Order Status & Tracking
From the moment you place your order until your doll arrives, you can always see where it is. There are three ways to follow along.
See the live status of your order at any time on your Orders page. Every stage, from processing to delivery, updates in real time.
Our own notification system emails you at every step, from the moment you place your order until it reaches you.
Once your order ships, you receive a tracking number, a link to the courier's website and instructions for following your parcel yourself.
The stages of your order
We confirm your order by email and, within 24 hours, prepare the technical specification for the factory and send your doll into production. You are notified as soon as the factory begins.
The main components are made: preparing the materials, creating the body and head, then casting and drying. We email you when this stage is complete.
Your doll receives its final touches. Artists apply makeup, define shading and add fine details by hand. We email you when your doll is finished.
We send you photos and videos of your finished doll, and nothing ships until you confirm it meets your expectations.
- Happy with it? Click "Approve" and we arrange shipping straight away.
- Want adjustments? Click "Reject" and add a comment. We work with the factory to address it before shipping.
- Not what you expected? Click "Reject" and add a comment. We will get in touch to find a resolution, because your doll should leave the factory only when you are completely happy with it.
Once your order is dispatched, we email you the tracking number, a link to the courier's website and tracking instructions.
After customs clearance, your order is handed to the local courier for delivery, and we email you the delivery details.
For doll orders, the tracking number may only start showing updates once your parcel reaches your country and clears customs. This is normal for international delivery. If you have any questions, ask us by email, website chat or WhatsApp.
How long production takes
Production covers manufacturing and post-processing. The average time depends on the material of your doll:
- Silicone: 4 to 6 weeks
- TPE: 4 to 6 weeks
- Silicone head, TPE body: 4 to 6 weeks
If your order is delayed
We always aim to meet these timeframes, but delays can occasionally happen, for example during high production volumes, extra quality control or international shipping disruption. If your order is delayed beyond its estimate, we contact you first with a full update and a revised timeline, so you are never left wondering. If you have any concerns at any point, reach us by email, website chat or WhatsApp.
Approximate, based on recent similar orders. Not a delivery promise.
FAQ
A confirmation email is sent automatically as soon as we receive your order. If you haven't received it, please check your spam or junk folder. If it's not there, please contact us via email, website chat, or WhatsApp and we'll look into it right away.
Changes to your order are possible up until your doll has entered the manufacturing stage, which typically begins within 24–48 hours of placing your order. That said, certain customisations such as hair style, eye colour, and nail colour may still be possible at a later stage, as these are applied during post-processing. Regardless of when you realise you'd like a change, we always encourage you to contact us as soon as possible via email, website chat, or WhatsApp, and we will do our best to accommodate your request.
You will receive an email notification at every stage of the process. You can also check the live status of your order at any time on your account Orders page.
If you would like adjustments, let us know what needs to be changed and we will work with the factory to address your concerns before shipping. If the doll does not meet your expectations, please contact us and we will do our best to find a resolution. Your doll will not be shipped until you are completely happy with it.
No, all customs and import duties are handled by us and you will not be required to pay anything extra.
Due to the nature of international shipping, tracking information may not become active until your parcel arrives in your country and clears customs. If you are concerned, please contact us via email, website chat, or WhatsApp and we will look into it for you.
In the rare event of a delay, we will contact you proactively with a full update and a revised estimated timeline. You can also monitor your order status at any time on your account Orders page.
You can reach us through any convenient channel: email, website chat, or WhatsApp. We're happy to help at any stage of your order.