Returns & Refunds Policy

We recommend a basic inspection within 24 hours of delivery. If the outer carton is visibly damaged, photograph it at the delivery location.

We recommend contacting us within 24 hours of delivery so that we can investigate promptly.

Your order number, a description of the issue, relevant photographs and the doll's quality certificate. For transit damage, include carton and shipping-label photographs. For functional issues, include any necessary video.

Yes. An unboxing video helps investigation and can make resolution faster, but it is not required to request after-sales help.

If there is an issue, keep the packaging and accessories wherever possible until the case is resolved.

Contact us as soon as you discover it. Warranty and applicable rights are considered separately; the recommended unboxing reporting time is not applied as a deadline for these cases.

We aim to make an initial response within 1 business day and provide a preliminary solution within 3 business days after receiving complete information. For complex cases, we provide an update every 5 business days.

Use the Contact Us form on this website and include your order number and a description of the issue.

After verification, we offer replacement parts, repair, replacement or a refund according to the issue.

We coordinate the investigation with the carrier. Confirmed loss is resolved with replacement or a refund; damage is remedied according to the circumstances.

After a quality issue, incorrect item or missing part is confirmed, we cover reasonable remedial costs. Cancellation processing fees do not apply.

Contact support for an agreed solution first. If a return is required, we provide the appropriate return address and instructions.

For UK consumer orders eligible for statutory cancellation, tell us within 14 days after delivery and return the goods within a further 14 days. Exceptions may apply to genuinely personalised goods and goods supplied sealed for health or hygiene reasons once that seal is broken. A product is not exempt merely because it is sold on this website. Outside applicable statutory rights, we do not offer an additional change-of-mind returns scheme.

For an eligible UK statutory cancellation, we refund the basic standard outbound delivery cost. You pay the direct return shipping cost where this responsibility was disclosed before purchase. For other agreed non-quality returns, applicable law and the terms disclosed before purchase determine the costs.

Products genuinely made to personal requirements do not have an additional change-of-mind return arrangement. Quality remedies and applicable statutory rights are unaffected.

Contact us promptly to cancel before production begins. No transaction-processing fee is deducted where a statutory cancellation right applies. For voluntary cancellation outside statutory rights, only lawful costs disclosed before purchase may apply.

For genuinely personalized orders, where permitted, deductions reflect actual, non-recoverable and explainable production costs already incurred. The maximum is 20% of the amount paid for the goods during production, or 50% after completion. The maximum is not charged automatically.

The actual amount paid for the goods, excluding separately listed shipping and taxes. Unincurred shipping charges and refundable taxes are returned. The same cost is not deducted twice.

No. The voluntary-cancellation cost rules do not apply to these problems.

No. Any charges depend on the actual reason, responsibility and actual costs that may be charged.

In-stock replacements or parts are handed to the carrier within 3 business days after the solution is agreed and necessary checks are complete. Items requiring remanufacture follow the applicable production period.

We normally inspect returned goods within 3 business days and initiate an approved refund to the original payment method within a further 3 business days. Any earlier statutory deadline takes priority. For eligible UK statutory cancellations, reimbursement is made without undue delay and within the applicable 14-day deadline; we may withhold reimbursement until the goods are received or evidence of return is supplied, whichever is earlier. Payment-provider processing can take a further 5–10 business days.