Sales, Shipping & Returns Policy
Handmade dolls created with care, intention, and respect—for our customers and our makers.
Black Dolls Matter® creates handmade dolls and cultural objects rooted in care, representation, and intention.
Many of our offerings are made-to-order, small-batch, or limited-edition and are not mass-produced consumer goods.
This policy is designed to be clear, fair, and protective—of our customers, our makers, and the integrity of the work.
Because many items are custom-made or produced in limited quantities, all sales are final unless otherwise stated.
If you have questions about sizing, materials, timelines, or care before ordering, please contact us at service@blackdollsmatter.com.
We are always happy to help you make an informed decision.
Final Sale Items
-
Custom or commissioned dolls
-
Made-to-order dolls
-
Limited-edition or numbered dolls
-
Ceremonial, healing, or storytelling dolls
-
Items marked “Final Sale”
-
Digital products or downloads
These items are created specifically for you or produced in intentionally small quantities.
Defective or Incorrect Items
We will review concerns if your item arrives damaged in transit or if you receive the incorrect item.
You must contact us within three (3) business days of delivery. Failure to notify us within this window constitutes acceptance of the item as received.
To submit a claim, email service@blackdollsmatter.com and include:
• Order number
• Description of the issue
• Clear photos
If approved, resolution may include repair, replacement (when available), store credit, or refund at our discretion.
What Is Not Considered a Defect
-
Natural variations in fabric, stitching, color, or texture
-
Minor asymmetries consistent with handmade work
-
Differences between screen displays and physical items
-
Personal preference or buyer’s remorse
Each Black Dolls Matter® doll is unique by design.
Production & Turnaround Time
Standard turnaround time is 8–12 weeks from the purchase date. This is an estimate, not a guarantee.
Production timelines may be affected by supply chain interruptions, holidays, high order volume, or carrier delays.
Shipping Information
Orders ship via USPS, UPS, or Priority Mail.
Optional services:
• Shipping insurance & tracking: $15
• Signature confirmation: $3.10
Customers are responsible for providing accurate shipping information. Title and risk of loss transfer to the customer once the package is handed to the carrier.
Rush Service
Rush production is available for $55 per doll, subject to availability.
Rush orders ship within 7–10 business days from payment. Rush fees are non-refundable once production begins.
To request rush service, email service@blackdollsmatter.com immediately after ordering.
Care Responsibility & Limitation of Liability
Customers are responsible for proper care after delivery. We are not responsible for damage caused by improper handling, alteration, moisture, heat, pets, or use outside the intended purpose.
Black Dolls Matter® is not liable for carrier delays, lost or stolen packages after shipment, or damage after confirmed delivery. Liability shall not exceed the purchase price of the item.
Customer Support
Business Hours:
Monday–Friday | 9:00 AM–5:00 PM EST
Closed on holidays
Email: service@blackdollsmatter.com
We approach every concern with care and good faith. Our goal is resolution—not conflict—while honoring the integrity of handmade, culturally significant work.
