After-Sales Policy
We stand behind every order. If something is not right when your doll arrives, this page explains exactly what to do and what we will send to make it right. Please read it before contacting us — it will help us resolve your case as quickly as possible.
1. On Delivery
1.1 Package visibly damaged on arrival
If the outer package shows signs of damage upon delivery, we generally recommend accepting the package. In most cases, damage to the external carton does not mean that the doll inside is damaged, as the dolls are protected with multiple layers of packaging.
After receiving your package, please film a continuous unboxing video from the moment you open the carton until the doll and accessories have been fully checked. This video allows us to verify whether anything is missing or damaged and helps determine whether any issue occurred during shipping.
If you notice any damage to the doll or missing items during the unboxing, please contact us right away and send us the video and clear photos so we can review the case properly.
1.2 Always film an unboxing video
Upon receiving your package, we kindly ask you to film a continuous unboxing video of the doll and verify that nothing is missing or damaged. This video is your proof — without it, we have no way of determining whether damage occurred during shipping or at a later stage, which directly affects your case.
Damage can also result from mishandling after delivery — leaving the doll exposed to heat, keeping it in an incorrect position for an extended period, or dressing it in colourful garments that stain the TPE. An unboxing video protects both parties.
2. Damage Discovered After Unboxing
If you notice that your doll is damaged or some parts are missing after opening, file a claim with the carrier immediately and share the case number with us within 48 hours of receipt. We will take care of the remaining steps for you.
3. While Your Claim Is Being Reviewed
To remain eligible for a replacement or return, please follow these rules while your case is open:
- Do not use the doll in any way — do not clean it, powder it, oil it, or stain it.
- Do not have any sexual contact with the doll, torso, or toy.
- Leave the doll in its original packaging and do not discard it.
- If the original packaging has already been discarded and a return is required, you will need to provide alternative packaging that offers equivalent protection.
For sanitary reasons, we only replace unused dolls. If a return is required, the doll must be sent back within 14 days of receipt.
4. Resolution
Once your case is reviewed, we will send one of the following depending on the nature and severity of the damage:
- Full replacement — a new doll sent to you at no extra cost. Return shipping is fully covered by us for all approved cases.
- Replacement parts — individual components shipped where the damage is localised.
- Repair kit — for damage deemed reparable, we will send the necessary materials along with step-by-step repair videos. In most cases the repair is expected to be performed by the client.
If the damage is deemed reparable, only a repair solution will be offered.
5. Missing Items
If an accessory, option, or feature is missing from your order — for example a wig, eye colour, or any included item — please contact us with your unboxing video as evidence within 48 hours of receipt. We will arrange for the missing item to be sent to you.
6. Lost or Undelivered Package
6.1 Package shows as delivered but not received
If your tracking shows the package as delivered but you have not received it, please take the following steps:
- Check with neighbours and any safe drop locations around your property.
- Contact the carrier (UPS / FedEx / DHL) directly to file a missing package claim and obtain a case reference number.
- Send us the case reference number at [email protected] as soon as possible.
We will work with the carrier on your behalf and keep you updated throughout the process. Once the investigation is complete, we will arrange an appropriate resolution.
6.2 No movement on tracking
If your tracking has not updated for an unusually long period, please contact us at [email protected] with your order number. Tracking can stall for a number of reasons including customs clearance, carrier delays, or a scanning issue. We will investigate with the carrier and provide you with an update as quickly as possible.
7. Contact Us
If something is not right with your order, reach out to us as soon as possible and no later than 48 hours after delivery. The sooner you contact us, the faster we can act.
For related information, see our Buyer Guarantee, Shipping Policy, and FAQ.