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FAQ - Frequent Ask Questions
Select the language you are interested in below. If you do not find the answer to your question below we will be happy to answer you via the Chat or the Contact page. Do not hesitate.
English FAQ
Francais FAQ
Español Preguntas
Deutsch FAQ
Perguntas portuguesas
Discount coupons can be entered during the checkout step and are applied to the total value of the order you placed.
If you are having trouble with a discount code, please check:
• the expiration date of the code
• that you have entered the correct spelling of the code
• they are applicable to the items you have purchased (some discount codes are not valid on items already on sale).
If you are still having issues, please contact us and we will be happy to help.
Email: boutique@moppetdolls.com
Delivery times generally observed outside the sale and Christmas period
Standard delivery times with La Poste or DelivenGo
France: 1 to 3 working days
Europe: 2 to 5 working days
Canada: 4 to 8 working days
North America: 6 to 10 working days
Australia, New Zealand and Oceania: 7 to 15 working days
Asia Pacific: 7 to 15 working days
Latin America and the Caribbean: 7 to 15 working days
North Africa and the Middle East: 10 to 20 working days
SubSaharan Africa: 10 to 20 working days
All packages are sent with postal tracking
Express delivery times with Chronopost
France: 1 working days
Europe: 1 to 3 working days
Canada: 2 to 5 working days
North America: 2 to 5 working days
Australia, New Zealand and Oceania: 3 to 5 working days
Asia Pacific: 3 to 5 working days
Latin America and the Caribbean: 4 to 6 working days
North Africa and the Middle East: 4 to 8 working days
SubSaharan Africa: 4 to 8 working days
All packages are sent with postal tracking and signature
We accept the following payment methods:Credit card Visa, MasterCard, American Express, Blue Card, PayPal, Google pay, Apple Pay, Ideal.
MoppetDolls Shop offers an alternative secure payment method via PayPal. Select PayPal as the payment method and follow the onscreen instructions. You need to have PayPal account. You can create an account on PayPal website.
Payment is made when ordering and is fully secure.
The safety of our customers is very important to us! The bank card number is entered on a secure page hosted by the bank, so it is not known to our services. The information is encrypted (SSL technology). With the deployment of 3D-Secure (recognizable by the "Verifed By Visa" or "MasterCard SecureCode" logos) your bank will also ask you during payment to authenticate yourself by means of confidential information to be entered on a web page of your own bank.
It sometimes happens that payments by credit card are refused by our payment system. In this situation, check the following:
- Check the validity of your bank card.
- Check that your bank card has the "Internet payments" option, to do this contact your bank branch.
- Check that you have not reached your Internet payment limit, to do so contact your bank branch.
⇒ Check on the site, by logging into your account, whether the order appears in the "My orders" tab.
⇒ Also check that your e-mail address is correct in the "Account information" section.
⇒ Finally, it is possible that our confirmation e-mail was intercepted by your e-mail software as "junk mail" (orspam). It's annoying, but it happens, especially if it has been configured to block a maximum of e-mails ... So take a look in this directory of your mailbox, you never know!
Orders outside of France and European Union may be subject to possible taxes and customs duties linked to the delivery of the product.
We deliver all over the world every days with not any particular problems for our customers.
To know these terms, "Moppet Dolls" strongly advises the "buyer" to check with the competent authorities of his country, customs duties falling under the responsibility of "the buyer" and not being the responsibility of "Moppet Dolls". We have no problem to send to UK despite BREXIT we have a UK EORI.
If you are worried, please feel free to contact us, we will find a solution.
Once your order has been shipped, you will receive a shipping confirmation email containing a tracking number.
If you have ordered your products with Standard delivery, to track your package, go to www.laposte.fr/outils/suivre-vos-envois with your package tracking number, or click directly on the link in the order confirmation email.
If you have ordered your products with a Chronopost 13h delivery, to track your package, go to www.chronopost.fr/suivi-colis, or click directly on the link in the order confirmation email.
If you still have not received your package, we invite you to go to the website of the chosen carrier with your package tracking number.
If your package has not been delivered, we invite you to log into your Moppet Dolls customer area. Click on the order concerned and contact us using the form to explain your problem.
We will do everything possible to resolve the problem as soon as possible !
Once your order has been received, in case of problems with your items, please complete the contact form. We will respond as soon as possible to check how to send back.
You may be asked to send us photos of the defective item(s) in order to decide on a return or replacement.
Reminder: if your package is damaged externally, please refuse receipt.
You are not satisfied with your dolls or your accessories, No problem.
You can return the products to us.
Contact me within: 14 days of delivery
Dispatch items back within: 30 days of delivery
Request a cancellation within: 4 hours of purchase
Once your order has been received, in case of problems with one or more product(s), please complete the contact form. We will respond as soon as possible !
Buyers are responsible for return postage costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.
Because of the nature of these items, unless they arrive damaged or defective, I can't accept returns for : Custom and engraved stands or personalised dolls.
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