Help Center

After payment and all options are confirmed, allow 1–2 business days for order review and scheduling. The production period starts when manufacturing actually begins.

Standard TPE: 10–15 business days. Standard silicone: 15–25 business days. Special customization: 25–40 business days.

No. Business days are Monday to Friday, excluding factory public holidays.

No. Options must be confirmed and the order scheduled first; a start within 24 hours is not guaranteed.

Normal quality inspection, photographs and packaging are included. After completion and your approval of any required photos, allow 1–3 business days for handover to the carrier. Time spent waiting for your reply is additional.

Additional hand-rooted hair or complex makeup adds 5–10 business days. This is not added again if already included in the special-customization production period.

We notify you within 1 business day after confirming a delay and aim to provide a revised estimated dispatch date within 2 business days.

Within 1–3 business days after actual handover to the carrier. International express tracking usually shows activity within 24–72 hours after the tracking number is issued. Dedicated-route final-mile tracking may update only after arrival in the destination country.

Standard tax-inclusive routes to the contiguous United States and European Union: approximately 15–25 business days. Standard international routes to the United Kingdom, Canada, Australia, Switzerland and Norway: approximately 10–20 business days.

Ask us about international express service, estimated at 7–15 business days. Cost and tax coverage must be confirmed before payment.

FedEx, UPS or another carrier confirmed for your order. Carrier details are included in the dispatch notice.

When the carrier physically receives the parcel. Creating a shipping label does not mean the order has been dispatched.

It includes normal transit, routine customs handling and final delivery. Customs inspections, requests for documents and other exceptional waits can extend the estimate.

Allow an additional 5–10 business days, subject to your address and logistics conditions. This is not a maximum limit for exceptional delays.

On standard tax-inclusive routes, allow approximately 6–9 weeks for standard TPE, 7–11 weeks for standard silicone, or 9–14 weeks for special customization. Additional options, time awaiting your confirmation and exceptional delays are extra.

Contact us if there has been no clear progress for more than 10 business days. We will help investigate.

Use the dispatch region shown on the product page and confirmed for your order. Products without an overseas-warehouse designation are not promised overseas-warehouse dispatch.

Within 1–3 business days after payment and stock confirmation.

Regular addresses in the contiguous United States: approximately 3–7 business days after dispatch, or approximately 4–10 business days in total.

Addresses within warehouse coverage: approximately 5–10 business days after dispatch, or approximately 6–13 business days in total.

No. Estimates exclude weekends and public holidays at the warehouse location.

US warehouses deliver only to the contiguous United States, excluding Alaska, Hawaii, Puerto Rico, Guam and other overseas or island addresses. EU warehouses deliver only to covered European Union countries, not to non-EU countries.

Yes. We normally verify actual availability within 1 business day.

We contact you to choose waiting, another model or a full refund. We do not switch your order to made-to-order without your agreement.

Stock items are sold in their existing configuration and cannot be modified. Changes requiring remanufacture need your agreement to a made-to-order order and a newly confirmed production schedule.

Overseas stock is already in the local warehouse. Incoming stock has not arrived there yet. China stock does not need production but still requires international shipping.

Standard shipping includes basic shipping to regular addresses. Remote addresses, special delivery and express service are quoted separately before payment.

Orders explicitly using a standard tax-inclusive route include applicable import duties, import taxes and standard customs-clearance charges. For EU destinations, this includes applicable import VAT.

Standard non-tax-inclusive routes exclude destination import taxes and customs service charges. If assessed and not collected in advance, these are payable by the recipient.

Provide identity or order documents as requested and pay relevant charges arising under the selected non-tax-inclusive service. We assist with order documentation.

Local delivery within warehouse coverage does not incur an additional import-clearance charge for that delivery. Any sales tax or VAT collected at checkout is listed separately.

Remote-area service, address changes or repeated delivery attempts can incur charges. Charges known in advance are explained before payment; later charges are checked against the circumstances and responsibility.

No. For non-tax-inclusive orders, the destination's actual assessment applies. We do not use a universal import-tax estimate.

Use the cost breakdown confirmed before payment. An all-inclusive statement applies only to orders for which all relevant charges have been confirmed as included.

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.

We do not accept returns for non-quality reasons. Applicable statutory rights are unaffected.

Where a non-quality return is applicable, the customer pays outbound and return shipping 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.

Yes. You may cancel before production begins; transaction processing fees are payable by the customer.

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.

Returned goods are normally inspected within 3 business days of receipt. Once approved, a refund is initiated to the original payment method within 3 business days; any earlier applicable statutory deadline takes priority. Receipt normally takes a further 5–10 business days, depending on the payment provider.