Returns & Refunds

This Returns & Refunds Policy explains the terms under which cancellations, refunds, replacements, and returns are handled. Please read it carefully before placing an order.

Due to the custom-built nature of our products, different rules apply depending on the type of product purchased.

1. Product Categories Covered by This Policy

Made-to-Order Goods

This includes all custom dolls and any dolls manufactured specifically for a customer, regardless of whether personalised options were selected.

Each doll is produced individually according to an agreed Technical Specification and is therefore considered a made-to-order product.

Stock / Ready-to-Ship Items & Accessories

Where applicable, this category includes items that are not custom manufactured (such as accessories or ready-made stock items).

2. Order Processing & Production

Order processing begins promptly after payment is received.

Production is considered to have started once materials are allocated and manufacturing steps have begun at the factory.
Because our products are custom-built, production costs are incurred shortly after payment.

3. Cancellations & Refunds — Made-to-Order Goods

Cancellation Within 24 Hours of Payment

You may cancel your order within 24 hours of payment for a full refund, provided production has not yet begun.

To cancel, please contact us via our Contact page and include your order number.

Cancellation After 24 Hours and Before Shipment

If cancellation is requested after 24 hours, production may already be underway.

• Cancellation may still be possible at our discretion

• A 30% production fee will be deducted from the refund to cover factory penalties and incurred costs

Cancellation After Shipment

Once the doll has been shipped, cancellation is no longer possible, except in the following confirmed cases:

• Manufacturing defect (excluding non-refundable warranty items listed below)

• Severe transportation damage

• Order discrepancy (wrong doll, wrong head, or missing declared options/modifications)

Important Notice on Custom Products

Because all dolls are made to order according to customer specifications, we do not accept returns or offer refunds where no fault or issue is present.

Under UK and EU consumer law, the right to cancel does not apply to goods that are made to the consumer’s specifications or clearly personalised.

4. If the Doll Does Not Match the Agreed Specifications

Each order is created based on a detailed Technical Specification agreed with the customer.

Before dispatch, we:

• Inspect the doll thoroughly

• Verify all specifications and enhancements

• Provide pre-shipment photographs for review

If, despite this process, the delivered doll does not match the agreed Technical Specification, please contact us immediately and we will resolve the issue.

5. Damaged Goods & Shipping Issues

Damage during delivery is extremely rare, but all shipments are fully insured for 100% of the doll’s value.

If your doll arrives damaged, we guarantee that you will receive a flawless replacement.

Inspection & Reporting Requirements

Upon delivery, customers must inspect the shipment carefully.

We strongly recommend the following:

1. Photograph the exterior of the shipping box upon delivery, especially if visible damage is present

2. Carefully unpack and inspect the doll from all angles

3. Check the surface material for damage

4. Gently flex limbs and joints to ensure proper function

Any damage or defect must be reported within 48 hours of delivery, supported by clear photographs and/or video evidence.
Claims submitted outside this timeframe may not be eligible for replacement or refund.

6. Non-Refundable Warranty Items

The following are not considered defects and are not eligible for refund or replacement:

• Skin
  Minor surface variations, injection marks, or mould seam lines that occur naturally during manufacturing

• Fingernails & Toenails
  Nails may occasionally loosen during transit and can be easily reattached using the supplied glue

• Eyelashes
  Eyelashes may detach during shipping and can be reattached using standard eyelash glue

• Makeup
  Makeup is applied by hand and may vary slightly. Pre-shipment photos are provided for approval, and any concerns should be raised before dispatch

• Damage caused by misuse or improper handling, including but not limited to limb overstretching or tearing

7. Other Exclusions from Refunds & Returns

Refunds or returns will not be accepted where:

• Proof of purchase cannot be provided

• The product is returned without full original packaging and contents

• Damage is determined to be caused by customer negligence or mishandling

8. Returns Process

If a return or replacement is approved:

• We will arrange courier collection or provide drop-off instructions, depending on location

• The product must be securely packaged and ready for shipment

• All provided shipping labels must be used

You agree to take reasonable care of the product from delivery until it is returned.

9. Refund Processing Time

Approved refunds will be processed as follows:

• Order cancelled before delivery: within 14 days of cancellation confirmation

• Returned product: within 14 days of receiving the returned item or proof of return

Refunds will be issued to the original payment method used at checkout.

10. Store Credit (Discretionary)

In certain cases, and at our discretion, we may offer store credit toward a future purchase instead of a monetary refund. Store credit terms will be communicated individually where applicable.

11. Policy Supremacy & Changes

This Returns & Refunds Policy supersedes all previous policies, website content, emails, live chat communications, or verbal statements made by our staff regarding cancellations, returns, or refunds.

We reserve the right to update or modify this policy at any time.
The version published on our website at the time of purchase applies to your order.