Orders & aftercare

Everything you need to know about ordering, delivery, returns and caring for your CHAOS pieces.

EU & NORTHERN IRELAND SHIPPING

Shipping to the European Union and Northern Ireland is temporarily paused while CHAOS updates its international shipping and compliance processes.

Existing orders and commissions are unaffected and will continue as agreed.

Shipping to Great Britain and selected international destinations remains available as usual. Thank you for your patience.

PROCESSING & DISPATCH

All CHAOS dolls and pieces are handmade and carefully prepared in our UK studio.

Ready-to-ship orders are normally dispatched within 1 week of purchase. Commission and made-to-order pieces will be dispatched according to the timeframe agreed at the time of ordering.

You will receive a confirmation email with tracking details once your order has shipped.

SHIPPING RATES

Great Britain — £15
Tracked, approximately 2–3 business days.

United States — £62
Tracked, approximately 5–7 business days. Standard shipping includes carrier compensation up to £250.

Selected International Destinations — £48
Tracked, approximately 7–14 business days.

Shipping rates for clothing, accessories and smaller HANGAR pieces may vary and will be calculated at checkout.

All delivery times are estimates and may vary depending on destination, customs processing and courier services.

INSURANCE

Our standard shipping services may limit compensation to £250 per parcel.

For higher-value dolls and orders, fully insured shipping may be available. If you would prefer your purchase to be insured for its full value, please contact us before ordering and we will be happy to provide a shipping quote.

CUSTOMS & IMPORT CHARGES

International orders may be subject to import duties, taxes, customs charges or handling fees imposed by the destination country.

Unless specifically stated otherwise at checkout, these charges are not included in the product or shipping price and remain the responsibility of the recipient.

We recommend checking the import requirements applicable in your country before purchasing.

PACKAGING & DELIVERY

Every CHAOS order is carefully packaged for transit.

If your order arrives visibly damaged, please contact contact@dollsofchaos.com as soon as possible with clear photographs of the item and its packaging so that we can assist you.

Please retain all original packaging while we investigate any shipping damage.

Faults, Damage & Replacement parts

All Dolls of Chaos pieces are handmade collector items and should be handled with care. 

If an item arrives damaged or you believe there is a manufacturing fault, please contact us within 48 hours of delivery with clear photographs and a description of the issue. Where a manufacturing fault is concerned, we will work with you to repair or replace the affected part where appropriate. 

Damage caused after delivery through handling, dressing, undressing, dropping, forcing components, or general wear is not considered a manufacturing fault. 

Where possible, we are happy to offer repairs or replacement parts for customer-damaged items. These may be subject to a replacement, repair and/or shipping charge depending on the work required and availability of materials. 

As our pieces are handmade and often produced as limited editions or one-of-a-kind works, an identical replacement cannot always be guaranteed. 

Please never force clothing, shoes, hands, feet, joints or accessories. Always fully undo fastenings before removing garments or footwear. 

RETURNS & CANCELLATIONS

We hope you love your CHAOS purchase. If you wish to return a standard, non-custom item, please contact us within 14 days of receiving your order. Once you have notified us, the item should be returned within the following 14 days.

Returned pieces must be carefully packaged and returned in their original condition. Customers are responsible for return postage costs unless an item is faulty, damaged or not as described.

Bespoke, commissioned or personalised pieces made specifically for you cannot normally be cancelled or returned once work has commenced, unless faulty.

If you believe an item is faulty or has arrived damaged, please contact contact@dollsofchaos.com with details and photographs so we can help.

Nothing in this policy affects your statutory consumer rights.