Pre-made goods:

Applies to Stock Dolls and Accessories only.

If your goods have not been opened or unsealed, you are entitled to cancel your contract within 14 days of delivery.

To cancel, you must send a clear written request within 14 days of receiving your goods.

You are responsible for all return shipping costs and must return the goods at your expense within 14 days, in a new and unused condition.

We will refund the full amount paid (less any deductions for damage, handling, or actual loss caused by cancellation) within 14 days of receiving the returned goods.

If the goods have been opened or unsealed, you lose the right to cancel.

 

Made-to-order goods:

Applies to all products excluding stock dolls and accessories.

All dolls, torsos, toys, and doll parts are made-to-order, even if no personalized or custom options are selected.

  • Cancellations within 48 Hours:
    You may cancel your order within 48 hours of purchase. A $400 USD cancellation fee will apply, which will be issued as store credit valid for 12 months. This credit can be used toward a future doll purchase, ensuring you do not lose any money if you choose to reorder later.

  • Cancellations after 48 Hours:
    Orders canceled after 48 hours are no longer eligible for a full refund. You may forfeit your order, but only shipping fees will be refunded. Shipping fees are estimated at approximately $350 USD, depending on your location and the shipping service selected.

Why we can't offer refunds after 48 hours - Production begins within 48 hours of your purchase. Once production has started, materials are allocated and production costs are incurred, making refunds no longer possible. Please carefully review your order before completing your purchase.

 

Damaged Goods:

As a consumer, you have certain legal rights if you receive goods that are damaged.
We strongly recommend taking videos and photos of the box exterior before opening it if you notice any damage. Videos, photos, and evidence of the damage will be required when submitting a claim or damage report. If you would like to report a damaged item, please contact us through our Damage Report Form

Please be aware, our products are made by hand and minor imperfections are not considered damage. If your product has minor imperfections, this is not a breach of contract. Please see Section 11 in our Terms & Conditions for more information on minor imperfections.

 

Changes to our policy:

This policy supersedes all prior policies or conflicting information that may still be present on our website including any writings, communication, transcripts or agreements with our support staff with respect to the subject matter hereof. All such other policies, writings or agreements will have no further force or effect. 

We reserve the right to change this policy at any time without notice. This policy came into effect on the date published at the bottom of this document and applies to all purchases, agreements and contracts from the effective date onwards. Please contact our support staff if you would like to view our previous returns & refunds policy.