Returns & Refunds
Refunds
The processing of your order begins promptly upon receipt of your payment. However, during the initial 24 hours, when your order has been received by the factory but production of the doll has not yet commenced, you have the option to cancel your order.
To cancel your order, kindly get in touch with us using the Contact page. When contacting us, please ensure you have your order number at hand for a swift resolution. Additionally, please clearly state the product(s) you would like to cancel or return if you choose to communicate via email.
Can I cancel my order and receive a refund after 24 hours?
A full refund is possible only within 24 hours of payment. Alternatively, it can be issued if any of the following problems arise:
- Defect (except for non-refundable warranty items, described below)
- Severe damage during transportation (except for non-refundable warranty items, described below)
- Discrepancy with the order (wrong doll, head, or missing declared options and modifications)
If the doll has been manufactured but not yet shipped, cancellation is possible with a deduction of 30% of the doll's cost (since in such cases, manufacturers impose a penalty on the vendor).
If the doll has already been shipped, cancellation is only possible for the reasons listed above.
Please note: Due to the custom-built nature of our dolls, we cannot accept returns or offer refunds if there are no problems with the product. Each doll is built to order according to your specifications, ensuring a unique and personalised creation process tailored specifically for you.
Before ordering, we suggest you take a look at factory photos of dolls, to have a better understanding of how the dolls will look in real life, without studio photography. View factory photos
What if the factory does not include the specifications I requested in the doll?
We work closely with each customer to create a detailed Technical Specification, which encompasses a comprehensive description of the doll, from its external features to all enhancements and additional accessories. We liaise with the factory based on these Technical Specifications, ensuring precision and accuracy. Furthermore, before dispatching the doll from the factory, we conduct a thorough inspection and demonstration, covering both the external attributes and all enhancements.
In an unlikely event that this does happen, please Contact Us.
What if the doll arrives damaged?
Instances of such nature are exceedingly rare. However, in the unlikely event that your doll arrives with any damages, rest assured we have an extensive and detailed return policy in place.
In an unlikely event that this does happen, please Contact Us.
How long does the refund take?
We will make any refund due to you as soon as possible and within the following timelines:
- If you cancel before you have received the product(s), 14 days after you inform us of your decision to cancel the contract; or
- If you have returned product(s) back to us, 14 days after the day on which we receive the product(s) back from you or if earlier, the day on which you provide us with evidence that you have sent the product(s) back to us.
You will be refunded to the original method of payment used at the time of purchase.
Returns
No matter how exceptional the brands quality or how closely we oversee the production and packaging processes, we, unfortunately, cannot exert direct control over the delivery. Unlike some other sellers who claim to eliminate all potential delivery issues, we believe in providing transparency. Problems can occur despite partnering with reputable Transportation Companies, as their operational processes remain beyond our direct influence. Nonetheless, we offer full insurance coverage for the shipment, amounting to 100% of the dolls value.
We can guarantee that, regardless of the circumstances, you will receive the flawless doll of your dreams. In the event of any issues during delivery, we ensure a replacement for any damaged models.
Our mission is to provide you with the utmost satisfaction in your purchasing and doll ownership experience, even when challenges arise. That's why we have developed a comprehensive, transparent, easily understandable, and fair return policy.
How does the return policy work?
Upon receiving the doll, we strongly advise conducting a thorough inspection to identify any potential defects.
Here are the recommended steps for inspection:
- After the courier delivers your order, promptly capture a photograph of the box. If any signs of damage are evident, ensure to document it accordingly. It's important to note that any damage to the box does not necessarily indicate damage to the doll itself, as an additional protective frame is present inside.
- Once you unpack the doll, meticulously examine it from all angles.
- Check the surface of the material for any signs of damage.
- Gently flex the doll's limbs, paying close attention to the flexibility of the joints and their correct positioning.
How to return an order
If you discover any issues or damages with your doll, please inform us promptly using our contact form located here. When providing details about the problem, please be as comprehensive as possible. You are welcome to include any accompanying photographs or videos.
Non-refundable warranty items:
- Skin - Minor skin defects and slight surface variations that occur during the manufacturing process, such as injection marks and seam lines from moulds, are considered natural and are not covered by our refund policy.
- Fingernails and toenails - Occasionally, the doll's nails may become loose during transportation. If this occurs, simply remove and reapply them using the provided nail glue, following the instructions in our cleaning and care guide..
- Eyelashes - Similar to nails, there may be instances where the eyelashes of the doll become detached. This can be easily rectified in under two minutes by using eyelash glue designed for women.
- Makeup - Each doll is meticulously handcrafted, including the application of semi-permanent makeup. As a result, there may be slight variations in the makeup, making each doll subtly unique. Prior to shipping, you will receive photographs of your doll for your review. If the makeup significantly deviates from your expectations, we will take note and make the necessary adjustments before the doll leaves our workshop. We highly encourage customers to communicate any concerns they may have upon reviewing the post-production photos.
If it is determined that any damage has occurred due to mishandling or negligence on the part of the buyer, the doll will not be eligible for coverage under our warranty. This includes instances such as limb stretching or tears resulting from improper handling.
Other exclusions from return/refund:
- where you do not have proof of purchase;
- where the product(s) are returned without full packaging and contents;
Returning your delivered items
Once we have confirmed your return/refund request, we will contact you and arrange for a courier to pick up your order or for you to take it to a drop-off location, depending on courier availability at your location. The product(s) must be packaged securely and be ready for shipping, including any labels which we provide.
You agree to take reasonable care of the product(s) from the time that they are delivered to you until the time that they are returned.