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FAQ

  • How can I order wholesale?
    Please message us via our contact form or email us directly at contact@ellasuperstarr.com Request form for dolls click here. Request form for accessories and clothing click here.
  • Can we request catalogues of the products?
    Yes. Please email us at contact@ellasuperstarr.com or contact us here.
  • I dont want to buy bulk orders but can we buy single items?
    WHOLESALE: Please email us for more information at contact@ellasuperstarr.com or click our contact form here. RETAIL: There are few dolls that you can buy per single item. Please check what is available in our shop. Click here SHOP.
  • How can I pay?
    We accept Visa, Master Card, Debit, American Express, Union Pay, JCB, Cartes Bancaires, Discover, Visa Electron, Maestro, Apple Pay, Klarna and Paypal. Check out is made by Wix payments, Paypal and Klarna with secured with SSL system to make sure your payments are safe.
  • How do I know I have successfully placed an order?
    ONLINE SHOPPING: We send automatically your receipt via email to confirm your order & payments. WHOLESALE: Clients must fill in their orders by marking (X) on their selected style and MOQ on the checklist. Before sending this order form to us, clients also need to sign the checklist to confirm these orders. We then send a copy of your order with our signature to confirm. Then, followed by the finalised pro forma invoice. Payments received will be confirmed via email only. Contact us when you have questions at contact@ellasuperstarr.com
  • When you will delivery my parcel?
    ONLINE SHOPPING: SWITZERLAND Processing: 3 Business Days Shipping: 3-5 Business Days INTERNATIONAL Processing: 3 Business Days Shipping: 7-21 Business Days WHOLESALE SWITZERLAND Processing: 5 Business Days Shipping: 3-5 Business Days INTERNATIONAL Processing: 5 Business Days Shipping: 7-21 Business Days Note: This excludes Bank Holidays Please email us for more details at contact@ellasuperstarr.com
  • How long it takes to create the wholesale items?
    We as a company are working efficiently so we can serve you at our best. Our lead time to manufacture wholesale orders is 45 - 60 business days excluding bank holidays NOT included shipping dates.
  • Can we customise orders?
    Yes we accept customised dolls from Ella Superstarr. For more details please email us at contact@ellasuperstarr.com
  • To what age appropriate are these dolls?
    We focus on children age 8+ and mature doll enthusiasts for our dolls. Children below are not suitable for these items due to small parts that are choking hazzards.
  • Are your products safe?
    Yes. Our products are safe and has CE certification from our manufacturer and SQTS (Swiss Quality Test Service) approved for local and international safety measures.
  • How do I create and register for an  account?
    Please go to our Register page to register for an online account at the upper right corner to sign up.
  • Can I refund or Exchange my purchase items?
    At Ella Superstarr, we make our best to create our products at high quality level and we thoroughly check our products before being shipped to our clients. We cannot control couriers that damage our products upon shipping. The items we sell are special, most of them are custom dolls and hand made clothes and accessories from our manufacturer, so we do not support no-excuse returns for refunds. In case of the following (damaged or incorrect items) The item we sent is damaged. The item we sent was incorrect. Please do not damage or discard the box and other packaging materials of the item. And contact us by email within 3 days of receiving the product, which must be accompanied by a photo or video of the damaged item, so that we can determine if it meets the return criteria. Please note that we do not accept returns more than 14 days after receipt of the product. After we receive your email, we will determine the exact cause and provide a solution accordingly. We will notify you by email within 7 days whether your refund has been approved or whether we will send you a replacement. If the refund or return is accepted, our staff can take some time to process the matter. Send a replacement: We will send you a new item within 14 -21 business days. Returns are approved: we will give you a return address and instructions on how and where to send the package (items sent back without first requesting a return will not be accepted) Refunds are approved:You will be automatically refunded within 14 business days in the same way you originally paid. For orders that have been paid for and not yet shipped. Customized products: No refunds will be given for products that have already started production Pre-ordered products: If you insist on canceling or requesting a refund, we will charge 30% of the total order amount
  • Can I amend or Cancel my orders?
    ONLINE SHOPPING AND WHOLESALE ITEMS: If should you wish to cancel your order please contact us as soon as possible by writing an email within 24 hours of the purchased item. We are happy to exchange products that are damage upon receiving your items. We reassure from our quality check service before sending our products to our clients that we make certain on all items are intact and well packed. We do not held responsible for any shipping lost or damage during transit. Customers are responsible for shipping back the damage items to us. Click here or message us at contact@ellasuperstarr.com Address: Ella Superstarr c/o Joana Almagro Bustalino Binzring 15 8045 Zurich Switzerland.
  • Can I refund or Exchange my purchase items?
    At Ella Superstarr, we make our best to create our products at high quality and checked our products before shipped to our clients. We cannot control couriers that damage our products upon shipping. The items we sell are special, most of them are custom dolls and hand made clothes and accessories from our manufacturer, so we do not support no-excuse returns for refunds. In case of the following (damaged or incorrect items) The item we sent is damaged. The item we sent was incorrect. Please do not damage or discard the box and other packaging materials of the item. And contact us by email within 3 days of receiving the product, which must be accompanied by a photo or video of the damaged item, so that we can determine if it meets the return criteria. Please note that we do not accept returns more than 14 days after receipt of the product. After we receive your email, we will determine the exact cause and provide a solution accordingly. We will notify you by email within 7 days whether your refund has been approved or whether we will send you a replacement. If the refund or return is accepted, our staff can take some time to process the matter. Send a replacement: We will send you a new item within 14 -21 business days. Returns are approved: we will give you a return address and instructions on how and where to send the package (items sent back without first requesting a return will not be accepted) Refunds are approved:You will be automatically refunded within 14 business days in the same way you originally paid. For orders that have been paid for and not yet shipped. Customized products: No refunds will be given for products that have already started production Pre-ordered products: If you insist on canceling or requesting a refund, we will charge 30% of the total order amount
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