Customer Service

Shipping	How do I track my order? Once your order has shipped, we will send you an email with your tracking number and a link to our shipping partners so you can check the status of your package. You can track your package here. Where do you ship? We ship internationally to numerous countries. If your country is currently not listed and you would like us to add a shipping option for your country let us know. Please note Dumyé is unable to ship dolls to any OFAC (Office of Foreign Assets Control) sanctioned countries in accordance with UAE law. Do I have to pay import duties/taxes/customs if I live outside the United Arab Emirates? Please be advised that international orders may incur a Customs or duty charge. Dumyé does not have any control over these charges and is unable to advise what they will be. Customs and duty charges are based on a country’s import regulations and policies. For additional information, we recommend contacting your country’s Customs office. How long does it take for my order to ship once it has been placed? Each doll is made to order so it can take up to 2 weeks for your order to ship out, sometimes longer during the holiday season. I made more than one purchase this month. Can they ship together? Yes! Just drop us an email at hello@dumye.com to let us know you would like us to consolidate your orders. Please note that multiple orders may ship together but will still be posted on your credit card statement separately.
Payment	What payment options do you have? We accept Visa and Mastercard credit/debit cards, as well as Paypal. All transactions are made in USD. We also accept COD in the United Arab Emirates, Saudi Arabia, Kuwait, Qatar and Bahrain.
Returns	Can I modify my order? You have 24 hours, from the time you placed your order, to make changes or cancellations. Refunds for cancellations will be made back to the payment solution you used initially to make your purchase. Please allow for up to 45 days for the refund transfer to be completed. After that, we get to sewing your little treasures. What is your return policy? We want you to be happy with your purchase. If you’re not, we would like the opportunity to make it right. Just let us know within 7 days of receiving your doll. As our Limited Edition dolls are all custom made to your specifications, we are unable to accept returns. Any refunds made for other products will be done only through the Original Mode of Payment. It is important to remember that our dolls are made by hand and are not absolutely identical in shape, color and size to the pictures seen on our website. These variations are not imperfections but actually what gives each handmade doll it’s own unique character.
FAQ	Is Dumyé a non-profit organization? We are a for-profit company with a giving heart. How can my orphanage become a beneficiary of your giving program? Get in touch with us, let us know a little about your organization and we will get back to you as soon as we can. What does Dumyé mean? The name Dumyé was inspired by the classical Arabic word for ‘doll’, doomya. How do I care for my doll? Machine-wash your doll on the delicate cycle, in a garment bag. Use cold water only. Dry the doll flat. DO NOT put it in the dryer.
Contact	There are a few ways to get in touch with us. Find out more here.

Shipping & Returns

How long until my order ships?

All items ship within 72 hours with the exception of our Personalized Designer Dolls, which can take up to 2 weeks, as they are made to order.

After my order ships, how long does it take to get to me?

Within the United Arab Emirates it takes 1-2 days and internationally it takes 3-5 days. Most of our international orders ship via FedEx. You will receive a tracking number by email once the courier has collected your order from our studio.

Where does my doll ship from?

All our dolls are handmade in the United Arab Emirates and ship from there.

Will I have to pay customs and duty charges?

Please be advised that international orders may incur a customs or duty charge upon entering your country. These charges are determined and paid to your government. Dumyé does not have any control over these charges. Please touch base with your countries customs office for more details. While we cannot guarantee it, historically speaking dolls shipped to the USA have not incurred any additional charges upon entering the country.

Can I return my order?

We want you to be super happy with your doll. If you're not, we would like the opportunity to make it right. You may return any order within 14 days of receiving it. Send us an email to hello@dumye.com and we will let you know what needs to happen next. Shipping is nonrefundable. Please note, our Personalized Designer Dolls and any doll that has been personalized with a monogrammed heart has been made just for you and is not eligible to be returned. If your order is defected please except our apologies and send us an email to hello@dumye.com with a picture of the defect, so we can swiftly make things right.