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Returns & Refund & Exchange

Purchased but not personalized or shipped (Cancelation):

Your order will be issued as soon as possible after your purchase, you can request a cancellation within 3 hours after placing an order. You will be charged a 5% processing fee.

 

Product has been personalized/shipped/delivered but unused:

 You can return it to us in its original condition and packaging for a replacement or refund with a risk-free 30-day guarantee.


Due to the specificity of the personalized products, once the product finished personalized, if you apply for a refund, you will be charged up to a 35% restocking fee. (this is withheld from refund). If you have decided to take a refund, please reject this package when it arrives. After the package returned to us, we will donate the doll in your name or your child's name to children in poor mountainous areas. The restocking fee you offered will cover the shipping cost and helps us spread your love to the world.

 

As it is an international transaction. Refunds will be delayed probably and will depend on your local bank.
You will receive it in 5-10 days.



Used products:

We do not offer returns except in EXTREME cases of breakage/malfunction. The customer must email to service@rorolulu.com for a return authorization prior to sending any product back to Rorolulu. Or the refund will not be issued and the customer will have to pay the shipping to get the item returned, or, sacrifice the item.

 

Please send us a notification after you ship the item out and you need to provide a tracking number. Once we received the item you sent and check the item is in good condition, we will exchange or give you a refund. This will be issued in 2 days.

 

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at service@rorolulu.com.



Shipping Damage Claims

In some extreme cases, the item you receive may be damaged during transportation, so you should check the item in good condition when receiving it. If the unfortunate thing really happens, please provide us with the photo or video and contact us at service@rorolulu.com. Notice: we will not accept Shipping Damage Claims later than 14 days from receipt of the product.