Shop Policies
Dovah Design is a woman-owned business making fantasy themed props, costumes, and collectibles in Longwood, FL. Thank you for shopping small!
If you are not entirely satisfied with your purchase, we are here to help. If you have any questions concerning our return policy, please contact us at:
Return & Refund Policy
Given the nature of our small-batch, handmade items, returns are not accepted. However, please contact us if you have any issues with your order.
Exchange Policy
Exchanges are not accepted for purchases. Being a small business making props and costumes means we do not have the capacity to function as a “prop rental” store. Thank you for understanding.
Cancellations
Cancellations are accepted on the following schedule:
Any prefabricated shop items — Contact us within one (1) day of purchase in order to receive a cancellation and refund. This window is small because of our fast delivery turnaround on pre-fabricated items.
Custom orders — Contact us within three (3) business days in order to receive a cancellation refund. Custom items are commonly started within 3-7 business days after your purchase.
If you wish to cancel an unfulfilled order, please notify us immediately via email at:
Cancellations will be refunded in full, less processing fees incurred for initial payment and refund transfers incurred from Stripe or PayPal. Stripe fees amount to $0.30 plus 2.9% of the order total for US customers, $0.30 + 4.4% of the order total for International customers. PayPal fees amount to $0.49 + 3.49% of the order total for US customers, $0.49 + 4.99% of the order total for international customers.
Damaged Items
If your package arrives damaged, you are required to document the condition of the package before opening (ideally with several photographs). We require proof of the damage to your package in order to file a claim with the carrier (USPS/UPS). If your item was damaged in transit, we will do our best to help resolve the issue with the carrier. We will work with you on a case by case basis to determine the best course of action. Please contact us at:
Damaged packages must be reported to Dovah Design within two (2) business days of your item being delivered.
Customer is expected to cover any additional shipping costs incurred from sending damaged items back, when necessary.
Dovah Design can not guarantee a replacement item, as many items are one-of-a-kind or made in small batches.
Dovah Design does not accept responsibility for items damaged during normal handling, use, or display of your order.
If your order becomes damaged once in your possession, I may be able to offer repair services as a separate contract of work, depending on the extend of the damage that has occurred. Please contact me for repair requests and I can assess on an individual basis.