Return & Refund Policy
Section1 : Order Cancellations
Order processing starts within 12 hours of receipt of your payments — the factory begins work on your customized doll or our team begins to pack your in-stock doll. This means that materials are purchased, time is pre-allocated and costs are incurred. We may not meet our delivery guidelines if we did not work to such strict time constraints.
So,Please make sure your order is correct before you hit the submit button.
(a).Cancellation made within 12 hours of purchase will incur a 5% transaction fee (Paypal or your bank charges, we do not charge any cancellation fee).
(b).Cancellations made within 12-24 hours of purchase will incur a 10% cancellation fee to cover our costs.
(c).Cancellations made after 24 hours of purchase will be subject to a 20-30% cancellation fee as further production and time costs have been incurred.
(d).If we have finished your doll（Usually takes 2-5 days） and you insist on canceling your order, 50% will be charged.
(e).In another case, we not only finished your doll, but also shipped it,then the order will not be cancelled, please understand.
- This amount will be deducted from the refund processed to your card in the event we have already processed your credit card for shipping.
- The PayPal refund will be back within 3 business day.
- The credit card refund will be back within 7 business days, because the bank need some time to verify.
Orders as below cannot be canceled
– Order with implanted hair cannot be canceled as implanted hair is handmade and time costs are huge.
– Silicone doll orders cannot be canceled because it costs much than TPE if the factory processes the order.
– In-stock dolls (payment has been successful for more than 6 hours). We will ship it 6 hours after receiving your order if you choose in-stock dolls. The shipping carrier may take it while you cancel it, and we cannot recall the package as it may cost a lot of shipping fees.
Before you place an order, please make sure everything works correctly.
However, you will not be charged any fees to add items, change items anytime prior to processing the order. An order cannot be changed or canceled once it has been processed since it’s a personal custom-made product. In the event your order has already been in processing, any changes or cancellation would be subject to our Return & Exchange Policy.
Section2 : Damages & Warranty
We do not offer refunds for any other reason other than a product damaged on arrival.
– Wrong Dolls
When you receive the doll and you find it looks absolutely different from the factory pictures or website, just show us an unboxing video (with the whole body, head, shipping label, and outside package box ). We will report and check to our factory and shipping carrier, and arrange a new replacement for you.
– Damaged Dolls
You should file a claim with the shipping carrier on receipt of your package if it is severely damaged. A new replacement will be arranged depends on how severe damage it is. For slight damage, we will provide all the necessary kits to help you fix the item.
So you must inspect it from head to toe before using it on receipt of the doll. This is very important. If you have any complaints or dissatisfaction, please feel free to contact us within 24 hours. It is also important to include as much detail as possible including any images and videos, in which case email us at [email protected]. We can then work to resolve the issue.
If the item is damaged due to improper use, you are not eligible for any return or exchange. You must have common sense and take care of the item to avoid any damage to the product.
We appreciate any feedback as well as it can help us work with our manufacturers to avoid a repeat of these issues in the future.
Section3 : What is not covered by our guarantee policy?
– User damage – All of the dolls have been performed a quality check before we ship to you. When you use the doll, please take care. Any suspicious and user-generated damage will not be covered.
– Used Dolls – Any dolls which have been used will not be eligible under the guarantee.
– Skin imperfections – It’s normal that the skin color looks slightly different on computer screens versus the one you receive.
– Finger & Toe Nails – The nails on the dolls may become loose during shipping or afterwhile you receive the package as we just use light glue to make sure nails can be removed by the buyer. If a nail falls off, just use lash & nail glue to re-attach it.
– Loose Eyelash – A protective eye mask (spongy) will be attached to the doll’s face to protect her eyes. Even if the eyelash falls off, you can re-attach it with lash & nail glue by yourself.
– Makeup Difference – We have made our efforts to re-create the makeup made by the photographer in the picture. However, it’s not guaranteed to match 100%. Every doll may differ slightly from the picture. In the rare event, you don’t like it, you can remove the makeup and create makeup as you prefer.
Section4 : How to return your doll?
Please call us via live chat, or send an email to [email protected].