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  • Frequently Asked Questions

    • About Doll To Doll
    • Orders and Payments
    • Shipping and Handling
    • Returns and Refunds
    • Other Questions
    • Q:

      What is Doll To Doll?

      A:

      Dolltodoll.com is an online beauty boutique that has brands and products sourced from all over the world to give you a beauty shopping experience that is fun, informative, and convenient.

      We bring in Asian and Western cosmetics brands that may be difficult or impossible to find in your home country, and make them available all over the world. New brands and product lines will be introduced periodically to bring greater variety to you.

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    • Q:

      What does Doll To Doll mean?

      A:

      Here at Doll To Doll, we believe that in every girl, lives a doll. And every doll deserves to be pampered and look her best. Every single product was selected with lots of love by us dolls, while thinking of you, our beautiful dolls.

      We encourage you to leave reviews on the products you love (or dislike~) to help other dolls get a feel of what is popular and why. 

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    • Q:

      Where does Doll To Doll Cosmetics get its products? Are they authentic?

      A:

      Doll To Doll is the exclusive online retailer of Lioele Cosmetics, and official online retailer of Z Palette, BeautyBlender, Sigma Beauty, K-Palette, The Brush Guard, Candy Doll, Eyemazing Eyelashes, Jumily, and Naris.

      We procure every item directly from authorized distributors and manufacturers, and take pride not only in the variety of brands and products we carry, but also the authenticity of each item. We only order directly from wholesalers or authorized distributors and will never sell fake or expired products.

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    • Q:

      What are your hours of operation?

      A:

      The dolltodoll.com website is available 24 hours a day, 7 days a week. We aim to provide our customers with fast and efficient delivery, and therefore put in every effort to process and pack your order as quickly as humanly possible. Once payment has been made, your order will be processed within 1 – 2 business days.

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    • Q:

      Do I get free samples every time?

      A:

      Yup! You get free samples with every purchase, regardless of order size. Of course, the more you buy, the more samples you receive.

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    • Q:

      What’s this Doll Rewards program I see on the home page?

      A:

      We are working hard on the backend to roll out Doll Rewards, more details will be up on the Rewards Program page soon.

      In the mean time, Doll Rewards basically rewards our customers for every dollar spent. Every SGD5.00 spent entitles you to 1 point and every 20 points translates to SGD1.00 off any order. You can redeem for anything in the store!

      (Dollars spent do not include shipping fees.)

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    • Q:

      How to shop at dolltodoll.com?

      A:

      1. Sign up as a Doll To Doll member by clicking on ‘My Account’.
      2. Add item(s) to shopping bag.
      3. Checkout after you are done.
      4. Check the products ordered and your billing/shipping address.
      5. Select payment method.
      6. Check order confirmation.
      7. Your order will be processed within 1 – 2 business days after payment is made.

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    • Q:

      What payment methods are accepted at dolltodoll.com?

      A:

      We accept the following payment methods:

      • Internet banking: OCBC Corporate Account 647239086001 (For interbank transfer: Bank code 7339; Branch code 647)
      • Internet banking: POSB Savings Account 247-71714-5 (For interbank transfer: Bank code 7171; Branch code 081)
      • PayPal: [email protected]
      • Credit/debit card via Paypal
      • Cheque: Doll To Doll Cosmetics LLP

      After making the internet banking transfer, do drop us an email at [email protected] with your order number, internet banking transfer reference number and name and we will proceed to process your order.

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    • Q:

      Do I need a PayPal account in order to purchase items?

      A:

      No, you can pay by credit or debit card without having a PayPal account. When you are redirected to the PayPal payment page, you will be presented with two options:

      (1) Pay as a guest (shown on the lower right hand side of page), and
      (2) Log in to your existing PayPal account. Just click on the link on the bottom right to pay by credit/debit cards.

      PayPal accepts all major credit cards: VISA, Mastercard, American Express and Discover. It is a safe and secure e-payment engine that is widely used by many e-commerce shops around the world. For more information on PayPal, please visit their website at http://www.paypal.com.sg/sg.

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    • Q:

      Do you accept credit cards like Visa or MasterCard payments?

      A:

      Yes we do. PayPal’s e-payment service accepts all major credit cards: VISA, Mastercard, American Express and Discover.

      PayPal makes it easy to send and receive online payments. It is a safe and secure e-payment engine that is widely used by many e-commerce shops around the world. For more information on PayPal, please visit their website at http://www.paypal.com.sg/sg.

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    • Q:

      How can I view the products in my own currency?

      A:

      All Singapore and International orders are billed in Singapore dollars (SGD). For your convenience, you may like to browse the items according to your domestic currency by selecting the browsing currency on the top right corner of the site.

      Please note that the exchange rate used for the browsing currency provided is only for reference. If you are a customer whose PayPal or credit/ debit card is not denominated in SGD, the final price will be calculated in accordance with the applicable exchange rate on the day your card issuer or PayPal processes the transaction.

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    • Q:

      What sort of credit card information will you have from me?

      A:

      All your credit card information is kept secure and private by Paypal. Doll To Doll will never know your financial information. When you check out, you are directed to Paypal for your payment. The only information we will ever receive is confirmation of amount paid towards your purchase. Read more.

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    • Q:

      How do you process credit cards?

      A:

      The credit card online payment is processed through our third-party payment provider Paypal. We accept Visa / Visa Electron, MasterCard and American Express. There will be NO “surcharges” for credit card transactions. We only accept payment in SGD.

      Your order will be submitted immediately for order verification once you completed your online payment. Your credit card details will NOT be recorded with us for security purposes.

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    • Q:

      My card has been declined. What do I do?

      A:

      Credit card payment is now authorized online in real time. Your order will be submitted immediately for order verification once you completed your online payment. Your credit card details will NOT be recorded with us for security purposes.

      You will be informed immediately if your credit card is declined. If declined, you may check the accuracy of the credit card number and expiration date, or choose a different card to try.

      You must provide us with a working phone number in order for us to contact you to confirm your order and in case of problems with your order.

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    • Q:

      How can I check if you have received my order?

      A:

      Once your order has been processed, you will automatically receive an order confirmation via the e-mail address you have provided during registration. If you haven’t received it, please check your spam folder. Alternatively, drop us an email at [email protected]

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    • Q:

      What do ‘Order Received’ and ‘Order Complete’ mean?

      A:

      When you receive an email that states ‘Order Received’, it means that we are currently processing your order. When the email states ‘Order Complete’, it means that your order has been sent to the post office and is on its way to you!

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    • Q:

      I like an item but it appears to be sold out. What do I do?

      A:

      We try our best to ensure a healthy level of items in stock. However, to ensure we only carry the freshest batch of stock, we don’t buy in large quantities, and due to the sheer popularity of some products, some may run low or are completely sold out.

      Some products may have such high demand that they get sold out as soon as they are restocked. Should your desired product be sold out, click on ‘Notify me when restocked’ and you will be prompted to leave your email for notification of stock availability.

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    • Q:

      I found a date on my product indicating a date that has passed. Has the product expired?

      A:

      No. It is very common to find a manufactured date on an Asian product instead of an expiration date. Lioele happens to be one of those companies that uses a manufactured date instead of an expiration date.

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    • Q:

      Why do I need to include my contact number?

      A:

      You must provide us with a working phone number in case we need to contact you with regards to your order.

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    • Q:

      Where do you ship to?

      A:

      Dolltodoll.com provides delivery within Singapore and key destinations worldwide.

      Our Shipping Policy lists the countries we ship to. We ship to any street addresses in these countries except PO Boxes, APO, FPO and DPO addresses.

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    • Q:

      How long will it take for me to receive my package?

      A:

      We aim to provide our customers with fast and efficient delivery, and therefore put in every effort to process and pack your order as quickly as humanly possible.

      Once payment has been made, your order will be processed within 1 – 2 business days.

      Estimated delivery time is 1 – 5 business days for local orders and 5 – 14 business days for international orders.

      Do note that delivery may be delayed during public holidays. Delivery times are from the time your parcel is dispatched, not from the time you place your order. Also, “business days” means Monday to Friday and does not include public holidays. Delivery times are given as an indication only and may vary due to unforeseen circumstances.

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    • Q:

      How much is shipping?

      A:

      Shipping cost is dependent on the destination to where the order is being shipped and the total value of the order.

      You immediately receive FREE SHIPPING and FREE TRACKING for:
      • Local orders of SGD79.00 and above
      • International orders of SGD149.00 and above

      Should your order be below SGD79.00 for local orders and SGD149.00 for international orders, the shipping charge will be reflected at the checkout page.

      We want to ensure that all our dolls receive their packages, and therefore absorb the Registered Mail charge for orders that are eligible for free shipping and tracking.

      For free local delivery, it is up to the discretion of the staff of Doll To Doll to decide whether SingPost Registered Mail or SingPost SmartPac is suitable for your order.

      *Shipping Fee covers postage, Registered Mail charge, bubble wrap, envelope or box, and other necessary packing materials.

      Local courier service is available at flat rate of SGD10.00. Please contact us at [email protected] for this option.

      Please refer to Shipping & Delivery for more information.

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    • Q:

      How can I track my order?

      A:

      You can easily track your order by clicking on Order Status.

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    • Q:

      I forgot to pick up my parcel at the post office. Can you resend it?

      A:

      We are not responsible for parcels returned or notified as unclaimed. To have the parcel resent, customer must pay an additional 5% of the cost of the item as part of handling and administrative charges. Customer must also pay for additional postage charges required. 

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    • Q:

      What are the delivery methods available?

      A:

      Doll To Doll uses SingPost Registered Mail or SingPost Smartpac for local addresses, and SingPost Registered Air Mail for international addresses.

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    • Q:

      Does Doll To Doll charge custom duties and taxes?

      A:

      We do not charge custom duties and taxes.

      Orders for shipment to countries outside of Singapore may be subject to taxes, customs duties and fees levied by the destination country. The recipient of the shipment is the importer of record in the destination country and is responsible for all fees related to the import. Unfortunately, we do not have control over these charges, and are not able to advise what the cost would be, as customs policies and import duties vary from country to country. We would encourage you to contact your local customs office for assistance.

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    • Q:

      Can I make a claim for damaged goods?

      A:

      We do pack each order with the greatest care and love, protecting your items with layers of bubble wrap and high quality packing materials, but sometimes your items can be damaged during transit/shipping.

      We regret that this is out of our control, and that we cannot be responsible for damages incurred during shipping.

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    • Q:

      Can I return or exchange my items?

      A:

      We regret to inform that we are unable to offer a refund, credit or exchange due to the nature of products sold on dolltodoll.com. Refund will not be allowed for products damaged in transit.

      In instances where the customer feels that a refund is justified, the customer must submit a written request for refund to [email protected] within 24 hours of receiving the package, after which no claim will be entertained. Shipping cost is non-refundable and the purchaser is responsible for postage costs for any returned items.

      Please provide the following details together with your request:

      • Transaction ID number
      • Valid reasons for cancellation or refund
      • Pictures to substantiate claim

      All requests submitted are subjected to approval on a case-by-case basis.

      Returned products must be in original condition, unopened, with all tags attached, and must be returned in the original undamaged box and/or packaging. All returned products will be examined upon receipt.

      We are unable to offer refunds, replacements or exchanges on any opened or used products for hygiene reasons. We will process your return as quickly as possible and will notify you once your refund, replacement or exchange has been processed.

      Please send your return to:

      Doll to Doll Cosmetics
      My Mail Box 882893
      Singapore 919191

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    • Q:

      Can I cancel my order and/or get a refund after payment is made?

      A:

      There will be no refund once payment is made and the order processed.

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