Refund policy

We want you to love what you ordered. Because we sell both ready-to-ship toys and made-to-order furniture, the rules differ slightly between the two. Please read the section that applies to your purchase.

1. Toys, Dollhouses & Miniatures — 30-Day Returns

  • You may return toys within 30 days of delivery for a full refund of the product price.
  • Items must be unused, in original condition and in original packaging, with all parts and tags included.
  • Plush toys that have been washed, and any item that shows signs of use, cannot be returned for hygiene and safety reasons.
  • Return shipping is paid by the customer unless the item arrived damaged, defective or incorrect (see Section 3).

2. Wood Furniture & Decor — Made to Order

Every furniture piece is handcrafted specifically for your order. For this reason:

  • Made-to-order furniture cannot be returned or exchanged for change of mind, including size, color or style preferences, once production has begun.
  • Natural variations in wood grain, knots, color tone and live edges are characteristics of handmade solid wood and are not considered defects.
  • Furniture is always covered if it arrives damaged, defective, or materially different from the product listing or your confirmed custom specifications — see Section 3.
  • Small, non-customized decor items (wall art, shelves, lamps) that are unused and in original packaging may be returned within 30 days; return shipping is paid by the customer.

3. Damaged, Defective or Incorrect Items (All Products)

If your order arrives damaged, defective, or is not what you ordered, we will make it right at no cost to you.

  • Email support@marycharlesdollhouse.com within 48 hours of delivery with your order number and clear photos of the item and the packaging.
  • For freight deliveries, please also note the damage on the carrier's delivery receipt.
  • We will offer a repair, replacement or full refund, depending on the issue, and we cover all shipping costs.
  • Please keep the original packaging until the issue is resolved.

4. Order Cancellation

  • Toys: you may cancel free of charge within 12 hours of placing the order. After that the order may already be packed; if it has not shipped we will still try to cancel it.
  • Furniture: you may cancel free of charge within 48 hours of placing the order. After 48 hours, materials have been cut and production has begun, so the order can no longer be cancelled or refunded.
  • To cancel, email support@marycharlesdollhouse.com with your order number.

5. How to Start a Return

  1. Email support@marycharlesdollhouse.com with your order number, the item(s) you wish to return, the reason, and photos if the item is damaged.
  2. We will reply within 2 business days with a return authorization and the return address. Please do not ship anything back before receiving authorization.
  3. Pack the item securely in its original packaging and ship it with a tracked service. Send us the tracking number.

6. Refunds

  • Once we receive and inspect the return, we will email you and issue the refund within 3 business days.
  • Refunds are issued to the original payment method. Your bank or card issuer may take a further 5–10 business days to post it to your account.
  • Original shipping was free, so the refund is the full product price. Return shipping costs (when paid by the customer) are not refunded.

7. Exchanges

We do not process direct exchanges. If you would like a different item, please return the original (where eligible) for a refund and place a new order.

8. Non-Returnable Items

  • Made-to-order or customized furniture (except as covered in Section 3)
  • Used, washed or damaged-after-delivery items
  • Items returned without prior authorization or after the 30-day window
  • Gift cards

Contact

Mary Charles Doll House
1901 Oxmoor Rd, Homewood, AL 35209, United States
Email: support@marycharlesdollhouse.com
Hours: Monday–Friday, 9:00 AM – 5:00 PM CT