Please see below for our policies on shipping and returns.
Your projects are important to us. We ship orders out as soon as possible, usually within 1-3 business days.
Free shipping on orders in the USA! Choose our free shipping option at checkout for free standard shipping on your order. Selecting this option means your order will ship via USPS First Class (small orders under 16 oz.) or Priority Mail (orders weighing more than 16 oz.) within the USA. If you are placing a small order (under 16 oz.) and wish to upgrade from First Class to Priority, we offer this upgrade at checkout. First Class estimates 2-5 days transit, while Priority estimates 2-3 days, however these are only estimates and are not guaranteed to arrive by a specific date. We are located in Mississippi, United States.
Please note that transit may be delayed during holiday seasons due to the high volume of mail going through USPS. We always ship orders out promptly but cannot do anything beyond that to ensure your package arrives by certain dates.
Please take note of the USPS postal holidays. Packages cannot be mailed out, carried or delivered on these dates.
We offer shipping worldwide! International shipping is a flat rate of $20 per package to Canada, or $30 per package to other countries. We are usually able to fit from 1 to 6 wigs or 1 to 6 pairs of eyes in these flat rate packages. (Customers are responsible for any duty, tax or import fees). Orders will be shipped via Priority Mail International with tracking and insurance. Arrival time is estimated at 6-10 business days from the date of shipment, however please note we cannot guarantee a delivery date for international orders and your package could arrive later, particularly during holiday seasons or if they are held in customs for any length of time.
All dolls are packed safely and shipped via insured Priority Mail within the USA. Usually this takes 2-3 days from time of shipment to delivery. Please note we cannot guarantee an exact delivery date.
At this time we only ship dolls within the USA.
We strive to provide the highest quality products for your custom dolls. We ask that you look your order over as soon as you receive it. If for any reason it does not meet your expectations, please contact us within 14 days of delivery and we will do our best to assist you. Please note that returns or exchanges initiated after 14 days of delivery will not be accepted.
If your return request is accepted, we will provide you with an RMA number to return your wig or eyes.
All products must be returned to us in new, unopened condition with all original packaging. (If we receive returned products that have been opened or used, we will not be able to accept the return and you will need to cover shipping costs back to you). Returns are subject to a 30% restocking fee. Shipping upgrade or international shipping charges will not be refunded. Returns are processed within 2 weeks of when we receive them.
Please note we are not able to accept returns on opened products unless they are defective. We are a small business with very limited stock, and unfortunately cannot offer our products for trial purposes to check fit, color, length, and style on your doll. Please note that we will not consider color or length differences a defect, nor do we consider small differences in sizing and fit a defect. Some colors may appear different in photos and on certain devices/monitors than in real life, and color patterns may vary slightly. Length and style can vary slightly from wig to wig, as each wig is hand cut and styled, and may appear different on our doll models than on your specific brand or mold of doll. And while we strive to make the fit of our wigs consistent, they are each made by hand and can possibly vary slightly in sizing from how the seams are sewn, how many wefts there are, and what type of material is used for a specific color. Our sizing and fit is always approximate, not exact. This is unavoidable and we ask that you note this prior to purchase as this disclaimer appears on all product listings.
If for any reason you change your mind about an opened or used product, and no longer want it, we invite you to offer it for sale on our Facebook groups Doll Wigs by Beautifully Custom and Custom American Girl Doll Market.
Defective products: Please remember that while we strive for the best quality wigs, eyes, and accessories, our products are handmade and may have tiny inconsistencies. As with any handmade clothing, toys, or anything else, none will be truly 100% “flawless.” We examine each of our products closely prior to packaging to avoid obvious or significant defects. However, occasionally we might miss something noteworthy, in which case we are happy to provide an exchange, price adjustment or return. In the event that your item is significantly flawed, please contact us within 14 days of receiving your order. Please send pictures of the flaws. Defective products must be returned in new, opened but unused condition with all original packaging. If you notice a flaw after your product has been used (wigs that have been glued, styled, altered or noticeably played with, eyes that have been installed or noticeably handled) we cannot offer a refund or replacement.
Returns must be shipped back (postmarked) to us within 7 days of our return or exchange authorization. If it has been more than 7 days since you received your RMA # and you have not shipped your return, please contact us for a new RMA number. Returns postmarked later than 7 days past the authorization date are not eligible for refunds or exchanges.
“Seconds quality” products are final sale, sold as is (flawed), and are not eligible for returns or exchanges.
Pre-orders and limited edition products are final sale and cannot be returned or exchanged. Pre-orders may not be cancelled or altered after the order is placed.
All dolls are final sale, sold as is, and may not be returned or exchanged.
Doll face-up commissions are also non-refundable.