Help Center

Shipping destinations:

• We ship both locally and worldwide.
• US shipping turned out to be a bit problematic due to COVID (expect longer Shipping times)
  

Shipping times:

• We ship within 5 business days 

• Shipping within Germany usually takes 1-3 business days to be delivered.
• Shipping within the EU usually takes 3-10 business days to be delivered.
• International orders usually takes 7-21 business days to be delivered via Deutsche Post & DHL
• US Shipping can take up to 60 days due to Covid (shipped via sea way)
  

• Shipping time might vary depending on location, shipment method and other factors

Shipping cost:

• Orders over $69 will have free shipping.
• Orders under $69 will be charged for shipping depending on your chosen delivery method and country. Full price will be displayed at checkout. 

For more information read here: https://dark-dolls.com/policies/shipping-policy

You can select your preferred payment method at checkout.

• We accept secure payments for both local & international customers via Credit Cards, Debit Cards & PayPal.
  
• When offered by Paypal we accept "Pay within 14-days"
  
• We do not offer offline payments or trading offers
• We also do not accept cash payment
  

Note that additional exchange fee may apply if your currency is other than US dollars/Euro.

PREPARED DEMO CONTENT

Your 100% satisfaction is important for us. We offer a 14-days Return & Exchange Policy:

• If a product gets damaged or was faulty upon a delivery - we offer 100% refund. (we required immediate photo proof)
  
• Timing: we have a 14-days Return & Exchange Policy, since the day item was received.
• To be eligible for a return, goods must be unopened, unused, undamaged and accompanied by proof of purchase.
• For returns, please email darkdollsofficial@gmail.com with the subject 'Returns' and include your order number, name and the reason for the return.
• Seller will provide the customer with instructions where to send returned goods. Customers are strongly recommended to get proof of postage when returning goods to avoid "lost packages" situations.
• Please note that customers are responsible for shipping costs of returned items.
• When returned item is received and inspected, customer receives a confirmation email, notifying about the status of the refund.
• If the refund is approved, then it will be processed and a credit will automatically be applied to customer's credit card or original payment method shortly after.

For more information read here: https://dark-dolls.com/policies/refund-policy

Simply add as many items as you wish to your shopping cart while browsing our store. Once you want to proceed with the order - do so by going to the cart and clicking "checkout". Keep an eye out for special deals!

Follow the instructions by providing us with delivery information and select payment method the for goods. Signing up for our email or phone list will also grant you discounts you can enter now in the section "Discount Code". 

Once your order is placed, we will ship your package within 5 business days. By signing up to our phone list you can also receive shipping updates right to your phone!

We are always happy to guide you at any step!

Discounts

• We offer multiple different kinds of discounts from 5-25%!

• Reviews: by leaving a review you can earn 10-20% off! -> 10% (TEXT); 15% (+Photo); 20% (+Photo & Video)
• Returning Buyer: As a little Thank you everyone receives a 10% discount code with their order so you save money the next time you shop!
  
• Email&Phone List: Save 15% by signing up to our Email List & Phone List
• Email Newsletter: Our Newsletter send out different VIP Infos on Sales & Discounts
• Checkout Deals: Keep an eye out! it can happen that we might offer you a limited time deal to save 10-20% off a specific product ;)
  

Loyalty

• We are currently working on a loyalty program for customers who keep coming back to shop with us ♥

• Collect points to receive special Sales & Promotion offers
  

What do we understand under promos & collabs?

• Promotions & Collaborations are both win-win situations for us & you!
• Great way to gain attraction & support us, while enjoying our products!
• We divide in different tiers!
• In the future your collected loyalty points will grant you a short cut access to collabs

Promotion Tiers

• 1st Tier:  "Tiny Doll"

1. You have : at least 1k Followers on Instagram / TikTok
2. You get : avg. 50 - 100 Likes
3. We offer: 15% Off the next order you place
   

• 2nd Tier: "Baby Doll"

1. You have : at least 5k Followers on Instagram / TikTok
2. You get : avg. 250 - 500 Likes
3. We offer: 20% Off the next 3 orders you place

• 3rd Tier: "Big Doll"

1. You have : at least 10k Followers on Instagram / TikTok
2. You get : avg. 500 - 1000 Likes
3. We offer: 25% Off now, 20% every* order you place + a personal 10% discountcode for your followers (you can choose between 5$ cash or a free product for every 15 redeemed codes at checkout)

• 4th Tier: "Little Dark Doll"

1. You have : at least 20k Followers on Instagram / TikTok
2. You get : avg. 2000 - 3000 Likes
3. We offer: 25% Off every* order you place + a personal 10% discountcode for your followers (you can choose between 10$ cash or a free product for every 10 redeemed codes at checkout)

• 5th Tier: "Dark Doll"

1. You have : 50k Followers on Instagram / TikTok
2. You get : avg. 5000+ Likes
3. We offer: 1 free product of choice; 25% Off every* order you place + a personal 10% discountcode for your followers (you can choose between 10$ cash or a free product for every 10 redeemed codes at checkout)

^{*max of 5 orders}

What we ask of you!

Every collaboration partner needs to provide us with the following:

• Instagram: Unboxing Story (24h), at least 1 Permanent post where you show off the item
• TikTok: 1 Permanent video including unboxing + showing off the product
• ALWAYS Tag us! Not tagging our official socials counts as promotional rules not fullfilled leading to a kickout of the Tier-Program
• Do not tag us with other brands in the promotional posts. After that you may do that ♥
• If you receive a referral code you need to mention it as well (you earn $$ from your code as well ;) )
  
• All promotional posts need to be done within 7 business days after arrival OR on a pre-determined date
  

Keep in mind: the more you post & promote, the more likely it is, that we want to keep collaborating with you!

International taxes might be applied depending on your country's taxes policy.

Customs duty is calculated as a percentage of the customs value of the goods:

The percentage or rate varies depending on the type of goods. You can check the tariff applicable in the TARIC database for EU and Import calculator for USA.

• The customs value is made up of:
• the price paid for the goods,
• the insurance cost,
• the shipping cost.

• Where customers can track their orders?

> When ordered a tracked shipping you will receive a tracking number with your confirmation email.

• Is it possible to change the order and how it can be done?

> You can change your order before it is created & dispatched. We usually offer a 24h time frame where you can simply contact our support & ask for a change by providing your order number

• If customer received only part of the whole order, what should be done?

> Please contact our support via the contact form and provide us with the following information:

- order number; full name; photo of order & receipt

• Can a loyal customer get a discount?
  

> YES! We offer multiple discount offers such as Discounts for Reviews, Email/Phone List sign up and way more. Read the section above "Discounts & Loyalty"

• Can the seller send you product test samples?

> We do not offer any samples.

• Can an order be cancelled?
  

> Within the first 24h we offer an Order Cancellation. Just contact us, provide your order number and tell us why you'd like to cancel your order. We will then go ahead an cancel it for you.

• Customs fees and/or taxes for international orders.