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FAQ

Is Presentation Bags Included?

Some of our personalized dolls are shipped with free delicate gift bags. You can see what is included in the package on the product description page.

 

Is My Doll Machine-Washable?

Our products are washable but please be aware that the personalization might easily come off if you heat it to 35 degrees.

 

How Long Does It Take To Process My Order?

NOTE: Please allow extra time for processing your order during this critical time of the COVID-19 pandemic.

Most orders are processed and shipped within 2-3 business days and will arrive within 3-10 days after shipping with standard shipping service, depending on weight and destination. We will email you with a tracking number once your order ships.

 

What If I Haven't Receive My Package?

If the tracking information indicates that your order was delivered but you have not received it, be sure to check everywhere - occasionally carriers leave deliveries with neighbors, building managers, or places such as your porch, garage, or even behind bushes.

 

I Still don't Get My Shipping Confirmation Email?

The shipping confirmation email is sent to your email address once your package is dispatched (within 3 business days after your order is placed). But sometimes it might have gone to your spam. Try searching 'rorolulu' with the searching tool of your email page and you might spot it.

If the method above doesn't work, it might happen that you have left the wrong email address. Email us at service@rorolulu.com so that we can get you covered.

 

Do You Have Offline Retail Stores?

Sorry for the inconvenience, we are currently only selling online and don’t have offline retail stores. For more details about the products, you can search on our website or contact us. 

 

How Long Can I Receive My Refund?

After your refund was issued, it will be credited to your account in 3-5 working days. 

 

Cancel Or Exchange Order

When you need to cancel or modify your order, please contact us before it is shipped. Please note that a full refund is only allowed for the cancellation within 24 hours after purchase. 

 

Return Address

Please contact us before you send the order back, we will provide you with the return guidelines and address. Please note that we can’t receive it if you send your order back to the address on the package.

For more specific information, please read our return policy.