Order Issues
I haven't received an order confirmation email
If you haven't received an email confirming your order, please check your spam folder first. Occasionally, due to email settings, the order confirmation email may be redirected there. If you still haven't received it, there could be a possibility of an incorrect email address or an incomplete order process. To address this, we kindly ask you to contact us using the Contact Page.
Where is my package?
To keep track of your package, we offer two convenient options. Firstly, you can use the tracking number provided in the email you received after your purchase. This will allow you to monitor its progress and stay informed. Additionally, our Dolls Tracker system provides regular email updates, ensuring you are aware of every stage of your package's journey. For more detailed information and instructions, please visit our dedicated Order Status & Tracking page.
Missed delivery?
If you missed the courier's delivery attempt, your package will be returned to the local warehouse. To rearrange the delivery, please contact the courier directly using the information provided on the note left by the courier, the email notification, or the tracking page. If you haven't received any communication from the courier, please reach out to them referencing your tracking number. If you encounter any difficulties or need further assistance, please get in touch with us as soon as possible.
I've received a damaged package
If you have received a damaged doll, you have the option to request a replacement model or receive a full refund. Please note that this applies only if the damages occurred during production or transportation. Damages caused by mishandling or during the unpacking process are not eligible for compensation. To ensure a proper inspection of the doll upon receipt, we recommend following our guide, which can be found in the help centre.
My package is lost. What should I do now?
While it is rare, if your package is lost during transit, we have you covered. We will either refund you the full cost of your order or send you an identical replacement model. Rest assured, we take precautions to minimise such occurrences and work exclusively with reputable transport companies. Furthermore, we provide full insurance coverage for your shipment, guaranteeing that you will receive your desired model even in the unlikely event of a loss.
Received the wrong product?
We take great care to ensure accuracy and quality throughout the ordering process. Each model undergoes meticulous checks after production, and we even provide you with photos and videos for confirmation before shipment. However, if you happen to receive the wrong product, we sincerely apologise for any inconvenience caused. In such cases, we offer two options: a full refund for the cost of the model or the prompt delivery of the originally ordered product. Your satisfaction is our priority, and we will swiftly address any errors to ensure you receive the doll you initially selected.
For more information see the Delivery page and Returns & Refunds page
Received incomplete order?
If you find that your parcel is missing certain components or accessories that were part of your order, we sincerely apologise for the oversight. Please rest assured that we will rectify the situation promptly. You have the choice of receiving a refund for the missing items or having a new parcel sent to you, ensuring you receive the complete set as intended. Your satisfaction is important to us, and we strive to provide a seamless and enjoyable shopping experience.
For more information see the Delivery page and Returns & Refunds page
Get in touch for further assistance
If you have any other concerns or require additional assistance, please don't hesitate to get in touch. Our dedicated team is ready to assist you promptly and ensure your satisfaction. You can reach us via email, live chat or social media. We value your patronage and are committed to providing you with the best customer experience possible.
Find all our contact info on the Contact Page