FAQ


Sizing Guide

Most LIZ LISA, Tralala, Penderie and LIZ LISA doll items come in "one size" with the exception of shoes. Some items include a shirred elastic panel that can stretch to fit a wider range of sizes, while others are cut "oversized" to fit loosely on most people.
The average size of the fitted clothing is an American size Small to Medium and dress size 3-4.

Please refer to the product description for information about each particular piece.

 

Shipping

We ship via USPS Priority and Priority International.  All of our packages are fully insured and trackable.  Depending on your location, orders may take 1-5 days to arrive (or up to 2 weeks international).  Packages may be tracked at usps.com/shipping/trackandconfirm.htm

Due to popular demand, we are now also offering more cost-effective USPS First Class and First Class International.  **International Customers** Please be aware while these rates are less expensive, packages will not be trackable once they have left the U.S. and may take substantially longer than Priority Mail.

In-store Pick Up

If you live in the San Francisco Bay Area or are planning to visit our store, you can opt to pick up your purchase at our physical store to save on shipping. Please be sure to bring a form of ID and either a copy of your invoice or original order number when picking up your items. You may also designate another person to pick up the items for you as long as you notify us in advance. They must also have an ID and a copy of the invoice/order number.

We can hold a purchased item at our store for up to a month at no additional cost. After 30 days, we will charge a monthly $5 storage fee.  

Any incurred storage fees are due at pick-up.

 

Pre-order & Reservation Items

Occasionally we offer items for advance purchase.  These expected delivery date will be clearly stated on each item's page. Please be aware that these dates are estimated and not exact; many factors including customs clearance, manufacturer delays, etc. can affect these.  

Full payment is required at the time of checkout.  If your pre-order/reservation order includes items that are currently in-stock, items will be shipped together once the LAST item has arrived in store.  Orders may be split up to be shipped, but this may incur an additional shipping fee.  Please refer to each item for complete information, or e-mail us at hello@shopmaruq.com for further details.

 

Returns & Exchanges

Unfortunately, due to the limited amount of stock of each item as well as sanitary reasons, we accept neither exchanges nor returns unless there is a factory defect or shipping error on our part. We will not accept returns for color, size or length discrepancies. Please feel free to email us with your questions before ordering at hello@shopmaruq.com.

In the case of a factory defect or shipping error on our part, refunds and exchange requests are accepted for items within 10 days (20 days for international orders) of original purchase date.  Items must be in unworn condition in original packaging and with all tags attached.  Refunds can only be issued in the original payment method or store credit. We are unable to transfer refunds to a new or different payment method.

Shipping is non-refundable, except in cases where we have made a shipping error.


No refund or exhange will be given if:
♥ Returns received in damaged or worn condition.
♥ Shoes returned with postage stickers on the original shoebox.
♥ Return requests received after 10 days (20 days for international customers) of the original order shipment date.
♥ Items shipped to us without prior approval.

How to Initiate a Return or Exchange
Please read our Returns & Exchanges Policy above and verify that your item(s) are eligible for return or exchange.

E-mail care@shopmaruq.com with your original order number, name of the item(s) you wish to return, and reason for return/exchange.
Occasionally, return requests will take a few days process. The return time window is from when your e-mail is received, not from the date of our response.

Please note: customers are responsible for return shipping. 
We highly recommend insuring all packages; we are not responsible for items lost in the mail.

Items that cannot be refunded or exchanged:
♥ Sale items
♥ Special sets
♥ Novelties


Cancellation Policy

Orders may not be cancelled once they are placed.  If an input error was made during the checkout process, please contact us immediately at +01 (415) 839-8390 or at care@shopmaruq.com.  We are unable to make any changes to the order once your order has been shipped and are not liable for any input mistakes.