Custom orders are closed but I would like a custom doll.
When custom order are closed we offer a "back burner" list. This list is only for dolls that do not have a time limit like a Birthday gift ect. You can contact us like usual then go on the list for contact when orders re-open. When orders are ready to be re-opened we will contact you and ask if you still want your doll, then the process proceeds like usual.
I love your Serpentine dolls but why are they so expensive?
Our Serpentine dolls are so much more detailed than our other dolls. Each one has an armature skeleton and posable limbs. These dolls can take up to 12 hours to create and usually use more expensive materials. Serpentine dolls come with an individual creator certificate including their Serpentine number and every detail of fibres/details on the doll.
How do I keep my doll in perfect condition?
Our dolls are intended for display purposes only. As they are made of felt if they are handled often they will pill and can easily get dirty. We recommend keeping your doll in a glass cabinet if you can, or dusting it regularly. A lint roller can gently be used if it gets pet fur ect on it. However, sometimes they get fluffy when you do this, you can very carefully with small scissors trim off this extra fluff. If your doll does get a spot of dirt on it use a baby wipe or damp paper towel to very gently spot clean. Do not ever saturate your doll, it will become misshaped, VERY pilled and fluffy.
Shipping, Policies & FAQ
* please be aware that shipping has slowed down in some areas due to the Coronavirus outbreak* I will keep shipping within Australia as long as I can but will only be shipping once a week.
All doll orders valued under $100 are sent via AusPost. Order between $50 and $100 will require a signature on delivery. All parcels should be received within 7 business days of shipping. We ship within 2 business days of dolls being purchased (not including custom made dolls) and will notify you with a tracking number. If you do not receive your doll in 7 days or the shipping status has not changed for a few days please contact us ASAP. Express shipping is now an option!
Orders valued $100 and over are sent via a courier service. This is a guaranteed service and usually takes less than 3 business day. Dolls shipped via this service are insured and will require a signature on delivery.
*Due to the Coronavirus outbreak I have decided to close International shipping. Australia Post has suspended its “Economy Air” (our standard shipping service) international delivery service for parcels to all countries, territories and regions effective 3 April and until further notice.*
*When shipping resumes*
Orders valued under $100 are not tracked. All doll orders valued $100 and over will require a signature on delivery and are tracked. We ship within 2 business days of dolls being purchased (not including custom made dolls) and will notify you with details. Delivery worldwide is usually within 16 business days. If you do not receive your doll in 20 days or the shipping status has not changed for a few days please contact us ASAP. If express shipping is required please contact us. Please note that express international shipping from Australia is quite expensive as we live on an island!
If one of our handmade dolls is deemed to be faulty or you are unhappy with your purchase, we are more than happy to refund your money or have the doll back for repair as long as the return is made within 30 days of the purchase date. All returns will be reviewed on a case-by-case basis. We do not send a replacement doll as they are one of a kind. Please contact us for steps in this process. Please note we don't cover shipping or import fees on returns and we do not refund the original shipping charges to you.
The doll must be in its original packaging. A refund will be issued once the doll has come back to the studio and is reviewed.
If your unique doll needs a repair after the 30 day period we offer a doll hospital service. Fees may apply depending on the circumstances as our dolls are art dolls and intended for display purposes only for adults.