Refund policy
Return Policy
We accept returns within 30 days of the date you receive your order.
To be eligible for a return, your item must:
- Be unused and in its original condition.
- Be returned with all original packaging and accessories.
- Not show signs of wear, damage, or modification by the customer.
- Include proof of purchase (order number or receipt).
Please contact us before returning any item.
Returns sent without prior authorization may not be accepted.
Return Address
Please send approved returns to:
ShadowMaker Work
Calle Valdeón 38 Local 27
28947 Madrid
Spain
Contact
For any questions regarding returns or refunds, please contact:
Email: shadowmakerwork@gmail.com
We usually respond within 24 hours.
Return Shipping Costs
Unless the item is defective, damaged, or we shipped the wrong product:
Customers are responsible for all return shipping costs.
We recommend using a tracked shipping service, as we cannot be responsible for returned parcels lost during transit.
Damaged or Incorrect Items
Please inspect your package immediately after delivery.
If your order arrives:
- damaged,
- defective,
- or incorrect,
please contact us within 48 hours after delivery and include:
- your order number,
- photos of the product,
- photos of the packaging.
We will review your request and provide an appropriate solution.
Lost Packages
If the shipping carrier officially confirms that your package has been lost during transit, we will offer either:
- a replacement, or
- a full refund.
Color & Handmade Notice
Our dolls and accessories are photographed as accurately as possible.
However, slight differences may occur due to:
- monitor settings,
- mobile phone displays,
- lighting conditions during photography,
- handmade production.
These minor variations do not constitute product defects.
Personalized & Custom Items
Personalized or custom-made items cannot be returned unless they arrive damaged or defective.
Product Size Notice
Please read the product description carefully before purchasing. Product dimensions are clearly listed on each product page. Returns based solely on expectations regarding size are not considered product defects.
Non-returnable Items
We cannot accept returns for:
- Personalized products
- Gift cards
- Clearance or sale items
- Items damaged through customer misuse
Exchanges
If you would like another style or color, please return the original item after approval and place a new order.
European Union Customers
If your order is delivered within the European Union, you have the legal right to cancel or return your purchase within 14 days after receiving it, unless an exception under applicable consumer law applies.
Returned items must still meet the eligibility requirements described above.
Refunds
After we receive and inspect your returned item, we will notify you whether your refund has been approved.
If approved, the refund will be issued to your original payment method within 10 business days.
Please note that your bank or credit card provider may require additional time to process the refund.
Order Cancellation
Orders may be cancelled within 12 hours after purchase.
Orders that have already been shipped cannot be cancelled.
Incorrect Shipping Address
Please make sure your shipping address is correct before placing your order.
If a package is returned due to an incorrect or incomplete address provided by the customer, the original shipping costs are non-refundable.
Before Opening a Dispute
If you experience any problem with your order, please contact us first.
We are committed to resolving issues quickly and will always do our best to provide a fair solution before any dispute is opened.