Help and FAQ

 

  • Where can I subscribe to the mailing list to get updated on specials and new products? 
    You can subscribe to get the latest on sales and new releases here: www.dollcake.com.au/pages/subscribe
  • How do I place an order?
    When viewing an item, simply select your size and quantity needed and then click ‘Add to Cart’.  You can review the item/s in your cart at any time by clicking on the ‘Shopping Cart’ icon in the top right corner of every page. Once you have reviewed the items in your shopping bag, you can either continue shopping or continue to checkout and place your order.
  •  I’ve just placed an order. Where is my confirmation email?
    Please allow up to 24 hours for your confirmation email to be received in your registered email address inbox. We recommend checking your Junk/Spam mail folder as well. If you do not receive a confirmation email please email our Customer Care team at [email protected]
  • My order will not process, what do I do?
    If an error message keeps occurring in your check out process, more often than not there is a credit card problem, or a defect with the billing or shipping address you are trying to use. We recommend contacting your bank and letting them know you are making an international purchase. If the error message keeps re-occurring, please email our Customer Care team at [email protected]
  • Can I change the size of an item from the order I just placed?
    It is only possible to make a change to your order within 1 hour of placing it and if the order has not been processed. We process orders very quickly, so changes and cancellations cannot always be fulfilled. You must immediately contact our customer care team (within the hour) with your order number and request details included in the email. This will minimize the processing delay with your order due to the changes being made. Please allow 1-2 business days for any amendments to orders.
    Please note, changes may not be possible during new release periods. 
  • Can I combine my shipping costs if I order more than once?
    No, we cannot combine orders. The weights that are calculated for each order must be processed through our postal system. If these weights are incorrect due to items being added there can be issues processing your order through the postal service. If you would like to combine orders we are more than happy to cancel/refund your current orders and you can then place your order again. Just keep in mind with limited items you will run the risk of others purchasing your products that get put back online.
  • Where is your size chart?
    All measurements can be located under the 'Add to Cart' button of each item, if you click on the ‘Size Chart’ tab they should appear. If you have specific questions about an item please email [email protected]
  • Why has my card been charged twice?
    What you may be seeing is an authorization. This is a common bank practice handling credit card transactions to ensure sufficient funds and account authenticity. This authorization will clear and you will see one charge for the order you have placed. Please note that your bank may take up to 48 hours to clear the authorization. If you need help speeding up the process you can contact the issuing bank of your credit card.

  • Why did my item sell out while in my cart?
    Unfortunately our items do sell fast, adding items to your cart does not guarantee purchase.  We recommend proceeding to payment as soon as possible to avoid disappointment.
  • Where is my order? I have not received it yet?
    You will receive a confirmation email once your order has been shipped that contains your tracking information. If you have not received a shipping confirmation email, please check your Junk Mail or Spam folder, as it may have been received there.

    Business days do not include weekends or national public holidays and the delivery time frame excludes delays caused during international custom’s processing. For more info please see our shipping policy HERE.
  • What if the item I am interested in is sold out?
    Our items tend to sell out very quickly and are not restocked due to all items now being 'Limited Editions'.  However, please email our Customer Care team with the item/s you were interested in and we can double check our stock levels.
  • Can I purchase Dollcake from other boutiques or online stores?
    Dollcake is only exclusive to our Dollcake website and is not available else where.
  • Why is the ‘Add to Cart’ button not showing on a product? 
    This usually means a product is sold out, however feel free to email [email protected] just to confirm the product is no longer available.
  • Do you make custom/special orders? 
    Unfortunately we do not make custom orders as the items are bulk produced. We are also unable to make any changes to an item unless this is stated in the description.
  • Why is the invoice emailed to me showing a higher price than what was shown at the checkout?
    Selecting a currency at the top right hand corner will show you what price each garment is on the day you submit an order, however, as Dollcake is an Australian based company the amount emailed on your invoice will show in Australian Dollars. To view the currency and amount you were charged you would need to view your Paypal or bank statement.
  • What happens if my parcel is returned to sender?
    If a customer error in the shipping address is made during the checkout process or your parcel is unclaimed/unsuccessful in delivery, Dollcake reserves the right to charge a reshipment fee of $10 for Australian orders and $15 for international orders.

  • I've received a faulty/flawed or incorrect item, what do I do?
    If you believe your have received a faulty/flawed or incorrect item, please contact us immediately along with your order number, detailed description of the concern along with images at [email protected] and one of our customer care team members will assist you as soon as possible. We highly recommend inspecting all items upon delivery to ensure they are received in perfect condition. 
  • Can I return a sale item?
    There are no returns, exchanges or refunds on sale/promotional sale items. All sale/promotional sale items are sold as a final sale item only. Please refer to our returns policy for further info. 
  • Will my order arrive prior to a required date?
    Unfortunately Dollcake is unable to guarantee or estimate arrival/delivery times. Once a parcel has been dispatched from Dollcake HQ the shipping time is no longer in our control. We recommend allowing up to 30 working days (International Standard), 5 working days (International Express) & 4 working days (Domestic) for parcels to be delivered prior to contacting Dollcake with any delivery concerns. 
  • What size should I order for the child I am purchasing for?

    We currently have a generic size/age chart in which we recommend following"

    Size 000- Newborn to 3 months
    Size 00- 3 to 6 months
    Size 0- 6 to 9 months
    Size 1- 12 months
    Size 2- 24 months
    Size 3- 3 years 
    etc..

    However as each design is a different fit, we highly recommend reviewing our size measurements for each item. 

  • Do you provide fabric swatches? How will I know the exact colour of the item I am purchasing?
    Unfortunately we do not offer fabric swatches. Please note that colour display can vary slightly from one computer monitor to another along with the editing process of the image. For that reason, the colour of the actual item may vary slightly from the colour you see on the monitor you are using. 
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