Do you ship internationally? Yes! We pride ourselves in offering our services worldwide for all to enjoy!
How much does shipping cost? All shipping in the USA is free. If you live internationally shipping costs will be calculated at checkout based on your distance. If you spend $100 & up, international shipping is free!
When will my order ship? Once your order is placed, Kimmy begins shopping for your products. You should receive your tracking number within 10 business days from your order date.
When will I receive my order? You are expected to receive your order within 14 business days upon placing your order. Please keep in mind the pandemic may affect this timeframe. If your order experiences any delays you will be notified.
What shipping carriers do you ship with? We ship our packages using USPS. If you have a large order you may receive your package with UPS or FEDEX.
How will I know when my order shipped? Once your order has shipped you will receive an email notification with your tracking number.
What if my tracking number is not updating? If your tracking number has not updated yet, it means it is in line for a scan with the postman. Please don't worry, you will have an update on the USPS website as soon as it's scanned in your country/state.
My package shipped but it's taking longer than expected to deliver, what do I do? If you have received your tracking number and your order has not delivered within 10 business days please contact our customer service team. We will help with tracking assistance as well as any further tracking information we have on our end.
How will I know my package delivered? The day your package is out for delivery you will receive an email notification from us. Please keep an eye out for your package on this date!
I live outside of the USA, my package is in my country but it's not moving in transit. What is going on? In this case you must go to your local post office for an update/delivery. We have noticed in the past that some countries require you to sign for your package and possibly pay a customs fee in order to obtain your package. Please try to do this as soon as you can so that your post office does not send the package back to us.
My package says delivered but I did not receive it. What do I do? Please note that Kimmy Luxe Dolls LLC is not responsible for any lost/stolen packages. It is imperative you keep an eye out for your package on your delivery day. In this case you will be required to submit a lost/stolen form with USPS in order for them to investigate the claim. Please contact us right away if you suspect your package is lost/stolen.
Do you offer refunds? As this is a personal shopping service, we do not offer refunds. We do however offer a customer resolution with either store credit or a product exchange. Please contact us right away if you have any concerns.
Do you offer store credit? Yes! Please contact us right away and we will resolve any concerns you may have. Store credit will be offered to you as an E-gift card that you may use at your leisure.
I received my order and it does not fit me the way that I hoped... what do I do? If you are having any sizing concerns upon receiving your order please contact us right away. We can either setup an exchange for the proper sizing, or offer you store credit. Returns will only be accepted in original packaging. Returns will only be accepted if we are notified within 3 business days of your delivery date.
Do you offer prepaid return labels? Yes! If you are returning a product to us we will issue a return label to you that will be sent to your email.
I'm exchanging my order for a new product, how long do I have to wait for the new product to deliver? Please note Kimmy will need to order your new product for you-- You can expect to receive your package within 10 business days.
I received my package and the product is damaged, what do I do? If you received a damaged product please contact us with photos of the damage so that we may find a resolution for you.
Please message our Customer Care email with any questions or concerns! firstname.lastname@example.org
Our team is happy to help! In your email please include the following information:
⚜️ Order number
Hours: Monday- Friday 9:00am - 5:00pm EST
If you send a message after business hours, you will receive a response the next business day