FAQ's
Shipping policy
Processing time
In-stock orders ship within 1–3 business days, usually the next business day.
Preorder items are made to order and ship once ready. If your order includes both preorder and in-stock items, it ships together when the preorder item is ready.
Shipping costs
United States: free shipping on all orders.
International: shipping is calculated at checkout.
Customs, duties and taxes
International buyers may need to pay import duties, taxes or fees when the parcel arrives. These are set by your country and are not included in our prices or shipping charges. If you have questions about fees for your country, please email us before ordering. We are not responsible for delays caused by customs.
Tracking
You will receive an email with tracking details as soon as your order ships.
Address changes
Please check your shipping address carefully before placing your order. If you notice a mistake, email us at info@zazoudolls.com as soon as possible and we will do our best to update it before your order ships.
Lost or damaged parcels
If your parcel arrives damaged or has not arrived by its estimated delivery date, contact us at info@zazoudolls.com with your order number and photos of any damage, and we will help resolve it with the carrier.
Questions?
Email info@zazoudolls.com. We reply within 1–2 business days.
Returns & refunds policy
All sales are final
Every ZaZou wig, doll and accessory is handcrafted or customized, so we do not accept returns or exchanges, and refunds are not issued for change of mind or measurement error.
Cancellations
Orders cannot be canceled once placed, including preorders and custom orders. Please check sizes, colors and your shipping address before checking out.
Choosing the right size
Because we can’t accept returns, please measure your doll’s head before ordering. Not sure which size fits? Email us your doll’s brand and model at info@zazoudolls.com before you buy and we’ll recommend the right fit.
Custom orders
Custom dolls, custom wigs and personalized designs are made especially for you. They cannot be canceled, returned or refunded.
Damaged or defective items
If your order arrives with a defect or damage, please contact us at info@zazoudolls.com within 48hrs with:
- your order number
- a description of the problem
- clear photos of the item and packaging
We will review your message and help make it right. Where a return is needed for a defective item, return shipping is at the buyer’s expense.
Color variation
Colors can look slightly different from screen to screen. Small differences between the photos and the item you receive are not a defect.
Questions?
Email info@zazoudolls.com. We reply within 1–2 business days.
FAQ
Orders & shipping
How long does it take for my order to ship?
In-stock orders ship within 1–3 business days, usually the next business day. Preorder items ship once they are made.
Do you offer free shipping?
Yes, shipping is free on US orders. International shipping is calculated at checkout.
Will I pay customs or import fees?
International buyers may be charged duties or taxes by their country when the parcel arrives. These are not included in our prices. Email us if you’d like to check before ordering.
What does PREORDER mean?
Preorder wigs are made after you order. They take longer to ship than in-stock items and, like all orders, cannot be canceled once placed.
Can I cancel or change my order?
Orders cannot be canceled once placed. If you need to correct your shipping address, email us straight away and we’ll do our best to update it before your order ships.
Returns
Can I return or exchange an item?
Because every piece is handcrafted or customized, all sales are final. If your item arrives damaged or defective, contact us with photos and we’ll help. See our Returns & Refunds Policy for details.
Sizing & fit
Which wig size do I need?
Our wigs are sized by head circumference, from 3–4" (Barbie) up to 11–12" (18" dolls). Measure around your doll’s head and choose the matching size.
Which dolls do your wigs fit?
We make wigs for many brands, including 18" dolls such as American Girl, Our Generation and Götz, Ruby Red Fashion Friends, Kaye Wiggs, WellieWishers, Paola Reina, Smart Doll, Minifee and other BJDs, Meadowdolls, Little Darling and Barbie. Each listing shows the head size and the dolls it fits.
I’m not sure which size fits my doll. Can you help?
Yes. Email info@zazoudolls.com with your doll’s brand and model and we’ll recommend the right size before you buy.
What does “Loose Fit” mean?
Loose Fit wigs sit slightly larger on the head and need a wig cap underneath for a secure fit. Our silicone wig caps are sold separately as an add-on.
Wig care & styling
What’s the difference between Classic and Vegan Mohair?
Both are our own signature fibers. Our heat-safe Classic fiber and can be styled with low heat. Our Vegan Mohair and must never be heat styled, because heat will melt the fibers.
Can I curl or straighten my wig?
Classic wigs: yes, on low heat of 150–200°F. Vegan mohair wigs: no heat at all. To curl them, use damp sponge rollers and let the wig dry completely.
How do I wash my wig?
Our wigs are tangle resistant and easy to care for. You can wash them with your usual shampoo, just like human hair.
Custom orders & more
Do you take custom orders?
Yes! Send us a message with your ideas and requirements at info@zazoudolls.com. Custom orders cannot be canceled or returned.
Do you sell wholesale?
Yes. Please email us for details.
How do I contact you?
Email info@zazoudolls.com or use our contact form. We reply within 1–2 business days, a little longer during launches, sales and holidays.