FAQ & Help


Ordering & Payments

Cancellations

By a rule of thumb, Painted Wings do not allow order cancellations after payment is made. However, a product may be removed from an order under certain circumstances such as:

  1. Under-stocked items
    We may accidentally overlook our stock quantities and the product ordered is not available.
  2. Damaged items
    The item ordered is found to be damaged during shipment preparation and we do not have enough stock to replace it
  3. Lack of fabric for MTO (Made-to-Order) items
    Our creators may inform us that they do not have enough fabric left to complete the order.

In the situations above, you will be informed via email and the item affected will be removed from the order, and its total value refunded.

 

Returns

Returns are only allowed if:

  1. The items are found to be damaged on arrival
  2. The wrong item/s have been sent

In this situation, please send us an email (hello@painted-wings.net) within 7 business days of receiving the items with the following information:

  1. Order number
  2. Product to be returned
  3. Reason
  4. A photo of the damaged/incorrect item

Orders may be paid only via Paypal at this time.

If you have two or more orders that are still in the “Processing” stage, you may choose to combine them so they’re shipped as one package. Please send us an email (hello@painted-wings.net) with the order numbers you’d like to combine and we’ll be happy to combine them for you!

Please read the information below before proceeding with a layaway for your order.

  • Layaways are available for up to 3 months
  • All layaway orders will be charged a fee of 5% of your total order amount
  • The order amount will be divided equally into 3 monthly payments
  • The first payment is due upon order
  • Subsequent payments will be deducted automatically from your Paypal account in the subsequent months
  • If your order is ready before the end of the layaway period, we will send you an email update
  • Please contact us if you wish to pay off your layaway earlier and have the items shipped to you sooner
  • Once the first payment is made, your order may not be canceled as it would have entered the processing stage

Example

Marie places an order for $250 worth of items with a shipping cost of $20. The order was placed on April 1st.

Order total
($250 + $20)*1.05 [5% Layaway fee] = $283.50

3 months layaway plan ($283.50/3)

  • April 1st – $94.50
  • May 1st – $94.50
  • June 1st – $94.50

All payments are strictly non-refundable.
Your order may be canceled if your monthly payments are not settled by the pre-determined due dates.

  • If final payment is not made by the due dates, we will send a reminder to you via email
  • The transaction will be considered null and the order canceled if we do not receive a response within 10 days after the email reminder has been sent
  • Any and all payments made for canceled layaway orders will be considered forfeit. You will not receive any refunds for payments already made

Loss of Layaway Privileges
Customers will no longer be able to place future layaway orders if they:

  • Cancel/forfeit an existing layaway order after paying the deposit
  • Are consistently late with their layaway payments
  • Fail to pay for their layaway orders

To apply for layaway, simply select ‘Layaway’ as your payment method during checkout.
We will send you an email with details on your monthly payments with 24 hours.

 

Items will ship within 3~5 business days upon receipt of final payment.

 

If you have dolls or made-to-order items on layaway, Painted Wings will place the order with the creators as soon as the first payment is made. This ensures that your order will be shipped as soon as possible upon full payment.

 

Longer layaway periods may also be approved on a case-by-case basis. Drop us an email to discuss if you require more time!

Products

Our creators generally try to design their outfits to fit all sizes, but with the plethora of doll sizes out there, it may not be possible to design a single outfit to fit all body types.

In-stock items will all be size fitted on our doll models upon arrival to ensure the correct sizes are listed. Here is the list of available body types we have at Painted Wings:

1/3 Sizes

  • Volks SD10 Girl
  • Volks SD13 Girl L-bust
  • Crobidoll M-Line Girl Chaste (SD16)
  • Musedoll Boy (SD13)
  • Dream of Doll DOT Boy Old Type (SD13)
  • Dream of Doll DOT Boy Type 2 (SD13)
  • Volks SDGr Boy

1/4 Sizes

  • Luts Kid Delf Boy Type 1 (MSD)
  • Fairyland Minifee Boy Active Line Normal (Slim MSD)
  • Fairyland Minifee Boy Moe Line (Slim MSD)
  • Dancesoul Doll Big BB Girl Type I (Baby Mini)

1/6 Sizes

  • Fairyland Littlefee Boy (yo-SD)
  • Fairyland Littlefee Girl (yo-SD)

 

If you’re still unsure, please drop us a line at hello@painted-wings.net so we may check directly with the creator for you!

Be sure to include the following in your email:

  1. Link to product’s URL
  2. Your dolls’ size (1/3, 1/4, 1/6)
  3. Your dolls’ measurements

Shipping & Delivery

We are operating as an online store and do not have any brick-and-mortar storefronts. Only delivery options are available to all orders with us.

We have partnered with DHL eCommerce to handle all registered airmail shipments for us. They are able to provide better tracking updates and accountability.

DHL eCommerce works with Deutsche Post to despatch their packages so there’s a possibility of your package being routed first to Germany before going to you.

Not to worry, though. The package will still reach you within the estimated timeframe. 🙂

When shipping out your orders, we will declare all packages at the full value of your items.

You may request for a lower declaration amount by leaving us a note during checkout, but please take note that we will not be held liable in the event of a lost or damaged shipment.

It can take up to 48 hours for a registered article to be scanned into the system. Please try tracking the number assigned to your order later.

If you are still unable to track your order 48 hours after receiving a shipping notification, please send us an email (hello@painted-wings.net) and we will check with the postal service.

  • Registered Mail – 1~4 business days (Singapore only)
  • Registered Airmail (Up to 2kg) – 7~21 business days
  • Express Mail – 2~4 business days

In-stock orders will generally be shipped within 3~5 business days upon payment confirmation.
All orders are shipped from Singapore and will come with a tracking number.

In-stock items will be shipped within 3~5 business days upon confirmation of payment.

For made-to-order items, please refer to the individual product pages for a shipping estimate.

If you have both in-stock and made-to-order items in your order, the order will only be shipped after all items are accounted for. To receive your in-stock items sooner, please place a separate order.

Different items will have different shipping estimates. On average, made-to-order items will ship within 30 business days after confirmation of payment.

Please refer to each items’ product pages for an accurate timeframe.

Do note that orders with made-to-order items will ship only when all items are ready. If you wish to receive in-stock items sooner, please place a separate order for them.


Contact us at hello@painted-wings.net if you require more help or information!