Refund policy

Returns & Exchanges

We hope you love your jewelry as much as we loved creating it! But if something doesn’t sparkle quite right, we are pleased to offer an exchange option as the first and preferred solution, subject to the terms below.

1. Exchanges

Customers may choose to exchange their item for another product.

  • If the selected replacement item is of higher value, the price difference must be paid by the customer.
  • If the selected replacement item is of lower value, the price difference will not be refunded.
  • Exchange requests are subject to product availability.

Return shipping costs for exchanges are the responsibility of the customer, except where the item is defective, damaged, or incorrect.

2. Right of Withdrawal

In accordance with EU consumer protection law, customers have the right to withdraw from their purchase within 14 days of receiving their order.

During this period, customers may:

  • Request an exchange, or
  • Request a refund to the original payment method

When a refund is requested in accordance with the statutory right of withdrawal, the refund will include the product price. Original and return shipping costs are borne by the customer.

3. Refunds

Refunds are issued to the original payment method and are processed once the returned item has been received and inspected.

After the 14-day withdrawal period has expired, refunds are not offered. In such cases, customers may request an exchange or store credit at our discretion.

4. Handmade & Custom-Made Jewelry

Our jewelry is handmade with care.

  • Standard handmade items (non-personalized) are eligible for return or exchange in accordance with the terms above.
  • Personalized or custom-made jewelry (including engraved items or pieces made to specific measurements) is not eligible for return or refund, unless the item is defective or incorrect.

5. Defective or Incorrect Items

If you receive an item that is defective or incorrect, please contact us as soon as possible.

In these cases:

  • You may choose between a replacement, exchange, or refund, in accordance with applicable law
  • We will cover return shipping costs

6. Condition of Returned Items

Returned items must be:

  • Unworn
  • In their original condition and packaging

We reserve the right to refuse returns that do not meet these conditions.

7. How to Request a Return or Exchange

To request a return or exchange, please contact us at info@thedollhouse.gr, quoting your order number and reason for return. We will guide you through the next steps.