Hello wonderful storytellers and dreamers!

At Our Generation Store, we believe every play adventure should be absolutely magical. While we carefully craft each doll accessory, dollhouse, and fashion doll to spark joy, we understand that sometimes a product might not be exactly what you imagined for your next story.

That’s why we’ve created a hassle-free Returns & Exchanges policy that protects your shopping experience while keeping the magic alive. We want you to shop with complete confidence, knowing we’ve got you covered!

Our Happy Returns Policy

We gladly accept returns and exchanges within 15 days of you receiving your items. To be eligible for return, items must be:

  • In their original, unused condition
  • In the original packaging with all tags attached
  • Accompanied by your original order confirmation
Please Note: For health and safety reasons, we cannot accept returns on Styling Heads once opened, as these are considered personal care items. All other products from our collections (Doll Accessories, Doll Carriers, Doll Clothing, Doll Furniture, Doll Playsets, Dollhouses, Fashion Dolls, Kick Scooters, Play Tents, and Toys Collections) are eligible for return when conditions are met.

How to Start Your Return or Exchange

Follow these simple steps to begin your return or exchange process:

  1. Contact Our Team: Email us at [email protected] within 15 days of receiving your order. Use the template below to make sure you include all the necessary information.
  2. Wait for Instructions: Our friendly customer care team will respond within 2 business days with return authorization and shipping instructions.
  3. Package Your Items: Carefully pack the items in their original packaging, including all tags and accessories.
  4. Ship Your Return: Send the package to our storybook address at 3714 Fidler Drive, San Antonio, US 78201. We recommend using a trackable shipping method.
  5. Wait for Processing: Once we receive your return, we’ll process it within 3-5 business days and notify you via email.

Return Request Email Template

Copy and paste this template into an email to [email protected]:

Subject: Return/Exchange Request – Order #[Your Order Number] Hello Our Generation Store Team, I would like to request a [return/exchange] for my recent order. Order Number: [Your Order Number] Order Date: [Date you placed order] Product(s) to return: [Product names and quantities] Reason for return: [Please briefly explain] I understand that I need to wait for return authorization instructions before shipping the items back. Thank you for your help! Best regards, [Your Full Name] [Your Email Address] [Your Phone Number – optional]

Refund Information

Once we receive and inspect your returned items:

  • Refund Method: Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Processing Time: 3-5 business days after we receive your return
  • Bank Processing: Depending on your financial institution, it may take 5-10 additional business days for the refund to appear on your statement
  • Shipping Costs: Original shipping fees are non-refundable

For exchanges, we’ll ship your new item once we receive the returned product. Standard shipping fees apply for the new shipment unless the exchange is due to our error.

Need Help With Your Return?

Our friendly customer care team is here to help you with any questions about returns or exchanges!

Email: [email protected]

Address: 3714 Fidler Drive, San Antonio, US 78201

We typically respond within 2 business days because we believe every storyteller deserves prompt attention!

Thank you for letting us be part of your creative world. We’re committed to ensuring your shopping experience is as magical as the stories you create!

With love and imagination,
The Our Generation Store Team 💖