Order Issues

Please check your spam folder first: email settings sometimes send the confirmation there. If it is not there either, the email address may have been entered incorrectly or the order may not have completed. Contact us and we will look into it.

Use the tracking number from the email you received after dispatch to follow your parcel with the courier. Our Doll Tracker also emails you at every stage of the journey. For more detail, see Order Status & Tracking.

If you missed the courier's delivery attempt, your parcel goes back to the courier's local depot. To rearrange delivery, contact the courier directly using the details on the note they left, their email notification or the tracking page. If you have not heard from the courier, contact them with your tracking number. If you run into any difficulty, get in touch and we will help.

If your doll was damaged during production or transport, you can choose a replacement or a full refund. Damage caused by mishandling or during unpacking is not covered, so we recommend following our inspection steps in Delivery when your order arrives.

Losses are rare, and every shipment is fully insured. If your parcel is lost in transit, we either refund the full cost of your order or send you an identical replacement, so you still receive the doll you chose.

Every doll is checked after production, and you approve photos and videos before it ships, so this is very rare. If it does happen, we apologise, and you can choose a full refund for the model or have the doll you originally ordered sent to you promptly. See Returns & Refunds for details.

If your parcel is missing components or accessories you ordered, we will put it right promptly. You can choose a refund for the missing items or have a new parcel sent with everything you need. See Returns & Refunds for details.