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Ultra-Limited Edition Worldwide+ FREE SHIPPING in Switzerland
FAQ
Frequently asked questions
FYI
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. 🎨
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.
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(mailto:contact@ellasuperstarr.ch)
Thank you for supporting Ella Superstarr and being part of our magical world. 💖✨
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