Return & Refund Policy

Last updated: 20 September 2026

Thank you for choosing Moon & Milk Dolls. This policy explains your cancellation and return rights when buying from this website. Nothing in this policy affects your statutory rights.

1. Change-of-mind cancellations

For most goods bought online, you have 14 days after receiving your order to tell me that you wish to cancel. You then have a further 14 days to send the goods back.

To cancel, email hello@moonandmilkdolls.co.uk with your name, order number and the item you wish to return. I will confirm the return instructions and return address. Please do not send an item back before receiving those instructions.

2. Looking after returned goods

You may inspect an item as you reasonably would in a shop. You are responsible for any reduction in value caused by handling beyond what is necessary to establish the item’s nature, characteristics and condition. Any deduction from the refund will reflect the actual loss in value.

Please return the item securely and, where reasonably possible, include its original packaging and all parts, certificates, accessories and box-opening extras. Missing or used items may reduce the refund only where they have reduced the order’s value.

3. Refunds

For an eligible cancellation, I will refund the price paid and the cost of the least expensive standard delivery option offered for the order. If you chose a more expensive delivery service, the additional cost is not refundable.

I may withhold the refund until I have received the goods back or you provide evidence that you sent them, whichever happens first. The refund will be made within 14 days of that point, using the original payment method, without a refund fee.

4. Return postage

For a change-of-mind return, you are responsible for the direct cost of returning the goods. A suitable tracked service is strongly recommended, with appropriate insurance for high-value dolls.

If an item is faulty, damaged, mis-described or sent in error, Moon & Milk Dolls will cover or refund reasonable return-postage costs.

5. Custom and personalised reborns

The change-of-mind cancellation right does not normally apply to a doll made to your specifications or clearly personalised for you. This does not affect your rights if a custom or personalised item is faulty, damaged or not as described.

6. Care sprays, conditioners, bottles and accessories

These products are covered by the normal online cancellation rules described above. They are not supplied with a tamper-evident hygiene seal, so this policy does not apply a sealed-goods hygiene exception.

You may inspect them as you reasonably would in a shop. If a product is used beyond that and its value is reduced, an appropriate deduction may be made from the refund.

7. Faulty, damaged or mis-described goods

Please contact me as soon as reasonably possible if an item arrives faulty, damaged or not as described. Reporting visible transit damage within 48 hours helps me investigate with the delivery company, but it is not a deadline on your statutory rights.

Please keep the packaging and include clear photographs where possible. Depending on the circumstances and your legal rights, I will arrange an appropriate repair, replacement, price reduction or refund.

8. Cancellation form

You may cancel by email using the details above, or copy and send the following wording:

To: Moon & Milk Dolls, Office 13125, 182–184 High Street North, East Ham, London, E6 2JA, United Kingdom — hello@moonandmilkdolls.co.uk

I give notice that I cancel my contract for the sale of the following goods:

Order number and goods:
Ordered on / received on:
Name:
Address:
Date:

Need help?

If you have questions about a return or want more information before buying, email hello@moonandmilkdolls.co.uk.