Hello wonderful storytellers and dreamers!
At Our Generation Store, we believe your creative adventures should be as smooth and magical as the stories you imagine. That’s why we’ve crafted a shipping and returns policy that’s simple, fair, and designed with your peace of mind at its heart. Shop with confidence, knowing we’re here to support your every play!
Shipping Your Dreams
We can’t wait to get your new story-starters to you! Here’s how we deliver the magic:
Order Processing: Once you place your order, our team of elves gets to work! Please allow 1-2 business days for us to carefully prepare your package for its journey.
Shipping Methods & Times:
- Standard Shipping ($12.95): We ship via trusted carriers like DHL or FedEx. Your order will typically arrive within 10-15 business days after it leaves our storybook warehouse.
- Free Shipping: For all orders over $50, we ship via EMS. Your order will typically arrive within 15-25 business days after shipment. A perfect reason to add that extra outfit for your fashion doll!
Please note: Delivery times are estimates and may vary slightly depending on your location and customs processing. We ship globally, but unfortunately cannot deliver to some parts of Asia and other remote areas.
Our Happy Returns Promise
We carefully craft every doll accessory, dollhouse, and fashion doll to spark joy. But we understand that sometimes a product might not be exactly what you imagined for your next chapter. That’s why we offer a hassle-free returns policy.
We gladly accept returns and exchanges within 15 days of you receiving your items.
To be eligible for a return or exchange, your item must be:
- In its original, unused condition.
- In the original packaging with all tags still attached.
- Accompanied by your original order confirmation.
Important Note on Styling Heads: For health and safety reasons, we cannot accept returns on Styling Heads once they have been opened, as these are considered personal care items. All other products from our collections are eligible for return when the above conditions are met.
How to Start Your Return or Exchange
Follow these simple steps to begin your return or exchange process:
- Contact Our Team: Email us at [email protected] within 15 days of receiving your order. Please use the template below to ensure you include all the necessary information.
- Wait for Instructions: Our friendly customer care team will respond within 2 business days with a return authorization and shipping instructions.
- Package Your Items: Carefully pack the items in their original packaging, including all tags and accessories.
- 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 for your peace of mind. - 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 your email to us:
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, here’s what happens:
- Refund Method: Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal).
- Our Processing Time: 3-5 business days after we receive your return.
- Bank Processing: Depending on your financial institution, it may take an additional 5-10 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 as soon as we receive the returned product. Standard shipping fees apply for the new shipment unless the exchange is due to an error on our part.
Need More Help?
Our friendly customer care team is always here to help you with any questions about shipping, 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 💖