Shipping and Returns

Shipping is automatically calculated at checkout based on weight of the products selected. Shipping will be calculated up to 5kg of weight. If your products exceed this then you will need to remove some items to reduce the weight. Alternatively you can email contact@rhiellas.com and I can see if I am able to find an appropriate method for the items you want.

If your country does not show as available then please email contact@rhiellas.com and I will check whether shipping to your country is possible. I will then either create a shipping profile for your country or arrange for payment through Paypal specifically for you.

I use only Australia Post for shipping of my items. I charge actual Australia Post rates. I do not charge for packaging. I reuse and recycle packaging materials where possible. Australia Post provides a very reliable worldwide service at reasonable prices.

Some countries are high risk for shipping loss and issues. These countries include Italy, Spain, Mexico and Colombia. If you are aware of shipping issues within your country, then please add the optional “Express Shipping Option” and/or “Shipping Insurance” from the SHIPPING UPGRADES section of the store in order to assure safe arrival of your parcel.

You items will be sent within three business days of your purchase. You will receive a notification of shipment and a tracking number. Your tracking number will begin updating once I lodge your parcel at the post office.

Shipping time will depend on your location. Within Australia, sales on the east coast usually arrive within 1-3 days. Sales to the west coast take around 1 week.

Outside of Australia, parcels sent to NZ, US, Canada, Asia and UK typically take 1-2 weeks. Parcels sent to mainland Europe typically take 2-3 weeks.

Please do not contact me and ask about the status of your parcel until the maximum time stated above has elapsed. Please check your tracking number before contacting me for an update. I will only follow up with Australia Post if the time above has elapsed AND there has been a significant delay since the last tracking update.

I find Australia Post to be an extremely reliable service , but I do not guarantee the arrival of parcels unless you opt for EMS shipping upgrade or shipping insurance. If you do not choose one of these then in the very unlikely event that your parcel is lost, you will not receive a refund.

To purchase through my website I accept all major credit cards. The payments are processed securely by Square.

In some cases other payment methods will be considered and accepted. If you would like to request an alternate payment method such as: Paypal, bank deposit (Australia only), cash (local only), Western Union (international only) then you will need to email contact@rhiellas.com to discuss these options.

Refunds Overview

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a refund or exchange.

To be eligible for a return, your item must be in the same condition that you received it. It must also be in the original packaging (if relevant).

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

There are certain situations where we will not refund or accept a return. If any of the following are a concern to you then you should ask questions in advance about the item(s) you are interested, as these are considered standard flaws for secondhand and used items and will not be considered justification for a refund:

• Staining caused by dark clothing
• Loose joints
• Disintegration of glue on shoes, bags or accessories
• Deterioration of faux leather and other older fabrics
• Mild storage/musty/mildew smells
• Any item that is returned more than 30 days after delivery

If your return request is accepted, you will receive instructions to send the parcel back or an offer of a partial refund. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.

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 a certain amount of days.

Late or missing refunds

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 contact@rhiellas.com

Exchanges

The majority of the items on my store are secondhand and used and are therefore unique items that cannot be exchanged. Flaws are common in these items and should be considered before making a purchase. Significant flaws, where possible will be marked, but note that I do not do exchanges or refunds based on: staining caused by clothing, disintegration of shoes or faux leather or loose doll joints. All of these flaws are standard parts of doll collecting. I will endeavour to list them, where possible, but you can also ask prior to purchase if these are of concern to you.

If there is a significant issue (not listed above) with an item you receive, please contact me as soon as possible to discuss a solution.

Shipping returns

To return your product, contact me using the link at the bottom of the page to arrange for the correct return address.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

In most cases exchanges are not possible, since the majority of items on my website are unique, but you may be able to receive a refund or store credit.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item and cannot offer any refund until the item has been received.

When you make a purchase using credit card payment your details are collected for the purpose of fulfilling your order. Your details will not be shared or used for any other purpose than fulfilling your order.

Need help?

Contact us at contact@rhiellas.com with any questions related to refunds and returns.