Need help with an order? Use our Contact Us form. Delivery times are estimates; business days exclude weekends and relevant public holidays.
Arrival checks and reporting an issue
When should I inspect my order?
We recommend a basic inspection within 24 hours of delivery. If the outer carton is visibly damaged, photograph it at the delivery location.
When should I report damage, an incorrect item or missing parts?
We recommend contacting us within 24 hours of delivery so that we can investigate promptly.
What information should I provide?
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.
Can I request help without an unboxing video?
Yes. An unboxing video helps investigation and can make resolution faster, but it is not required to request after-sales help.
How long should I keep the packaging?
If there is an issue, keep the packaging and accessories wherever possible until the case is resolved.
What if I discover a manufacturing defect later?
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.
When will support respond?
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.
How do I contact after-sales support?
Use the Contact Us form on this website and include your order number and a description of the issue.
Returns, cancellations, refunds and warranty
How are incorrect items, missing parts and quality issues handled?
After verification, we offer replacement parts, repair, replacement or a refund according to the issue.
What happens if a shipment is lost or damaged?
We coordinate the investigation with the carrier. Confirmed loss is resolved with replacement or a refund; damage is remedied according to the circumstances.
Who pays to resolve a quality issue?
After a quality issue, incorrect item or missing part is confirmed, we cover reasonable remedial costs. Cancellation processing fees do not apply.
Must I return the item first?
Contact support for an agreed solution first. If a return is required, we provide the appropriate return address and instructions.
Can I return unused stock because I do not like it?
Our change-of-mind return policy applies to customers in all countries we ship to: notify us within 14 days after delivery and send the goods back within a further 14 days. Genuinely personalised goods and goods supplied sealed for health or hygiene reasons after that seal is broken are excluded from this change-of-mind policy. These exclusions do not remove remedies for faulty or incorrect goods or any mandatory consumer rights.
Who pays shipping for a non-quality return?
For an eligible change-of-mind return in any country we ship to, we refund the price paid for the returned goods and the basic standard outbound delivery cost. You pay the direct return shipping cost where this responsibility was disclosed before purchase. Any additional amount paid for express or upgraded delivery is not refunded under this policy. Mandatory consumer rights take priority.
Can a personalized product be returned because I change my mind?
Products genuinely made to personal requirements do not have an additional change-of-mind return arrangement. Quality remedies and applicable statutory rights are unaffected.
Can I cancel before production begins?
Contact us promptly to cancel before production begins. No transaction-processing fee is deducted for an eligible cancellation under our return policy or applicable statutory rights. For other voluntary cancellations, only lawful costs disclosed before purchase may apply.
What are cancellation charges after production begins?
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.
What is the basis for the 20% or 50% maximum?
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.
Is 50% deducted for a manufacturing defect or incorrect item?
No. The voluntary-cancellation cost rules do not apply to these problems.
Is 50% automatically deducted for refusal or failed delivery?
No. Any charges depend on the actual reason, responsibility and actual costs that may be charged.
When are replacement items or parts sent?
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.
How long does a refund take?
These refund timelines apply in all countries we ship to. We normally inspect returned goods within 3 business days and initiate the refund to the original payment method within a further 3 business days. For eligible change-of-mind cancellations, we reimburse without undue delay and within 14 days after receiving the cancellation notice, but may withhold reimbursement until we receive the goods or evidence that they were sent back, whichever occurs first. Any earlier mandatory legal deadline takes priority. Payment-provider processing can take a further 5–10 business days.