Refund and Return

📋 Terms & Conditions

Cancellation, Refund & Return Policies

💵 ALL PRICES ARE IN USD

Cancellations

⏰ Cancellation within 24 hours

We will refund you as follows:

  • Purchase price
  • Minus 20% processing fee for our work and bank processing fees
  • Minus amount for free outfits + free gift (if already ordered and cannot be cancelled)

📅 Cancellation more than 24 hours after purchase

  • Purchase price
  • Minus 50% of the purchase price
  • Minus ordered outfits if shipped and cannot be cancelled
  • Minus bank processing fees (8%)
⚠️ IMPORTANT: No refund possible once the doll is shipped. Dolls cannot be returned.

🚫 NO CANCELLATION IS POSSIBLE FOR IN-STOCK DOLLS

This applies to IN-STOCK DOLLS or dolls directly delivered (EU/CAN/US)

Note: Under exceptional circumstances, cancellation conditions would be the same as after 24 hours (50% processing fee – bank fees – outfits).

📦 Shipping Information

We dispatch orders within 3 business days. Delivery times are estimates and not guaranteed.

  • Western Canada: ~6 business days
  • Expedited shipping: 2-3 days (additional fee)
  • Alaska/Hawaii: Extra shipping charges apply

🔍 Identification Check Requirements

We run an Identification Check for:

  • All In-Stock/Direct Delivery dolls paid with Credit Card
  • Orders where name and billing address differ from delivery address
  • Orders with addresses in different states

Note: Verified PayPal payments are exempt from ID checks

Refunds & Returns

📹 IMPORTANT: Take a video of the full unboxing!

This is your proof if something is missing or damaged.

✅ We will refund you if…

Your doll gets lost during shipping. Full refund if tracking shows “customs clearance queue” for 60+ days.

Chance of occurrence: 0.1%

🔄 We will send you a new doll if…

You receive a defective doll or wrong product. Must return within 5 days (we cover return shipping).

Chance of occurrence: 0.01%

🔧 We will send you a repair kit if…

The doll’s skin has been damaged during shipping (significant tear).

Chance of occurrence: 5%

📌 Minor damages during shipping

  • Finger or toenails fell off (fix with nail glue)
  • Eyelash fell off (fix with nail glue)
  • Small skin scratches (usually disappear with oiling)
  • Small skin imperfections (especially with soft skin option)

Chance of occurrence: 8%

❌ You are NOT eligible for exchanges/refunds if…

  • Item damaged due to improper use
  • You refused the package upon delivery
  • You haven’t picked up the doll in time from FedEx/UPS facility
  • You just don’t like the doll / owning a doll is not for you

We cannot take any dolls back once shipped.

🎁 EXTRA HEAD – PLEASE NOTE!

You will receive factory pictures for approval before shipping.

Important: The free extra head cannot be changed. It’s offered as a courtesy – we pay for it, so exchanges are not possible if you don’t like it.

📝 Defective Doll Return Process

  1. We arrange a pick-up
  2. You send us the doll (must arrive in perfect condition except for the malfunction)
  3. $200 charge if doll has stains or damages
  4. Once received and verified, we ship you a new doll

💡 Our Commitment

Our goal is your satisfaction. We use common sense and treat you the way we would like to be treated as customers.

Note: We refund the cost of the doll and add-on options. Outfits are not refundable.