We are committed to offering a transparent and professional post-sale experience. For all purchases made through our platform, we provide clear guidelines regarding cancellations, returns, and refunds. These policies are designed to ensure that our customers receive products that meet their expectations, while also respecting the nature of customized and intimate goods.
Cancellation of Orders
Customers are encouraged to carefully review all product specifications and customization options prior to placing an order. As our dolls are custom-made and production begins shortly after payment, cancellations are only accepted within specific time frames. Orders canceled within 4 hours of payment will be refunded in full. If cancellation occurs within 8 hours, a 5% handling fee will be deducted. Cancellations made within 24 hours are eligible for an 80% refund. Once 24 hours have passed, or if production has started, the order is considered final and cannot be canceled.
For in-stock items, processing typically begins immediately. Therefore, if the product has already been dispatched at the time of cancellation, we will deduct all non-recoverable costs, including shipping, labor, and packaging, from the refund. If an in-stock product turns out to be unavailable after purchase, we will offer the customer the choice between a full refund or a replacement product of equivalent value, with appropriate price adjustments if necessary.
Returns and Replacements
Upon receiving the order, customers must inspect the product carefully. In case of any issues, we request that you notify us within 24 hours of delivery. We strongly recommend filming the unboxing process, as this can be critical in helping us assess and resolve any discrepancies. If the product received does not match the order, or if it is damaged during shipment, we will arrange for the return shipment using our designated courier. Once the product is received at our warehouse, we will proceed with either a replacement or refund, depending on the customer’s preference.
If a return is requested due to an error not attributable to us—such as a mistaken purchase, change of mind, or any other personal reason—the customer will be responsible for organizing and covering the return shipment. In such cases, the returned item must be properly packaged to ensure its protection during transport. Refunds for discretionary returns may take longer to process and will be reduced by all non-recoverable expenses, including outbound shipping, transaction fees (credit card, PayPal, or installment services), packaging materials, and shipment insurance costs.
We emphasize that our listings are designed to be detailed and transparent in order to support informed purchasing decisions. For this reason, we advise all customers to thoroughly review product specifications before completing their purchase. In cases of returns, the item must remain in unused condition, with all hygiene seals intact and the product free from any signs of use, handling, or tampering.
Refund Processing
Once the returned item has been received and inspected at our warehouse, or a cancellation has been approved, we will process the refund or replacement within three business days. The refund will be credited to the original method of payment. Processing times may vary depending on the payment provider. If the refund has not been received within the expected time frame, customers are advised to contact us for a refund reference number, which can be used when speaking with the payment institution.
We remind all customers that disputes or chargebacks should be used only as a last resort. We are always available to assist and resolve issues directly. Contacting us first ensures a faster and more efficient resolution and avoids unnecessary administrative complications.
For any further information regarding returns, replacements, or warranty terms, we invite you to contact our support team or consult our terms and conditions page.