We carefully pack each individual order from Eleanor Brown to reach you safely, no matter where in the world you are. We ship primarily using FedEx and UPS, and occasionally USPS. You will be provided a tracking number.
We normally do not ship dolls and other large items to PO Boxes. If you only receive mail at a PO Box, please write us for a shipping quote, as our US shipping charges are calculated through Fedex. If necessary, Eleanor will invoice you a surcharge for USPS Priority Mail charges.
Dolls are shipped from Tennessee. We strive to ship within 2 business days of receiving payment. We ship Monday through Friday. Fedex delivers Home Delivery in most locations Tues-Sat. Commercial delivery is Mon-Fri.
Fedex does not require signature on home delivery items. To prevent theft or damage by weather or animals, please arrange to be home to receive your doll, or have it delivered to your place of employment. A Fedex claim issue may mean a lengthy delay in getting your doll.
All orders are shipped insured.
Delays may occur if we are closed for major holidays, inclement weather conditions, natural disasters, or other unforeseen conditions. We are unable to ship on national holidays that are observed by our couriers.
We will ship your order via Fedex Ground or USPS, depending on the size of your purchase.
We do ship to the non-Continental US, as well as internationally. Orders are shipped via United States Postal Service. Some of our larger items, such as Santos dolls over 30" high, may not be available for shipment to your country, depending on shipping size restrictions that are out of our control.
Refunds and Returns
Returns and Claims: Damaged Items
We carefully pack all items and inspect them prior to shipping. Your shipment is insured for damages related to transit. Please open and inspect your order upon receipt. If your items are received damaged, we must be notified within 7 business days to start the claim process. Please repack the damaged item and hold for Fedex to pick up. We will notify FedEx on your behalf to file your claim. We will need you to email a description of the damage, to shop@ southerndutch.com .
Returns - Other:
If you are not satisfied with your order, you may return it to us if you notify us by email at shop@ southerndutch.com within 7 days of receipt. Additonally, your return must be postmarked within 14 days of receipt. Returns shipped after 14 days of your receipt will not be refunded.
You will be responsible for proper and safe packaging, all shipping charges, and shipping insurance.
A refund of item cost will be issued for items returned undamaged with its original packaging, minus a 10% restocking fee. Shipping costs including return shipping are non-refundable. Once we receive and process the returned items, we will notify you via email regarding your refund. Refunds can only be issued to the method of payment used for purchase.
Out of Stock Items
It is our goal that our inventory method will notify you of out of stock items when you visit our website, and therefore, out of stock items will not be ordered. In the rare event that a doll is inadvertently out of stock at the time you order, we will contact you for how to handle your order. If we do not hear back from you within 48 hours, your money will be automatically refunded.
PAYPAL: You can use your paypal account,or you can use your credit card through Paypal's secure server 24/7. No Paypal account is required if you live in the US. Just follow the directions on our shopping cart.
VISA/MC VIA TELEPHONE: Customers who prefer to not purchase online, and have a credit card, can reach us at 423-741-7006 to call in their order over the phone. Your credit card statement will show SOUTHERN DUTCH as the payee. We take phone calls Monday-Friday, 9-5 Eastern Time. If we do not answer, please leave a message and we will return your call promptly. We're a small family business, and we juggle many responsibilities at once. We do our best to answer every call at the time they come in.
US CHECK OR US MONEY ORDER US Customers who do not have a credit card or PayPal account can pay with a US check or US postal money order. Please allow 10 business days from the time of receipt for bank clearance. Shipping charges can be calculated through our shopping cart, or you may call us/email us for a quote.
Please make sure to also call or email us with your intentions to buy, so we can hold your items while we await your payment -this way we can avoid a sell out before we receive your check.In addition, with your payment please include a sheet of paper with, in all capitals, your name, full address, daytime phone number, and -if available- your email address; this in case we need to contact you quickly upon receiving your payment by mail.
Payment must be received within 7 days.
Mail the US check or US postal money order to:
112 E Myrtle Ave
Johnson City, TN 37601
We are located in Tennessee. If your delivery address is in Tennessee, you will be charged 9.5% State Sales Tax for goods and shipping costs.
Sales tax will not be added to any order shipped to states other than Tennessee, nor to shipments outside the US. (NOTE: International customers are responsible for their own (potential) customs and/or duties)