Delivery Policy
DISCREET PACKAGING
The doll will be packed in a tight, sturdy, moisture-proof carton, and there will be no information indicating that it is a doll. Please note that customs agents may open your doll box for inspection and determine the import tax for overseas customers.
FREE SHIPPING
We provide free and discreet delivery service, mainly to North America, Europe, and Asia. However, due to import laws and regulations and certain restrictions, we will not ship to the following destinations: Islamic countries, Thailand, Malaysia, India, Indonesia, Africa, Brazil or Mexico.
CUSTOMS TAXES
For packages sent to North America and Asia, we usually include tax in the postage. So for most cases, you no need to pay tax.
For parcels sent to Europe, customers generally need to cooperate with customs clearance and pay taxes independently.
SHIPPING & DELIVERY TIME
For customized dolls, it normally takes 1-2 weeks from the date of order for your doll to be manufactured and shipped. For dolls in stock, shipping normally takes 6-10 days. There may be exceptions.
Before sending the parcel, we will take photos to confirm the completeness and correctness of the product with the user. We will only ship the product after the user confirms approval. A parcel tracking number will be provided within 1-2 working days of approval being received.
Our goal is to ship all products as soon as possible so that you can enjoy your new doll. However, please note that even if your dolls is pre-configured, it will take some time to complete your order.
Refund Policy
1. For orders that have not been expressly arranged after payment, if you apply to cancel the order and request a refund within 24 hours after payment, a full refund can be made within 5 days.
2. For orders that have been paid for more than 24 hours, if you request to cancel the order and request a refund, a 20% handling fee will be deducted.
3. Due to the nature of our products, we do not accept returns of opened items.
4. For orders that customers reject the packages when delivering or on the way, the customers should pay for the shipping fee. The shipping fee will be deducted from the total payment amount, and the rest amount will be refunded to the customers.
Additional Info
Defective items -
If the outer box or outer package comes with badly damaged when delivered, please refuse to accept it and ask for compensation from the courier company.
If the doll is defective, please contact us within 3 days of delivery including the pictures or videos of the defective part. According to your problem, we will provide one of the solutions below:
A full product replacement
A door-to-door repair
Free repair tools
A partial refund
Incorrect items
If you find that the product you received is not the one you purchased, please email us with a picture of the doll that you received. We will check the picture against your order to confirm if it is incorrect. If the picture confirms it is the wrong item, we will send a replacement or a full refund at our own expense. You may also keep the incorrect item.
In order to receive a free replacement, you must contact us within 3 days of delivery with proof of the incorrect item. After 3 days, we will not arrange a replacement or refund.