The Fashion Media Inc. Return, Refund and Order Cancellation Policy covers our after-sale
requirements for returns, refunds and cancellations.
We stand behind our goods and services, and want customers to be satisfied with them. We'll always do
our best to take care of customers. Refunds will be applied to the tender with which items were
purchased.
To Start a Return
- Select “return or exchange” option
- Download a QR code or print a package label to use any FedEx location.
- Please be sure to pair the item with the correct package and return label. Items sent to us by mistake, with the incorrect label, or that do not meet our return standards will not be returned to you or refunded.
- Customers have a period of "30 calendar days", after the package status is updated to "Delivered" to raise a Return and Refund request.
- Items Returned by Mail: We will credit your account within 7-10 business days of receipt of product. If you have requested an exchange, your account will be charged for the new item and credited for the return.
- If PayPal, Klarna or a credit card was used in combination with a gift card, the merchandise amount will be returned in proportion to the tenders used.
- Shipping Charges: Any upgraded shipping will not be refunded.
Returns and Refunds Criteria
A customer may return a product and get a refund in the following situations below:
- The customer no longer needs the product.
- The customer received a product that did not match the product description provided at the time of purchase.
- The product doesn't fit properly (specific to fashion category products only).
- The fabric, material, or style of the product is not as expected (specific to fashion category products only).
- The product was damaged but the shipping box is in good condition.
- The condition of the product upon delivery was defective.
- The wrong product was delivered.
- The product was delivered but is missing a part or has a broken part.
- The package was delivered but an entire item is missing (not just parts or components).
- The package was delivered but not received by the customer.
- The product was delayed in transit and will not arrive on time.
- The product arrived too late.
Returns and Refunds Standards
- A refund is issued to the customer at the Brand's cost, unless specified otherwise. Customers may only
request a Return or Refund after the package status is updated to "Shipped."
- Customers may only request a Return or Refund after the package status is updated to "Shipped."
- Fashion Media Inc. allows Brands to dispute and appeal refund requests. Fashion Media Inc. reserves the
right to determine if the customer is eligible for a refund. If Fashion Media Inc. decides in favor of
the customer, a refund is issued at Fashion Media Inc.’s cost. All decisions are final and subject to
the direction of Fashion Media Inc.
- Fashion Media Inc. reserves the right to extend the minimally-required order return and refund windows
for specific holidays. Fashion Media Inc. will provide seven (7) days notice prior to an extension. All
notices are communicated through the Dolled Up app.
- Brands have two (2) business days (excluding weekends and holidays) to review refund-only requests. If
no action is taken by the Brand after two (2) business days (excluding weekends and holidays) from when
the request was submitted, Fashion Media Inc. will auto-approve the refund request.
- The customer must upload the necessary information required and return the product within 30 calendar
days from date of purchase. If not, the return request will be closed.
- If the Brand takes no action within 2 business days after receiving the returned product (as determined
by when the logistics vendor uploads that the package was delivered back to the Brand), the return and
refund request will be automatically approved.
- In order to protect customer rights, Fashion Media Inc. can process any refund requests if a Brand's
shop is deactivated and manage any recovery of funds in order to reimburse the customer. Refer to our
Fashion Media Inc. Order Shipping Policy and our Fashion Media Inc. Brand Performance Evaluation Policy
for more information.
- Brands are strictly prohibited from diverting customer transactions off Fashion Media Inc. or soliciting
additional payments for purchases made on Fashion Media Inc., both on the platform and offline. (Insert
contact@dolledup.com link)
- Brands are responsible for correctly and promptly updating their return warehouse address when they move
or change address. Failure to do so will result in the Brand losing the returned package and any items
contained within.
- Fashion Media Inc. is entitled to take appropriate action, which may include, but is not limited to,
destruction or donation of the unclaimed item in any circumstance where the designated delivery address
is inaccessible or undeliverable, including customer rejection of a delivery.
Damaged Product Returns (Logistics Cost)
For damaged product returns (as determined by the customer-chosen return reason), the liable entity of the
logistics (shipping) forward cost will be determined between the Brand and the logistics service provider as
to who is responsible. For Brands using shipping type, Shipped by Fashion Media Inc., Fashion Media Inc.
will determine the liable entity as needed. Learn more about how to file a claim for lost or damaged
packages.
Eligible Product Returns
For eligible categories, the customer has the right to return the product for any reason within 30 calendar
days from the date of order receipt. Brands must provide the necessary support during the customer return
process.
GIFT CARDS
Gift cards will not be refunded.
Shipping Types
- Ship by Fashion Media Inc.: A shipping type where the Brand chooses a Logistics Service
Provider (LSP) listed by Fashion Media Inc. in Brand Center to ship orders.
- Ship by Brand: A shipping type where the Brand chooses their own preferred Logistics
Service Provider (LSP) to ship orders as long as they are supported by Fashion Media Inc.
Batched (Multi-Item) Returns
Only if all items are from the same order and same brand, Customers can return multiple items in one box.
Final Sale Brands & Items
Although final sale products cannot be returned or replaced, customers may request a refund under certain
circumstances:
- Package not received
- Damaged item or packaging (evidence required)
- Defective item (evidence required)
- Missing item from the package
- Item does not match description (evidence required)
- Wrong item sent (evidence required)
Item Replacements for Orders
Customers can select an item replacement when making a return and refund request in the following
circumstances:
- If the item arrives damaged, defective, missing parts, or not as described
- If the wrong item is sent
- If the item is marked as delivered, but the customer did not receive it
Appeals
If a Brand believes that the product was delivered, they may need to provide relevant supporting materials
such as shipping labels, receipts, photos, or videos of the delivery.
- If a Brand believes that the product was delivered, they may need to provide relevant supporting
materials such as shipping labels, receipts, photos, or videos of the delivery.
- Evidence that the package had been handed over to the correct carrier
- Details of the carrier or shipment, such as dispatch date, time, and location
- Ensure that the supporting materials show the product's quantity, condition when packaged, and any
attached package seals.
- A screenshot of the customer's feedback that includes the Order ID details and demonstrates the
product was not received by Fashion Media Inc.
- Fashion Media Inc. reserves the right to request any additional documentation from either the Brand
or customer to support its investigations.
- If Fashion Media Inc. decides in favor of the customer, a refund is issued to the customer at the
Brand's cost.
- If Fashion Media Inc. decides in favor of the Brand, the Brand can be reimbursed for refunded funds
by Fashion Media Inc..
- All decisions are final at the discretion of Fashion Media Inc..
Prohibited Fraudulent Order Behaviors
All fraudulent order behaviors are prohibited on Fashion Media Inc.. These behaviors include, but are not
limited to any violation of Fashion Media Inc. Terms and Conditions (insert link) and Fashion Media Inc.
Privacy Policy
Malicious Orders
A malicious order refers to any order of an item or a service on Fashion Media Inc. that is not made by a
legitimate customer. Malicious orders can be placed for a variety of reasons, such as increasing sales
performance (for example, faking order counts, shop ratings, product reviews, etc.).
Items that do not match the listing description
Brands must deliver products as described in their product listings. Items received by customers cannot
be significantly different from the product's listing details or images. This behavior includes but is
not limited to the following behaviors:
- The item received by the customer is a different color, model, version, or size.
- Item parts are missing or an empty package is received by the customer.
- A Brand uses their creator account to promote a product from their official shop that is
significantly not as described.
Diverting Traffic
Diverting traffic occurs when Brands or creators attempt to redirect traffic off of Fashion Media Inc.
for any reason, such as seeking payments and transactions offline or using a third-party platform.
Diverting traffic includes, but is not limited to:
- Sharing personal contact details with the intent to process offline transactions
- Making offers to buy or sell products off of the Fashion Media Inc. platform