Shipping and Returns
180 day Money-back guarantee
If buying using PayPal, you are automatically eligible for 180 day PayPal Money-back guarantee. This guarantee entitles you to a full refund if you don’t receive your doll or if she arrives not as in the factory pictures that we will share with you after the doll is made.
We also offer:
- Free shipping worldwide by FedEx or UPS.
- We ship the doll only after the customer approves photos of his doll from the factory.
- When the doll is shipped, we will provide her tracking code in the next 3 days.
- All packaging is discreet, there are no labels, markings or logos.
- Shipments are shipped directly to the doorstep or, if needed, to the local FedEx/UPS facility that is closest to you.
Import taxes and duties
Prices you see on the website include import duties, taxes and VAT for all of the countries (excluding: Sweden, Norway, Switzerland, Malta, Canada, Australia, New Zealand). Import taxes for the excluded countries usually amount to anywhere from $100-$200. If your country is excluded from the prepaid tax service, we will go out of our way to assist with the customs clearance procedure so that the process is as easy as possible.
Discreet Shipping
If you don’t want to receive the order at home, we can send it to FedEx store (US only) or DHL store (rest of the world) and you can pick up the package there. Photo ID and signature will be required to retrieve the package.
Order cancellations
Customers may cancel their orders within 72 hours of placing it. If you want to cancel you order, please contact us at [email protected]
Returns
Every manufactured doll is thoroughly inspected and tested before leaving the factory. Product quality is extremely important to us. Upon initial receipt of the doll, if a defect or damage is detected, please contact us immediately at [email protected].
If the doll arrives defective and you require a full refund, the doll has to be unused. In case of a return, the customer will have to bear the costs of shipping it back to the factory. Please check our Purchase Guarantee page for more details.
If the doll arrives defective, to avoid large shipping costs, we’re able to offer repair kits to repair the damage caused by shipping if it’s something minor, we are also able to issue a partial refund (depending on the severity of the damage/defect). If a partial refund is accepted, the product can stay with the buyer. If a full refund is requested, the doll has to be shipped back to the factory.
Shipping timetable
| Continent | Shipping time |
|---|---|
| Europe | ~30 days |
| North America | ~10-14 days |
| Australia/New Zealand | ~10-14 days |
| Asia/Russia | ~25 days |
If you have any questions, please check out our Help Center. In addition, you can talk to us using the live chat widget on the bottom right of the website.