FAQ

Frequently Asked Questions (FAQ)

Welcome to the DLDPT Help Center.

Below are answers to some of our most frequently asked questions. If you need additional assistance, our Customer Support team is available to help.

Orders & Shipping

How long does it take to process my order?

Most orders enter processing within 3–7 business days, excluding weekends and holidays.

Processing may include:

• payment verification
• fraud-prevention review
• order review
• quality inspection
• fulfillment coordination
• packaging preparation

Processing time is separate from production time for made-to-order items.

During product launches, promotional events, holidays, or periods of unusually high demand, processing may take longer.

When will I receive my tracking number?

You will receive a shipping confirmation email once your order has shipped and tracking information becomes available.

Tracking updates may take 24–72 hours to appear depending on carrier scanning activity.

How long does shipping take?

After your order has shipped, estimated carrier transit times are generally:

Standard Shipping: approximately 7–12 business days
Expedited Shipping: approximately 5–9 business days
International Shipping: varies depending on destination, customs processing, and carrier routing

Please remember that shipping time begins after production and processing are complete.

Expedited shipping reduces carrier transit time only and does not shorten production or processing time.

What is the difference between production time and shipping time?

Production time is the time required to make, prepare, or complete your item before it is handed to the shipping carrier.

Shipping time begins once the carrier has accepted the package.

For made-to-order products, these are two separate stages.

Do you ship internationally?

Yes.

DLDPT ships to select international destinations where shipping is available at checkout.

International customers may be responsible for:

• customs duties
• VAT
• import taxes
• brokerage fees
• other destination-country charges

These charges are generally the customer’s responsibility unless otherwise stated at checkout.

What happens if customs delays my package?

Customs inspections and processing are controlled by governmental authorities and may delay delivery after an order has shipped.

If your order was shipped within the applicable timeframe but is delayed in customs, our team can assist with available tracking and shipping information.

What if my order is delayed before it ships?

If DLDPT determines that your order cannot ship within the timeframe originally provided, we will make reasonable efforts to notify you and provide an updated timeframe or applicable resolution options.

Depending on the circumstances, options may include:

• continuing to wait
• accepting a revised shipment date
• exchanging into another eligible item that may be available sooner
• optional store credit or another promotional resolution
• cancellation and refund when applicable

DLDPT Eight-Week Commitment

What is the DLDPT Eight-Week Commitment?

Certain products are specifically sold under DLDPT’s Eight-Week Commitment.

For those products, DLDPT aims to complete fulfillment within the eight-week timeframe disclosed when the order is placed.

If DLDPT cannot meet the applicable commitment, we will communicate with the customer and provide appropriate resolution options.

What happens if DLDPT misses the Eight-Week Commitment?

If the merchandise has not shipped within the applicable Eight-Week Commitment, DLDPT will provide the customer with applicable resolution options.

If DLDPT also failed to provide appropriate communication concerning the delay, qualifying customers will receive:

a full refund to the original payment method plus a $50 DLDPT gift card as a customer-care courtesy.

The $50 gift card is provided in addition to the refund.

Made-to-Order Products

What does “Made-to-Order” mean?

Made-to-order means the product is produced specifically in response to customer orders rather than being immediately available as ready-to-ship inventory.

Production may include:

• material sourcing
• manufacturing
• hand assembly
• finishing
• quality inspection
• final preparation

Because these items are produced individually or in limited quantities, they may require additional production time.

Are all DLDPT products made to order?

No.

DLDPT offers a mix of:

• made-to-order products
• handmade items
• limited-production items
• original DLDPT designs
• curated products
• ready-to-ship merchandise where available

The applicable product and production information will be displayed on the product page when relevant.

Are all DLDPT products original designs?

No.

DLDPT offers both original DLDPT designs and carefully curated fashion from trusted manufacturing partners.

Some products are designed by DLDPT from the ground up, while others are selected because they fit our aesthetic and allow us to bring our Dolls fashion-forward looks at more attainable price points.

Certain curated products may also be customized or refined through color, materials, finishes, detailing, styling, or presentation.

Does expedited shipping reduce production time?

No.

Expedited shipping affects carrier transit only after production and processing are complete.

It does not move a made-to-order product ahead in production.

Cancellations

Can I cancel my order?

Customers may request cancellation within 24 hours of placing an order.

If the order has not entered production, fulfillment, or shipment preparation, the cancellation may be processed without a cancellation fee.

Cancellation requests must be submitted to:

help@dldpt.com

Submitting a request does not automatically cancel the order. DLDPT will confirm whether the cancellation was successfully processed.

Is there a cancellation fee for made-to-order products?

A 25% cancellation fee may apply to voluntary customer-requested cancellations of qualifying made-to-order, handmade, custom-produced, limited-production, or specialty-manufactured items after the applicable grace period.

This fee helps offset production-related costs that may already have been committed to the order, including materials, labor, and reserved manufacturing capacity.

The remaining eligible balance will be refunded to the original payment method.

When does the 25% cancellation fee not apply?

The fee will not be deducted where DLDPT is required to provide a full refund.

Examples may include:

• DLDPT determining that it cannot fulfill the order
• DLDPT canceling the order
• DLDPT missing an applicable promised shipment timeframe and the customer declining the delay
• another situation in which applicable law requires a full refund

Sizing

Do your products run true to size?

Most products fit true to size unless otherwise stated on the product page.

Some styles may have unique fit recommendations due to:

• heel height
• platform structure
• toe shape
• material
• width
• overall construction

Always review the specific product description before purchasing.

Do you provide size charts?

Yes.

Size charts are available on applicable product pages.

If you need help choosing a size, Customer Support can assist before you place your order.

Returns & Refunds

Can I return my order?

Eligible return requests must generally be submitted within 7 calendar days of confirmed delivery.

Returned merchandise must generally be:

• unworn
• unused
• unaltered
• in substantially the same condition in which it was received
• returned with applicable tags and packaging

All returns must be approved before merchandise is sent back.

Is there a restocking fee for returns?

For approved customer-choice returns, a restocking fee of up to 15% of the merchandise price may apply where disclosed and legally permitted.

This is separate from the 25% made-to-order cancellation fee, which applies to qualifying cancellations before delivery.

Is there a return-label fee?

If DLDPT provides a prepaid return label for an ordinary customer-choice return, a $9.99 return-label fee may be deducted from the refund.

DLDPT generally covers reasonable return shipping when a return is required because of an approved DLDPT error, defective item, or incorrect item.

Can I choose store credit instead of a refund?

Where available, yes.

Customers with an approved return may choose DLDPT store credit instead of a refund to the original payment method.

Depending on the circumstances, certain return deductions may be waived when store credit is selected.

Does DLDPT store credit expire?

DLDPT store credit generally does not expire unless otherwise disclosed.

Store credit is generally:

• non-transferable
• usable through DLDPT.com
• not redeemable for cash except where required by law

How do I request a return?

Contact Customer Support or use the available Returns Portal.

Please provide:

• your order number
• the reason for the return
• photographs or video if the item appears damaged, defective, or incorrect

DLDPT will review the request and provide return instructions if approved.

How long do refunds take?

Once a refund is approved, DLDPT will initiate it within the applicable processing timeframe.

After the refund is issued, your bank, card issuer, BNPL provider, or payment processor may require additional time before the funds appear in your account.

Damaged, Defective or Incorrect Items

What should I do if I receive a damaged, defective, or incorrect item?

Contact:

help@dldpt.com

as soon as reasonably possible after delivery.

For the fastest review, please contact us within 48 hours of confirmed delivery and provide:

• your order number
• photographs or video of the item
• photographs of the packaging where relevant
• a description of the issue

If approved, DLDPT may provide an exchange, replacement, reshipment, repair, refund, or another agreed resolution depending on the circumstances.

Will I be charged a restocking fee if DLDPT sent the wrong item?

No.

Approved DLDPT-caused errors are not subject to a restocking fee.

Lost, Stolen & Delivered Packages

What if my package appears lost in transit?

Contact DLDPT Customer Support so we can review the tracking information and available carrier or shipping-protection procedures.

DLDPT may assist with a carrier investigation or available claim process.

What if tracking says delivered but I cannot find my package?

Please check:

• around the delivery area
• with household members
• with neighbors
• with your building’s front desk or package room
• any delivery photograph provided by the carrier

Then contact DLDPT if additional assistance is needed.

We may review tracking, carrier delivery information, shipping-protection coverage, and other available evidence.

Do you offer shipping protection?

Where available, optional shipping protection may be offered during checkout.

Coverage and claim eligibility are subject to the terms of the applicable protection provider.

Product Care

How should I clean my footwear?

Care depends on the material.

Faux leather: gently wipe with a soft damp cloth.

Suede or textured materials: use an appropriate soft brush or material-specific cleaning product.

Specialty materials: follow any care instructions included with the product.

Avoid machine washing, prolonged soaking, and harsh chemicals unless specifically recommended.

Are DLDPT shoes waterproof?

Unless specifically stated on the product page, DLDPT footwear should not be considered fully waterproof.

Avoid prolonged exposure to water to help preserve the appearance and construction of your footwear.

Promotions

Can discount codes be combined?

Some promotions may be combined and others may not.

Any stacking rules, exclusions, thresholds, or other requirements will be displayed in the promotion details or at checkout.

What happens if I return part of a promotional order?

If a return causes the remaining order to no longer qualify for a promotion, DLDPT may recalculate the transaction based on the merchandise the customer keeps.

This may apply to offers such as:

• Buy One Get One
• Buy Two Get One
• Buy Three Get One
• free gifts
• bundled discounts
• spending-threshold promotions

Any applicable adjustment will be explained as part of the return calculation.

How can I hear about new DLDPT releases?

Subscribe to our email or SMS communications and follow DLDPT’s official social media channels for updates regarding:

• new collections
• restocks
• limited releases
• promotions
• upcoming launches

Customer Support

How can I contact DLDPT?

Our Customer Support team is available before and after your purchase.

Email: help@dldpt.com
Phone: +1 (888) 458-8613

Business Hours:
Monday–Friday
10:00 AM–6:00 PM Eastern Time

Customers may also use available live-chat or return-request tools on DLDPT.com.

Where can I read DLDPT’s full policies?

For complete information, please review our:

• Shipping, Production & Delivery Policy
• Return, Refund & Cancellation Policy
• Privacy Policy
• Terms & Conditions

The FAQ is intended to provide quick answers and does not replace the complete terms of those policies.

Thank you for shopping with DLDPT Luxury Group LLC. We appreciate every Doll who chooses to shop with us and remain committed to creating a clear, transparent, and elevated DLDPT experience.