FAQ

WHAT IS YOUR SHIPPING POLICY?

Gracie Keal ships throughout Australia. Your items will be dispatched within 5 days of purchase (unless custom made, see here) and freight costs are all calculated by weight.

Most items $11.00

Little Giants $15.00

All items are sent with a tracking number, require a signature on delivery and will be insured during their time in transit.

*Please consider that the service we use delivers during normal working hours and requires a signature on delivery. If there is nobody home at the allocated shipping address, you will need to collect your doll from their designated collection point.

**Please check that the delivery address you enter is correct and easily identifiable by Australia Post. If your product is returned to us because of an an insufficient address, it will be your responsibility to pay for the second attempt to ship.

CAN I COLLECT FROM ONE OF YOUR MARKETS?

Absolutely! If you wish to collect your doll from our next market instead of paying postage you are most welcome to. All upcoming markets are announced on our instagram page or you can contact us for more information. 

WHAT IS YOUR RETURNS POLICY FOR SHOP ITEMS?

As a small company, we can’t offer returns for changes of mind so please make your selection carefully. However if your item is delivered faulty, we are happy to refund you the purchase value once the item is posted back to us and we've have investigated the fault.

Please email us before sending any goods back so we know to expect it. Also note that return postage is the responsibility of the customer. We strongly recommend you return any items via recorded post as we cannot be held responsible for any return items that go missing.

HOW LONG DO CUSTOM-MADE ITEMS TAKE?

All items will be made to the highest standards and Gracie Keal will discuss all design requirements with the customer to ensure the order is comprehensive before processing payments and making the item. Please be aware also when ordering that custom dolls will take up to two weeks to dispatch so the quicker the order details are confirmed the quicker we can send your doll!

WHAT IS YOUR RETURNS POLICY FOR CUSTOM-MADE ITEMS?

Unless delivered faulty, custom orders are non-refundable since they will be made specifically to customer’s personal requirements. In the event of this, contact Gracie Keal within 7 days of delivery for instructions.