Return policy

At Lucy in the Dream (https://lucyinthedream.com), we want you to be delighted with your purchase of our collectibles, such as plush blind boxes, BJD dolls, PVC figures, 20 cm dolls, and anime-inspired keychains. Our Return Policy outlines the conditions under which you may return or exchange eligible items. This policy applies to purchases made through our website and is valid for 90 days from the date you receive your order. Please read the details below carefully to understand our process.


Eligibility for Returns

To be eligible for a return or exchange, your item must meet the following criteria:

  • Timeframe: The item must be returned within 90 days from the date of delivery.

  • Condition: The item must be unused, in its original condition (e.g., unopened blind boxes, undamaged dolls, or unworn doll clothing), and in its original packaging (including tags, boxes, or protective wrapping).

  • Proof of Purchase: A receipt, order confirmation email, or order number is required to process your return.

Returns that do not meet these conditions (e.g., items showing signs of use, missing parts, or lacking original packaging) will be refused and returned to you at your expense. Items should not be sent back to any manufacturer or third-party supplier.


Non-Returnable Items

The following items are not eligible for return or refund:

  • Sale or Discounted Items: Items purchased at a discounted price during sales or promotions.

  • Opened Blind Boxes: Due to the surprise nature of blind boxes (plush, BJD, or PVC figures), opened or partially opened boxes are not returnable unless defective.

  • Customized Products: Items tailored to your specifications (e.g., custom-designed doll outfits).

  • Gift Cards or Reward Certificates: These are non-refundable unless required by law.


Refunds

Refund Process

  1. Initiate a Return: Contact us at [email protected] with your order number and reason for return to receive a Return Merchandise Authorization (RMA) number.

  2. Return Inspection: Once we receive your return, we will inspect the item within 3 business days and notify you via email about the approval or rejection of your refund.

  3. Refund Issuance: If approved, your refund will be processed to your original payment method (e.g., credit/debit card, PayPal) within 3 business days. Refunds include the item’s purchase price and any applicable taxes, excluding shipping costs unless the return is due to our error.

Partial Refunds

Partial refunds may be issued in the following cases:

  • Items showing minor signs of use but still in resalable condition.

  • Items returned with missing parts (e.g., doll accessories or packaging) not due to our error.

  • Items returned after the 90-day return window but within a reasonable timeframe, at our discretion.

Late or Missing Refunds

If you haven’t received your refund within the expected timeframe:

  1. Check your bank or payment account for the transaction.

  2. Contact your payment provider, as processing times may vary (typically 3–5 business days).

  3. If the issue persists, email us at [email protected] with your order and RMA number.


Exchanges

We offer exchanges only for items that arrive defective or damaged. To request an exchange:

  • Email us at [email protected] with your order number, a description of the issue, and photos of the defective or damaged item.

  • If approved, we will provide instructions to return the item and ship a replacement of the same item, subject to availability.

  • Exchanges for non-defective items (e.g., changing your mind about a doll’s outfit) are not permitted, but you may return the item for a refund and place a new order.


Shipping Returns

Return Process

To return an item:

  1. Contact us at [email protected] to obtain an RMA number.

  2. Package the item securely in its original packaging, including the RMA number on the label.

  3. Mail the item to the return address provided in your RMA instructions.

Shipping Costs

  • Customer Responsibility: You are responsible for return shipping costs unless the return is due to a manufacturing defect, damage during transit, or our error (e.g., wrong item shipped).

  • Non-Refundable Shipping: Original and return shipping costs are non-refundable unless the return qualifies as above.

  • Recommendations: For high-value items (e.g., BJD dolls or PVC figures), we recommend using a trackable shipping service and purchasing shipping insurance. We are not responsible for lost or undelivered return packages.

Delivery Timeframe

The time it takes for your exchanged or replacement item to reach you depends on your location and the shipping method used. We aim to process and ship replacements within 3 business days of receiving your return.


Damaged or Defective Items

Inspection Upon Receipt

You are responsible for inspecting your order upon delivery. Any damage or defects must be:

  • Noted on the delivery receipt with the carrier at the time of delivery.

  • Reported to us within 14 days of receipt by emailing [email protected] with photos and details of the issue.

Failure to report damage or defects within 14 days may result in the item being deemed “acceptable,” and no returns or exchanges will be permitted.

Resolution

For verified damaged or defective items:

  • We will offer a full refund (including purchase price, taxes, and original shipping costs) or an exchange for the same item, based on your preference and availability.

  • We will provide a prepaid return shipping label for qualifying returns.

  • If the item is no longer in stock, we may offer a store credit or refund at our discretion.


Proof of Purchase

A valid proof of purchase (e.g., receipt, order confirmation email, or order number) is required for all returns, exchanges, or warranty claims. Digital copies are acceptable. Without proof of purchase, we may be unable to process your request.


Credits and Refunds

  • Taxes: Applicable taxes paid on the purchase will be refunded.

  • Restocking Fee: A restocking fee of 15% of the item’s purchase price may apply to returns or exchanges for reasons other than manufacturing defects or transit damage (e.g., change of mind). This fee does not apply to non-customized items like standard plush keychains or doll clothing.

  • Payment Method: Refunds are issued to the original payment method. For cash or check purchases, refunds will be issued via a company check, which may take up to 3 business days to process.

  • Reward Certificates: If an item purchased with a reward certificate is returned, the reward will be forfeited unless you exchange it for an item of equal or greater value at the time of return.

  • Size Issues: If an item (e.g., a 20 cm doll outfit) is returned due to sizing concerns, a refund will be issued as a store gift card, less the original shipping and restocking fee.

  • Warehouse Returns: For items picked up in person (if applicable), refunds will be processed after the item is returned to and inspected at our warehouse, which may take up to 3 business days.


Need Help?

If you have any questions about our Return Policy or need assistance with a return or exchange, please contact us at:

Email: [email protected]

We’re here to ensure your experience with Lucy in the Dream is as joyful as our collectibles. Thank you for shopping with us!