1. Who We Are

This website is owned and operated by Leeloo Dolls Ltd. (“we”, “us”, “our”). Company details are provided at the end of this document.

2. What These Terms Cover

These Terms & Conditions apply to all purchases of goods made through this website. They govern the sale of made-to-order dolls, accessories, delivery, cancellations, refunds, and your legal rights.

Website usage rules are governed separately under our Website Terms of Use.

3. Eligibility to Purchase

You must be at least 18 years old to place an order. By purchasing, you confirm that you are legally permitted to buy, possess, and import adult products in your country of residence.

We reserve the right to cancel any order if we reasonably believe the buyer is under 18 or if supplying the goods would breach local laws.

4. Policy Priority & Changes

These Terms & Conditions may be updated at any time without notice and apply to all purchases made after the effective date shown below.

If there is any conflict between these Terms & Conditions and any other policy on our website, the most specific policy applies. Our Returns & Refunds Policy governs cancellations, refunds, replacements, and warranty exclusions.

5. Contract Formation

By placing an order and completing payment, you confirm acceptance of these Terms & Conditions.

A legally binding contract is formed once payment is received and your order enters processing. Made-to-order production may begin shortly thereafter.

We reserve the right to refuse or cancel any order prior to production if necessary, in which case a refund will be issued.

6. Payment

Full payment is required in advance. We accept major debit and credit cards, PayPal, Klarna, and other payment providers as displayed at checkout.

You agree to be bound by the terms of any third-party payment provider you use. We are not responsible for their decisions or actions.

7. Pricing & Errors

Prices are displayed inclusive or exclusive of VAT depending on destination. Delivery charges are shown separately.

If a pricing or technical error occurs, we reserve the right to cancel the order or offer you the option to proceed at the correct price.

8. Made-to-Order & Customisation

All dolls are made-to-order and manufactured according to your selected specifications.

Before dispatch, we provide factory photos of your completed doll for review. Approval confirms that the product matches your specifications.

If no response is received within seven (7) days, we will verify compliance with the order and ship the product.

Minor change requests may be accommodated at our discretion. Major changes may incur additional costs or be declined once production has begun.

You accept responsibility for all design and customisation choices. We do not offer refunds or replacements based on dissatisfaction with personal customisation decisions where the product matches the agreed specification.

9. Delivery

Delivery is complete when the goods are delivered to the address provided. Orders may be shipped in multiple packages.

Delivery times are estimates only and are not a binding term of the contract. Delays may occur due to factors beyond our control.

Tracking updates may not appear until the shipment reaches the destination country. This does not indicate non-dispatch.

You are responsible for being available for delivery and for liaising with couriers after failed delivery attempts.

10. Product Appearance & Manufacturing Tolerances

All dolls are handmade. Minor variations and cosmetic imperfections are normal and are not considered defects.

• mould seam lines or injection marks
• minor surface variations or colour differences
• loose nails or eyelashes (reattachable)
• minor makeup inconsistencies

Professional photos on our website are illustrative. Lighting, styling, and camera equipment may affect appearance.

11. Returns, Cancellations & Refunds

Our Returns & Refunds Policy applies in full. Key points include:

• Full refund available within 24 hours if production has not started
• After 24 hours, cancellation may incur a 30% production fee
• No refunds after shipment except for confirmed defect, damage, or error
• Damage must be reported within 48 hours with photo/video evidence

Made-to-order goods are excluded from the statutory 14-day cooling-off right under UK and EU law.

12. Chargebacks & Payment Disputes

Initiating a chargeback while retaining the goods constitutes unlawful behaviour. Any dispute must be raised with us first.

For made-to-order goods that match the agreed specification, chargebacks on the basis of dissatisfaction or “not as described” will be contested.

We reserve the right to pursue recovery of goods, costs, and losses arising from unjustified chargebacks.

13. Liability & Legal Rights

Nothing in these terms limits liability for death, personal injury, fraud, or rights that cannot be excluded by law.

Our total liability is limited to the price paid for the goods. We are not liable for indirect or consequential losses.

These terms do not affect your statutory consumer rights.

14. Force Majeure

We are not liable for delays or failures caused by events beyond our reasonable control, including pandemics, natural disasters, strikes, or logistics disruptions.

15. Governing Law & Jurisdiction

These Terms & Conditions are governed by English law. Consumers may bring proceedings in England & Wales or their country of residence where applicable.