Question 1

How do I create and register for an  account?

Accepted Answer

Please go to our Register page to register for an online account at the upper right corner to sign up.

Question 2

How long does it take to create a personalised or customised doll?

Accepted Answer

Creating your unique doll takes 4-5 weeks (business days, excluding bank holidays) after we receive full payment. 🛠️ If you need to make changes to the design, please email us within 24-72 hours at contact@ellasuperstarr.ch. Once we start, we can’t accept late changes. Note: Customised dolls are non-refundable, non-exchangeable, and non-returnable as they are artisanal works. 🎨

Question 3

How can I purchase Ella Superstarr dolls?

Accepted Answer

Click SHOP DOLLS and select your item of choice.

For Customised or Personalised Dolls. Click the separate button and click the item of your choice. If you have further questions, email us at contact@ellasuperstarr.ch

Question 4

How can I pay?

Accepted Answer

We accept Visa, Master Card, Debit, American Express, Union Pay, JCB, Cartes Bancaires, Discover, Visa Electron, Maestro, Apple Pay, Klarna and Paypal.
 
Check out is made by Wix payments, Paypal and Klarna with secured with SSL system to make sure your payments are safe.

Question 5

How will I know if my order went through?

Accepted Answer

We’ll send you a confirmation email with your receipt right after you place your order! 📧 If you have any questions, just drop us a line at contact@ellasuperstarr.ch. 😊

Question 6

When will my fabulous parcel arrive?

Accepted Answer

For Switzerland: Processing takes 3 business days, and shipping is 3-5 business days. 🌍 For international orders: Processing is 3 business days, and shipping is 7-27 business days. Customised/Personalised Dolls: Processing takes 4-5 weeks (business days) + shipping. 📦 Note: Bank holidays are excluded. For more details, email us at contact@ellasuperstarr.ch.

Question 7

What age group are Ella Superstarr dolls suitable for?

Accepted Answer

Our dolls are perfect for anyone aged 15 and up, including mature doll enthusiasts! 🌟 Please note, they’re not suitable for children under 3 years due to small parts that could be a choking hazard.

Question 8

Are your products safe?

Accepted Answer

Yes. Our products are safe and has CE certification from our manufacturer and SQTS (Swiss Quality Test Service) approved for local and international safety measures.

Question 9

Can I change or cancel my order?

Accepted Answer

For online shopping and wholesale items: If you need to cancel your order, please email us within 24 hours of purchase at contact@ellasuperstarr.ch. We’ll do our best to help! ✨

Question 10

Can I refund or Exchange my purchase items?

Accepted Answer

At Ella Superstarr, we make our best to create our products at high quality and checked our products before shipped to our clients.  We cannot control couriers that damage our products upon shipping.

The items we sell are special, most of them are custom dolls and hand made clothes and accessories from our manufacturer, so we do not support no-excuse returns for refunds.

In case of the following (damaged or incorrect items)
 • The item we sent is damaged.
 • The item we sent was incorrect.

Please do not damage or discard the box and other packaging materials of the item. And contact us by email within 24 hours of receiving the product, which must be accompanied by a photo or video of the damaged item, so that we can determine if it meets the return criteria.

Please note that we do not accept returns more than 7 days after receipt of the product.

After we receive your email, we will determine the exact cause and provide a solution accordingly. We will notify you by email within 7 days whether your refund has been approved or whether we will send you a replacement.

If the refund or return is accepted, our staff can take some time to process the matter.
 • Send a replacement: We will send you a new item within 14 -21 business days.
 • Returns are approved: we will give you a return address and instructions on how and where to send the package (items sent back without first requesting a return will not be accepted)
 • Refunds are approved：You will be automatically refunded within 14 -21 business days in the same way you originally paid.

For Personalised orders:
 • Customized products: No refunds will be given for products that have already started production
 • Pre-ordered products: If you insist on canceling or requesting a refund, we will charge 40% of the total order amount

Write us an email at contact@ellasuperstarr.ch

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