Return & Order Policy

We care about every Cottonland friend — please read carefully before purchasing 🌷

Return & Order Policy | Cottonland

Thank you for choosing Cottonland. We pour our hearts into every item and want your experience to be wonderful. Please read our policies carefully so you know exactly what to expect when you order from our family.

✏️ Order Modification

We understand that sometimes you need to make an adjustment. If you wish to make any changes, please contact us as soon as possible before your order is shipped.

Changing the Shipping Address:

  • Please contact us via online chat or email (cottonland0920@gmail.com) before your order is shipped.
  • Once an order has been dispatched, we’re unable to update the address. You may contact your local courier to redirect the package or pick it up at the original address.

A Note on Undelivered Packages:

Please note that Cottonland is not responsible for lost or undelivered packages in the following cases:

  • The customer moved without updating the address before shipment.
  • No one was available to receive the package and the courier could not reach the customer.
  • The package was destroyed by the courier due to long-term unclaimed status.
  • Our team attempted to contact the customer via email or SMS but received no response.

🚫 Order Cancellation Policy

If you need to cancel an order, please reach out to us quickly! Timing is key, as our items are custom-made.

  • Orders canceled within 24 hours and before processing are eligible for a full refund.
  • Orders that have entered processing but are not shipped: A refund of 80% is possible. (This helps us cover the costs of materials and labor already started for your custom order.)
  • Pre-order items that have been processed: A refund of 60% is possible. (As pre-order materials are often secured just for you.)
  • Shipped orders cannot be canceled.
  • Refunds will be issued within 5 business days to the original payment method.

If your card has expired or been canceled, please refer to: 👉 PayPal Refund Help

💌 Our Return Policy (Please Read with Care!)

Because every item at Cottonland is custom-made with care just for you, we are unable to accept returns or offer refunds for personal reasons. We want you to be thrilled with your purchase, so please double-check your choices before ordering! ❤️

This includes reasons such as:

  • A simple change of heart
  • Choosing an incorrect size (Please check size charts!)
  • Dissatisfaction with the color or fabric as seen on your screen

When Returns Are Welcome:

We stand by our quality! We will, of course, make things right if we've made a mistake. Returns are happily accepted under these conditions:

  1. Received a Damaged or Defective Item – You received an item that is damaged, defective, or not as described.
  2. Wrong Item Shipped – You received an incorrect item that you did not order.

📦 How to Request a Return

If you've received an item with a quality issue, please let us know so we can help!

  1. Contact our friendly customer service team via online chat or email at cottonland0920@gmail.com within 7 days of receiving your package.
  2. To help us understand the problem, please include your order number and a clear unboxing video. The video should show the package being opened and clearly display the issue. Clear photos are also very helpful!
  3. Once our team reviews your request, we will get back to you with further instructions.

Please note: As our products are custom handmade, we are unable to process claims for non-quality issues or claims made after this 7-day period. The unboxing video is crucial for us to verify damage that may have occurred during transit.

✅ Solutions for Approved Returns

Upon confirmation of a quality issue or our error, we want to find the best solution for you. We offer the following options:

Option 1: Partial Refund

You will receive a partial refund as compensation, and you can keep the item — no need to ship it back.

Option 2: Re-shipment

We will ship a correct replacement item to you free of charge.

(Please note: Return shipping costs for incorrectly shipped items are the responsibility of the customer if they choose to return it. We recommend using a trackable shipping service.)

📋 Return Conditions

To be eligible for any return solution, please ensure the following:

  • Items must be unworn, unwashed, and unaltered.
  • All original tags and packaging must be included.
  • Missing or damaged security tags may cause delays or rejection of the refund.
  • A special note on dolls: Since our dolls are handmade works of art, we cannot accept returns or exchanges if their hair (like bangs) or body has been styled, "dressed up," or altered in any way that affects their original condition for resale.
  • Shipping fees, duties, and handling charges are non-refundable.
  • Clearance and final sale items cannot be returned or exchanged.

Thank you for your understanding and support! ❤️