Customer Support

Returns & Exchanges:

We want you to be delighted with your woodland friends! If you're not happy with your order, please let us know within a month of receiving it. You can send back unused toys or unworn kidswear with tags for a full refund or exchange within 30 days of receiving your order. We do not provide prepaid shipping labels for returns and exchanges.

Please contact us here to initiate your return or exchange.

Returns

When your return package arrives back in our Brooklyn workshop, we will issue a refund to your order's original payment method. You will receive an email notification when your return has been processed on our end. Please allow a few days for the funds to return to your account. Hand-embroidered monograms are non-refundable.

Exchanges

We will be happy to help you exchange the doll or animal you originally purchased for a different handmade friend from our collection. We cannot accommodate exchanges for sold out limited-edition animals.

Any purchase of doll clothing, accessories, or mini animals may be exchanged for a different item of equal value. We cannot accommodate an exchange request for a different version of the same item you originally purchased (e.g. swapping one mini elephant for a different mini elephant).

Please note that we are not able to reserve inventory for pending or in-transit exchanges.

Customer Service Policies:

Handmade Charm

Due to the handmade nature of our dolls and animals, no two look exactly alike or are completely symmetrical. Every Hazel Village doll and animal is handmade in Nepal by our talented artisan partners, and their faces are beautifully hand-embroidered. This process creates natural variation that makes each doll or animal all the more special. Handmade charm is the magic that keeps every Hazel Village friend unique!

Quality Commitment

Here at Hazel Village, we are committed to quality in every item we make. We check everything, but occasionally something that’s not up to our standards slips through. If you are concerned about the quality of any item you receive, please send us a photo so we can review. If your item is deemed to be faulty, we will send you a replacement right away.

Shopping Assistance

If you are having trouble deciding what to purchase, we recommend consulting our Guide to Gifting Hazel Village blog post. It includes our product recommendations for every age group, and may be helpful to you whether you are purchasing a gift or something for yourself. You can also contact us directly if you'd like a more personalized recommendation, and we would be happy to assist.

We sometimes receive requests from customers who are hoping to purchase a specific doll that they saw in one of our promotional photos or videos. Unfortunately, there are too many logistical complications involved for us to accommodate this. We ask that you please respect this policy and refrain from sending us screenshots with requests to track down a specific doll.

We highly recommend subscribing to our email newsletter so you won't miss announcements about new and upcoming collections. There is always something exciting in the works here at Hazel Village!

Purchase Limits

Because all of our products are handmade in small batches, we typically set purchase limits for limited-edition collection drops. Purchase limits will be indicated on a product's page as well as on its collection page as: "Limit of 1 per household". These limits are always lifted 24 hours after launch time for any items that remain in stock.

Purchase limits are 'per household' rather than 'per person' because while we understand that you may wish to purchase multiples of an item if you have multiple children, we want to ensure that as many households as possible have the chance to enjoy our products for fairness' sake. We appreciate you respecting this policy.

We enforce purchase limits by canceling and refunding any orders that disregard them. If you would like to request a special exception to our purchase limits, please reach out via email in advance of launch to let us know about your situation so our team can be aware.

Doll & Animal Hospital

If your animal breaks or you find a problem, we want to know about it! If the problem happened within the first six months as a result of normal use, we will fix it for free. If it's been longer, or your animal had a run-in with the cruel, cruel world (e.g. puppies, mud accidents, overzealous playing of doctor), we will work something out on a case-by-case basis.