Returns Policy


Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
If your Rag Doll has suffered a fault (ie stitching has come undone, not from rough play) then we will accept a Hospital Request. If the Rag Doll needs attention, you are required to deliver or post the doll, at your cost, to:

Nurse Marian
Rag Dolly Hospital
37 High Street, Lutterworth, Leicestershire, LE17 4AY

Please include a description of what happened and the problem area/s. We will assess the doll and report back to you weather a cost will be involved in admitting her/him. Please see our Rag Dolly Hospital page for more information.

Several types of goods are exempt from being returned.

Additional non-returnable items:
Gift cards
Downloadable software products
Personalised or bespoke products that have be embroidered on or made especially for the customer. Useless the fault is ours ie spelling mistake on our side, when correct spelling was given. If the spelling mistake was on the order received, we will endeavour to check spellings if we are unsure.

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable)
Items that have with obvious signs of use or that has been opened.
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 30 days after delivery

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 28 days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded or returned.

Exchanges (if applicable)
We only replace items if they are defective or damaged as agreed by our inspection. If you need to exchange it for the same item, send us an email at and send your item to: 37 High Street, Lutterworth GB LE17 4AY.

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

To return your product, you should mail your product to: 37 High Street, Lutterworth GB LE17 4AY

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.