is returned to us within 14 days of the date that you received the order. All postage costs are the responsibility of the customer, we recommend you choose an traceable method of shipping as Wheels & Dollbaby will not take responsibility for lost exchanges. Return shipping details will be provided upon approval of your exchange.

Please also allow 5 - 7 working days for your exchange to be processed. We will notify you via email once your exchange has been processed to advise you of an expected return delivery date for your exchange.

Security

We take the security of our customers' personal details very seriously. We use proven technology and physical security measures to ensure the highest level of protection. Any information that you send to us is encoded with Secure Socket Layer (SSL) encryption technology. This sophisticated encryption process ensures that prying eyes are unable to decode your personal data when it travels from your computer to ours. You can tell your browser is in secure mode in the checkout by looking for the padlock icon in the bottom corner of your browser window. We use sophisticated protection technology to ensure that your personal details remain safe. For large orders we may ask for photo identification. This includes a copy of your drivers licence or passport and a copy of the credit card used for the payment. The signature of the card must be visible and the card numbers blacked out except for the first 4 and last 3 numbers.

Privacy

We are committed to your privacy and security. We will only collect personal information if you make a purchase. We will not collect any personal information about you except when you knowingly provide it. Personal information will never be released to a third party without your consent. We do use your information to help us understand our market, so we can improve our service. However, we only use aggregate information, so individuals are never identifiable. We will never sell or licence this information to a third party. We also use cookies as a tool to ensure that the correct data is being sent to your computer. No personal details are contained in the cookie, and they are not used to retrieve any personal information.

Bridal Service

Wheels and Dollbaby are delighted to launch our bridal service, offering and after hours personalised shopping experience with our customer service team within our exclusive boutiques. Bring your bridal party along to view our latest collection and enjoy a private fitting and styling session at your convenience.

Many of our classic dresses offer a modern twist to the traditional bridal gown and bridesmaid dress; designed with style and made with luxurious fabrics to have every woman and her bridal party feeling glamourous and chic on their special day. To book your Wheels and Dollbaby private bridal session contact our boutiques directly or enquire at shop@wheelsanddollbaby.com

Currency Conversion

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