At Glennchilah, available online at glennchilah.com, we are committed to ensuring that our customers enjoy a smooth, transparent, and reliable shopping experience. Since our store specializes in dolls and related toys, we recognize that timely delivery and flexible exchange options are crucial to customer satisfaction. This Delivery and Exchange Policy outlines in detail how we process, ship, deliver, and manage returns or exchanges. By shopping with us, you agree to the practices outlined in this section.
Delivery Process
Once an order is placed through our website, customers will receive an order confirmation email at the address they provided. This confirmation includes product details, total cost, payment status, and an estimated delivery timeline. Orders are then processed within a standard preparation period, typically ranging from 1 to 3 business days, depending on product availability and warehouse workload. During this period, our team carefully inspects and prepares each item for shipment to ensure quality and accuracy.
We partner with trusted logistics and courier companies to ship orders both domestically and internationally. Depending on the destination, delivery times may vary. Standard domestic deliveries typically arrive within 5 to 10 business days after dispatch, while international deliveries may require between 10 to 25 business days. Certain factors—such as customs clearance, peak holiday seasons, or unforeseen courier delays—may occasionally extend the delivery timeframe.
Customers will receive a shipping confirmation email once their order is dispatched. This confirmation includes tracking details so that customers can monitor their package in real time. In the event of any delays or logistical issues, our customer service team is available at helpdesknow@glennchilah.com to provide assistance and updates.
Shipping Fees and Customs
Glennchilah strives to provide fair and transparent shipping costs. Shipping fees are calculated at checkout based on the customer’s location, chosen shipping method, and total weight or size of the order. We aim to offer cost-effective options while maintaining delivery reliability. For international customers, please be aware that import duties, customs fees, or local taxes may apply. Such charges are not included in the product or shipping price and remain the responsibility of the customer.
Order Tracking and Lost Packages
We encourage customers to make use of the tracking information provided in their shipping confirmation email. Should a package be delayed or appear lost in transit, customers should contact us promptly. We will coordinate with our courier partners to investigate the issue. If an item cannot be located within a reasonable period, Glennchilah will either provide a replacement or issue a refund, depending on the customer’s preference and stock availability.
Exchange Policy
At Glennchilah, we understand that customers may occasionally wish to exchange a product. To accommodate this, we offer a flexible exchange policy under the following conditions:
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Eligibility Period – Customers may request an exchange within 14 days of receiving the item.
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Condition of the Product – Products must be unused, undamaged, and in their original packaging. Any product that shows signs of wear, damage, or alteration may not qualify for exchange.
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Eligible Items – Due to hygiene and safety reasons, certain items such as plush dolls with removable parts or custom-made products may not be eligible for exchange unless they arrived damaged or defective.
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Exchange Process – To initiate an exchange, customers should contact our support team at helpdesknow@glennchilah.com, providing their order number, product details, and reason for exchange. Our team will review the request and provide further instructions, including the return address.
Return Shipping for Exchanges
When exchanging an item, customers are generally responsible for return shipping costs unless the exchange is due to an error on our part, such as sending the wrong product or a defective item. Once we receive the returned item and verify its condition, we will ship the replacement product. If the desired replacement is unavailable, we may offer store credit or a refund instead.
Damaged or Defective Items
If a customer receives a damaged or defective item, they must notify us within 7 days of delivery. In such cases, Glennchilah will cover return shipping costs and promptly provide a replacement or issue a refund. Customers may be asked to provide photographic evidence of the damage to assist us in processing claims with our shipping partners.
Refunds and Processing Time
For customers requesting a refund instead of an exchange, refunds are typically processed within 7 to 14 business days after we receive and inspect the returned product. Refunds will be issued to the original payment method used at checkout. Please note that bank or card processing times may vary, and Glennchilah is not responsible for delays caused by third-party financial institutions.
Exceptions and Limitations
Our Delivery and Exchange Policy is designed to be fair and transparent. However, certain limitations apply:
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Products purchased during clearance sales or promotional events may not be eligible for exchange unless defective.
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Personalized or custom-ordered dolls cannot be exchanged unless damaged or incorrect.
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Items returned without prior communication with our customer support team may not be accepted.
Commitment to Customer Satisfaction
At Glennchilah, our goal is to ensure every customer feels secure and confident when shopping with us. We continuously review and improve our delivery and exchange processes to provide a seamless shopping experience. Should customers face any difficulties, our dedicated team at helpdesknow@glennchilah.com is ready to resolve issues with professionalism and care.
In summary, our Delivery and Exchange Policy is built on principles of transparency, fairness, and reliability. From timely shipments to flexible exchanges, Glennchilah is committed to building trust and long-term relationships with customers by ensuring that every purchase leads to satisfaction.
