Returns & Refunds
Because of the intimate nature of our products, all dolls are made-to-order and cannot be restocked or resold once shipped. For hygiene and safety reasons, we cannot accept returns on opened or used products. This is standard across the industry and required by health regulations.
What We Do Cover
- Damaged on arrival: If your doll arrives damaged, contact us within 48 hours of delivery with photos of the outer packaging and the product. We will offer a repair kit, replacement part, full replacement, or refund depending on the severity.
- Wrong item received: If you received a different model or configuration than ordered, we will correct it at no cost to you.
- Manufacturing defects: Verified defects in materials or workmanship reported within 7 days of delivery are covered by replacement or refund.
Order Cancellation
- Within 24 hours of ordering: full refund.
- After production has started: a partial refund may apply, as materials have been committed to your order. Contact us as soon as possible.
- After shipment: orders can no longer be cancelled.
How to Start a Claim
Email us with your order number, a description of the issue, and clear photos. We respond within 24 hours and resolve most claims within 3 business days.