Welcome to your doll paradise at Poppen en Zo! We want your shopping experience in our magical doll world to be as delightful as our collection. Below you’ll find all the details about our shipping options and return policy.

Shipping Information

Order Processing: We process all orders within 1-2 business days (excluding weekends and holidays).

Shipping Options:

  • Standard Shipping: Via DHL or FedEx – €12.95
    Delivery time: 10-15 business days after dispatch
  • Free Shipping: Via EMS for orders over €50
    Delivery time: 15-25 business days after dispatch

Delivery Areas: We ship worldwide, excluding some Asian countries and remote areas. If you’re unsure about delivery to your location, please contact us at [email protected].

Returns & Exchanges

At Poppen en Zo, we want you to be completely happy with your purchase from our enchanting doll collection. If you need to return or exchange an item, we’re here to help!

Return Policy Overview

  • Returns accepted within 15 days of receiving your order
  • Products must be in original condition, undamaged and in original packaging
  • Return shipping costs are the customer’s responsibility unless the product was damaged or incorrect

Non-Returnable Items:

  • Special collector’s items (marked as “collector’s item” in product description)
  • Personalized dolls and doll clothes (Poppenkleertjes)
  • Opened packages of doll accessories (Poppentoebehoren)

Step-by-Step Return Process

  1. Submit your return request within 15 days of receipt by emailing [email protected] using our return template below
  2. Wait for approval – we’ll respond within 2 business days with a return number and instructions
  3. Ship the package back to us with the return number clearly visible on the packaging:
    Poppen en Zo Retouren
    421 Blekslagebrugweg
    Onstwedde, NL 9591VA
  4. Receive your refund – once we receive and inspect the return, we’ll process your refund (see details below)

Return Email Template

Subject: Retourverzoek – [Order Number]

Dear Poppen en Zo team,

I would like to return/exchange the following product:

Order Number: [Your order number]
Product Name: [Product name]
Reason for return: [Wrong product, damaged product, not as expected, other reason]
Desired solution: [Refund / Exchange for (product name)]

I confirm the product is in original condition and undamaged.

Best regards,
[Your full name]
[Your email address]
[Your phone number]

Refund Details

Once we receive and inspect your return:

  • Processing time: 3-5 business days
  • Refund method: Original payment method (Visa, MasterCard, JCB or PayPal)
  • Shipping costs: Only original shipping costs are refunded if the return is due to our error

Exchange Details

For exchanges:

  • We’ll ship the new product once we receive your return package
  • Any price differences will be adjusted
  • Shipping costs for the new product are on us!

Questions?

Our friendly team is ready to help with any questions about shipping, returns or exchanges. Contact us at [email protected] and we’ll create a magical solution!

With doll-like greetings,
The Poppen en Zo Team
Your doll paradise since [founding year]