Shipping Policies
Clothing ships in around 14 business days from date of order. Please note that items ordered on Friday after 12 pm PST, Saturday or Sunday will start processing on the next business day. Dolls, Accessories and Commissions have estimated shipping time on their shop page or in your invoice email.
Clothing and small accessories can be shipped First Class Mail. Dolls can only be shipped with Priority Mail or Express Mail with Signature Confirmation.
All orders over $200 will be shipped with Signature Confirmation. Please be aware that this means someone must sign for the package. USPS does not always check ID when getting this signature, particularly if they deliver to the delivery address. If you have concerns please request your local postal service to hold your mail for pickup. Once items have been delivered and we receive confirmation of signature, we are no longer responsible for the package, including any loss or theft.
We do not mark down values for Customs. The Customer is responsible for any and all Customs Fees.
Customer may request in transit shipping insurance for all shipments. Customer is responsible for extra cost. We are not responsible for any loss or damage incurred after delivery of items by the postal carrier.
We do not conduct local delivery, no exceptions.
Customer is responsible for keeping all delivery addresses up to date. We do not confirm addresses before shipment.
Returns and Exchanges
Because of the custom nature of our products, orders cannot be cancelled once paid for and cannot be refunded.
We will repair or replace damaged items. Damaged items must be shipped back to us in their entirety, in the same condition that they arrived in and with any and all parts, including broken ones, before a replacement/repaired version will be sent. The Customer must receive an authorization for return of damaged items. Items sent back to us without notice will be refused and returned to sender, so please make sure to always contact us first.
All items must be inspected and any damage must be reported to us within 3 days of the delivery date, no exceptions. Damage reported after this time will incur a repair fee.
Commission Policies
Commissions are very time consuming and are very delicate work. For this reason, your commission may take several months before completion. Work will be completed as quickly as possible, however please be patient with the time it takes to finish the project. Due to this, we cannot meet any deadlines.
A final set of images will be sent to the Customer once the project is complete. The Customer will receive their final shipping invoice once those images are approved and the commission will be sent to the address on file.
Have more questions? Please contact us at sales@karlyl.com.