Customer Service

Need to speak with a Customer Service?
Call us 
tel: +61 2 9460 8604
The Dollbaby Team are available during business hours
9am - 5pm AUS EST Monday to Friday.

How to Order
If you've fallen in love and a style belongs in your wardrobe, click 'Add To Cart'. Should 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

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 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.

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.

Should you refuse delivery or payment of duties and taxes, your parcel will be returned to Wheels & Dollbaby and a credit note will be issued only. The customer is then responsible for the original shipment charges incurred to Wheels & Dollbaby, any import fees on the package, cost of goods if damaged or destroyed, and the cost of returning the package to Wheels & Dollbaby. This amount will be deducted from your total merchandise credit note.

Return and Refund Policies

Refund

No refunds are offered for change of mind or incorrect size choice. We do not refund if the garment is no longer suitable or it does not fit or if the garment is damaged due to not following the labelled care instructions. Clicking 'Place Order' confirms that you accept the terms and conditions of the transaction. Once we accept your order these terms and conditions apply. This also applies if you receive an item and you refuse to accept the package from the Post Office or Courier Company.

Exchange

Wheels and Dollbaby will offer and exchange for incorrect size choice provided you return the garment within 10 days from the date of receipt. Returns must be unworn and in original condition with all tags attached. Please include the completed returns form with your return and notify returns@wheelsanddollbaby.com of your tracking details of your return.

Faulty Items

If an item purchased is faulty, you must inform Wheels and Dollbaby within 10 days of receiving your order via email to returns@wheelsanddollbaby.com. Please note if faults occur after the garment has been worn generally this is not the responsibility of Wheels and Dollbaby depending on the time frame being ‘Reasonable’. These situations will be determined on a case to case basis. Wheels and Dollbaby has the right to refuse responsibility after the garment has been worn.

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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.