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FAQs
INTERNATIONAL CUSTOMERS:
We ask that all international customers take note of your own tracking information and receipt as we won't be able to track or monitor this for you. International return packages can take 4 weeks or more to reach our facility. Your return may be delayed in getting back to us due to delays with international carriers.
We strive to process your order as fast as possible. If you place your order before 2 pm eastern time Monday through Friday, it will ship out that day. Anything after 2 pm will ship out the next business day. We allow a 1 hour grace period to edit or cancel your order on the checkout page or on your order history. Our team works five days a week to respond to email requests. If you experience any issues trying to edit or cancel your order, we will work with you to process a return.
- Unfortunately, on occasion, we sell out of an item as you’re placing your order. If by chance this happens, your order will be canceled, and you will receive an email informing you of the credit- If your billing information/billing address does not match the information on the credit card, our system cancels the order. If you get an email showing your order was canceled please either try processing the order again or contact us- Payments can be flagged as “fraudulent” inside our system for safety reasons.
Rebdolls, unfortunately, does not split ship orders. If you need your merchandise to go to multiple locations, please submit multiple orders.
When an order is confirmed, unfortunately, we cannot grant the discount or store credit
We process our orders within one business day. (We do not ship on weekends and holidays) Please view rates and cut off times here
- We make sure to ship the order the same day; however, we have cut-off times for all orders after 1PM EST, Monday thru Friday.
- Carrier delays may occur for reasons out of our control, like weather conditions, emergencies, or courier issues.
It takes 24-48 hours for a tracking number to be active once your order has been shipped.
Once your package is shipped, we will send you an email with a confirmation of your shipment. The email will provide you with the tracking number for your package and a link to the shipping carrier’s website.
Please check your neighbors or anyone that was home at the time the package was supposed to arrive. If you still do not have your package, please contact the postal company that delivered the package. Create a case with them; once you have an inquiry number, please contact us.
Unfortunately, we cannot grant a refund for a package that is still in transit. However, you can reach out to the carrier to create a case.
The reasons why a package can be returned to the sender are because the address was incorrect or the address was not found. If that is the case, please reach out to us, and we can see if we can reship the package back to you once we confirm the address.
Yes, we do offer exchanges! For exchanges, there is a 14-day return window. Once your order has been scanned by the carrier, your new order will be shipped out to you!
** If your item becomes out of stock before the returned item is sent out, your order will be cancelled and a refund will be issued**
We apologize for the mishap! At times, we may have issues with our return portal. Contact us and we can provide you with your shipping label.
If you need to return an item for whatever reason, you have 30 days from the shipment's arrival date. Please see our Returns Page for our full refund policies.
Refund: The refunded amount all depends on the current status of your payment plan.
The amount of your refund will go towards your Klarna/Afterpay payments; any future payments will be canceled.
Unfortunately, no, you would still have to make payments to your installment plan. The store credit will reflect via gift card that will be emailed to you.
Unfortunately, we cannot grant a refund/store credit until our warehouse has received the return.
Unfortunately, we are not able to hold items. We sincerely apologize!
Rebdolls does not sell junior sizing. Our styles run true to size unless there is a sizing note on the product's detail page. To learn more about our size chart, please click here
As we like to keep our styles trendy and exciting, we do not restock many items. All restocked items will be announced in the Rebdolls newsletter and on our social media accounts. If the item is still available in limited sizes, you can sign up to be emailed for the desired size by clicking the "Notify Me" link on the item's page.
We work hard to ensure that all of our items are perfect for our customers. If by any chance you have received an item with any sort of damage or misprint, please contact us immediately using the contact form located here. We ask you to provide a picture of the damage as well as the tag. After 14 days, Rebdolls no longer assumes the responsibility for any damages to merchandise. If you choose to return the item for a refund, please notify us as soon as possible before sending the item back to ensure you will get a refund.
Please make sure to double-check if the item is not in the package. If not, please reach out to us here and we will look into it for you.
Pre-ordered items ship on the designated date placed on product details. Please note that if you purchase pre-order items and non-pre-order items - your order will ship together. If you would like your non-pre-order items to be sent earlier, please submit a separate order.
Sometimes certain browsers or devices prevent payments from going through, please make sure to switch your browser or device
USD, GBP, CAD & AUD
All major credit and debit cards. Afterpay, Klarna, Afterpay, Paypal and Shop Pay
There could be multiple reasons why the payment is pending. A few reasons are the CVC is not correct, zip code didn’t enter correctly, or left the transaction page before completing it.
Pending usually falls from the bank account within 3 - 5 days.