Shipping & Delivery
Everything you need to know about how we get your Dinkum order to you.
All orders placed on our US store (us.dinkumdolls.com) ship from our warehouse in California, USA, and are delivered by UPS. We deliver to all 50 US states and to Canada. If you’re shopping from another country, please visit our regional stores (uk.dinkumdolls.com for UK, EU, Middle East and South Africa) and dinkumdolls.com for AU, NZ and ROW).
United States
Western States:
Arizona, Arkansas, California, Colorado, Idaho, Nevada, New Mexico, Oregon, Washington + territories (American Samoa, Guam, Marshall Islands, Northern Mariana Islands, Palau, Virgin Islands) + military (Armed Forces Americas, Armed Forces Europe, Armed Forces Pacific)
- US$11.95 Standard Shipping for orders under US$125
- Free Standard Shipping for orders US$125+
- Delivery time: 3-5 business days
Eastern & Central states:
Alabama, Connecticut, Delaware, District of Columbia, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, New Hampshire, New Jersey, New York, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Vermont, Virginia, West Virginia, Wisconsin, Wyoming, Utah + Federated States of Micronesia
- US$13.95 Economy Shipping for orders under US$125
- Free Economy Shipping for orders US$125+
- Delivery time: 3-5 business days
Alaska & Hawaii:
- US$60.95 flat rate.
- Orders to Alaska and Hawaii are charged a flat rate of US$60.95 and aren’t eligible for free shipping. These parcels travel by air freight, which costs considerably more than mainland delivery.
- Delivery time: 5-7 business days
Canada
|
Order value
|
Shipping fees
|
Delivery time
|
|
Under US$140
|
US$21.00
|
5-7 business days
|
|
US$140 to US$399.99
|
US$70.00
|
5-7 business days
|
|
US$400+
|
US$120.00
|
5-7 business days
|
Free shipping is not available on Canadian orders.
Please note delivery time starts from the time your order is dispatched, not from the time you place your order.
Orders placed before 10am PST Monday to Friday are processed the same day. Orders placed on weekends or public holidays are processed the next business day.
During sales, promotions, new collection launches and peak season, due to high volumes of orders, please allow up to 5 business days for your order to leave our warehouse.
We deliver to physical street addresses only. Please double-check your address at checkout, as an incomplete or incorrect address will delay both dispatch and delivery.
We’re unable to ship to PO Boxes, or to APO, FPO or DPO addresses.
As soon as your order is dispatched, we'll email you a shipping confirmation with your tracking details.
Can I Change or Cancel My Order?
There’s only a short window between you placing an order and our warehouse picking and packing it, so we often can’t make changes. Get in touch as soon as you can and we’ll do our very best. Once an order has shipped, we’re unable to change it.
Changing Your Address
Email us straight away at support@dinkumdolls.com with the subject line “Urgent – Address Change”, and our team will try to catch your order before it leaves. If you’ve already received a tracking number, we’d recommend contacting UPS directly to request a redirect.
Unsuccessful Deliveries
If a delivery is unsuccessful, any redelivery charges are the customer’s responsibility.
We’re unable to take responsibility for failed deliveries caused by an incorrect address entered at checkout. If your parcel is returned to us, please get in touch and we'll issue a gift card for the value paid, less any shipping costs.
US Orders
Your order ships from our US warehouse, so there are no import duties or additional charges on domestic orders.
Canadian Orders
Orders travelling into Canada may attract import duties, taxes or brokerage fees from your local customs office. These charges aren’t included in what you pay at checkout and are the customer’s responsibility, so we’d recommend checking with your local customs office before ordering.
If duties aren’t paid on import and your parcel is returned to us, we’ll issue a credit note for the value of the products only, less any shipping paid, and less an additional US$10 to cover the cost of return shipping.
Please email us atsupport@dinkumdolls.com or call us at +1 213-322-0903.
Returns
We want every new arrival from the Dinkum Universe to become a first friend and a forever companion. But if your Dinkum isn’t quite the perfect match, we’re here to help.
Eligible items can be returned within 30 days of delivery for a refund, store credit or exchange, subject to the conditions below.
Return Eligibility
To be eligible for a change-of-mind return, your item must be:
-
Unplayed with and unused
-
Unwashed and unaltered
-
In its original packaging, including any display box
-
Returned with all sewn-in labels and hangtags intact and attached
To keep every Dinkum fresh, safe and ready for their new home, we’re unable to accept change-of-mind returns that do not meet these conditions.
-
Final Sale Items: Items marked as “Final Sale” cannot be returned for a change of mind.
-
Bundles & Promotional Items: Partial returns of bundled gift sets are not accepted. If your order included a complimentary item (e.g., Gift-With-Purchase or BOGO promotion), the complimentary item must be returned alongside the qualifying product. If it is not returned, its full retail value will be deducted from your total refund or credit.
-
Packaging: Please pack your return with care. Dinkum Dolls is not responsible for items damaged in transit due to inadequate return packaging.
This policy applies in addition to your statutory consumer rights for items that are faulty, damaged, or incorrect.
Your Return Options
We offer three returns option. Choose the option that works best for you:
-
Store credit: Free return postage, plus an extra 10% store credit. You’ll receive store credit equal to 110% of the eligible item value being returned.
-
Exchange: Free return postage. Your exchange will be processed after your return reaches our warehouse and is approved.
-
Refund: A $10 return-postage fee will be deducted from the refund issued to your original payment method.
Any applicable fee or credit amount will be shown in the Online Returns Portal before you submit your return.
Original delivery charges are not refundable for change-of-mind returns.
How to Make a Return
-
Head to our Online Returns Portal and enter your order details.
-
Select your preferred return method (Store Credit, Exchange, or Refund).
-
Download and print your prepaid shipping label. Any applicable return fees will be clearly displayed before you submit your request.
-
Drop your parcel at any Australia Post location.
Returns Processing
Store Credit
Store credits will be delivered to your email address as soon as your return is in transit.
Refund
Once your return reaches our warehouse, please allow 2–5 business days for inspection and processing. Cash refunds will be processed back to your original payment method, less the $10 return-postage fee. Please allow additional processing time depending on your financial institution.
Original express shipping charges and delivery fees are non-refundable unless the item is faulty or incorrect.
Exchanges
We offer two convenient ways to exchange your item:
Standard Exchange: Submit a direct exchange request in our Online Returns Portal for a different character, skin tone, or accessory. Your new item will be dispatched as soon as your returned parcel arrives at our warehouse and passes quality inspection.
Exchange items are subject to availability. If your chosen item sells out before your return is processed, our Customer Happiness Team will contact you with your available options.
Store Credit and Reorder: If you don’t want to wait for an exchange to be processed, select Store Credit in the portal and submit your return and send it back to us. As soon as your return is in transit, you’ll receive store credit equal to 110% of the eligible item value, and your return postage will be free. You can then place a fresh order for your preferred character, skin tone, outfit or accessory.
Gift Returns
Received a Dinkum friend as a gift? You can submit a gift return through our Online Returns Portal using the order details.
Eligible gifts can be returned for store credit or an exchange.
Gift refunds cannot be issued to the gift recipient. Any refund to the original payment method will be returned to the person who placed the order.
Faulty, Damaged, Missing or Incorrect Items
If your order arrives damaged, incomplete, or incorrect, please submit a request using the Faulty or Missing Item option in our Online Returns Portal. You will be prompted to upload clear photos of:
-
The item and the issue
-
The product label or batch information, where available
-
The shipping packaging if the parcel was damaged in transit
Our Customer Happiness Team will review your request promptly and work with you on the appropriate resolution. Where a return is required for a verified faulty or incorrect item, return shipping costs will be fully covered by Dinkum Dolls
Orders From Stockists
If you purchased your Dinkum through one of our authorized stockist partners (online or in-store), please contact them directly within their standard return window.
Have Questions?
Contact our Customer Happiness Team at support@dinkumdolls.com if you have further questions.
Store credits will be delivered to your email address as soon as your return is in transit.
Refund
Once your return reaches our warehouse, please allow 2–5 business days for inspection and processing. Cash refunds will be processed back to your original payment method, less the $10 return-postage fee. Please allow additional processing time depending on your financial institution.
Original express shipping charges and delivery fees are non-refundable unless the item is faulty or incorrect.
Exchanges
We offer two convenient ways to exchange your item:
Standard Exchange: Submit a direct exchange request in our Online Returns Portal for a different character, skin tone, or accessory. Your new item will be dispatched as soon as your returned parcel arrives at our warehouse and passes quality inspection.
Exchange items are subject to availability. If your chosen item sells out before your return is processed, our Customer Happiness Team will contact you with your available options.
Store Credit and Reorder: If you don’t want to wait for an exchange to be processed, select Store Credit in the portal and submit your return and send it back to us. As soon as your return is in transit, you’ll receive store credit equal to 110% of the eligible item value, and your return postage will be free. You can then place a fresh order for your preferred character, skin tone, outfit or accessory.
Gift Returns
Received a Dinkum friend as a gift? You can submit a gift return through our Online Returns Portal using the order details.
Eligible gifts can be returned for store credit or an exchange.
Gift refunds cannot be issued to the gift recipient. Any refund to the original payment method will be returned to the person who placed the order.
Faulty, Damaged, Missing or Incorrect Items
If your order arrives damaged, incomplete, or incorrect, please submit a request using the Faulty or Missing Item option in our Online Returns Portal. You will be prompted to upload clear photos of:
-
The item and the issue
-
The product label or batch information, where available
-
The shipping packaging if the parcel was damaged in transit
Our Customer Happiness Team will review your request promptly and work with you on the appropriate resolution. Where a return is required for a verified faulty or incorrect item, return shipping costs will be fully covered by Dinkum Dolls
Orders From Stockists
If you purchased your Dinkum through one of our authorized stockist partners (online or in-store), please contact them directly within their standard return window.
Have Questions?
Contact our Customer Happiness Team at support@dinkumdolls.com if you have further questions.
Once your return reaches our warehouse, please allow 2–5 business days for inspection and processing. Cash refunds will be processed back to your original payment method, less the $10 return-postage fee. Please allow additional processing time depending on your financial institution.
Original express shipping charges and delivery fees are non-refundable unless the item is faulty or incorrect.
Exchanges
We offer two convenient ways to exchange your item:
Standard Exchange: Submit a direct exchange request in our Online Returns Portal for a different character, skin tone, or accessory. Your new item will be dispatched as soon as your returned parcel arrives at our warehouse and passes quality inspection.
Exchange items are subject to availability. If your chosen item sells out before your return is processed, our Customer Happiness Team will contact you with your available options.
Store Credit and Reorder: If you don’t want to wait for an exchange to be processed, select Store Credit in the portal and submit your return and send it back to us. As soon as your return is in transit, you’ll receive store credit equal to 110% of the eligible item value, and your return postage will be free. You can then place a fresh order for your preferred character, skin tone, outfit or accessory.
Gift Returns
Received a Dinkum friend as a gift? You can submit a gift return through our Online Returns Portal using the order details.
Eligible gifts can be returned for store credit or an exchange.
Gift refunds cannot be issued to the gift recipient. Any refund to the original payment method will be returned to the person who placed the order.
Faulty, Damaged, Missing or Incorrect Items
If your order arrives damaged, incomplete, or incorrect, please submit a request using the Faulty or Missing Item option in our Online Returns Portal. You will be prompted to upload clear photos of:
-
The item and the issue
-
The product label or batch information, where available
-
The shipping packaging if the parcel was damaged in transit
Our Customer Happiness Team will review your request promptly and work with you on the appropriate resolution. Where a return is required for a verified faulty or incorrect item, return shipping costs will be fully covered by Dinkum Dolls
Orders From Stockists
If you purchased your Dinkum through one of our authorized stockist partners (online or in-store), please contact them directly within their standard return window.
Have Questions?
Contact our Customer Happiness Team at support@dinkumdolls.com if you have further questions.