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

Returns & Exchanges – We’re Here to Help

At **Ella Superstarr**, every doll and accessory is created with love, care, and close attention to quality. Each piece is carefully checked before it leaves our studio to make sure it arrives beautifully to you.

Because many of our items are custom-made, handmade, and limited edition, they are very special to us — just like they are to you. 💫

While we carefully pack every order, once a parcel is shipped, we are unable to control how couriers handle the package during delivery. If something unexpected happens, please know we are here to support you.

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If Your Item Arrives Damaged or Incorrect

* Your item arrives damaged, or
* You received the wrong item

Please kindly:

1. Keep the original box and packaging.
2. Email us within **24 hours** of receiving your order.
3. Include clear photos or a short video showing the issue.

This helps us understand what happened and assist you as quickly as possible.

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Exchanges & Refunds

We are happy to offer an exchange or refund if:

* The item is unused and in original condition (Returns is within 14 days upon receipt the items.
* The original box and packaging are included
* The item has not been opened or altered

Once we receive your email, we will carefully review your case and respond within 1-3 working days with the best solution for you.

If approved:

✨ **Replacement:** A new item will be sent within 14–21 business days.
✨ **Return:** We will provide clear return instructions and the return address. (Items sent back without prior approval cannot be accepted.)
✨ **Refund:** Refunds will be processed within 14–21 business days through your original payment method.

We truly appreciate your patience during processing, as each case is handled with care.

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Personalized & Pre-Order Items

Because personalized and pre-order items are specially created just for you, cancellations require a **40% fee** to cover creative work, materials, and handling.

If you wish to cancel, please notify us in writing so we can assist you properly.

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Your happiness means so much to us. If you have any concerns or questions, please reach out anytime at:

contact@ellasuperstarr.ch

Thank you for supporting Ella Superstarr and being part of our magical world. 💖✨

Ultra-Limited Edition Worldwide+ FREE SHIPPING in Switzerland

Frequently asked questions

How do I create and register for an account?