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 also 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.
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.
Doll & Animal Hospital Services
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.
Contact us here to learn more about our animal hospital services!