Refund & Return Policy

1. Made to order

Every doll is custom-manufactured according to the configuration you choose (material, height, hairstyle, upgrades). For hygiene reasons, intimate products that have been produced for a specific order cannot be resold, so our return window is necessarily limited. Please review your configuration carefully — we will confirm every option with you before payment.

2. Cancellations and changes

• Within 24 hours of payment and before production starts: free change or full cancellation and refund.
• After production starts: changes may no longer be possible; partial refunds may be negotiated depending on the production stage.
• After shipping: the order can no longer be cancelled or changed.

3. Damaged or defective items

If your doll arrives damaged or defective:

• Record an unboxing video (single continuous take, from sealed carton to contents) and photograph the issue.
• Contact us within 48 hours of delivery with your order number, the video and photos.
• Depending on the issue we will repair it, send replacement parts (e.g. fingers, wigs, accessories), or reship a new unit — always at our cost, including shipping.

Natural characteristics of handmade products — the hand-measured height tolerance of ±2cm, slight color shade differences, minor makeup variations and small demolding marks — are normal and not defects.

4. Lost or seized parcels

If tracking shows your parcel lost for more than 30 days, or it is definitively seized by customs, we reship for free or issue a full refund — your choice.

5. Refused delivery

If a parcel is refused or abandoned at your request after it has shipped, shipping costs and any return fees are deducted from your refund.

6. Refund processing

Approved refunds are returned to your original payment method within 5–10 business days. Timing depends on your payment provider.

7. How to claim

Contact us through the options on our Contact page with your order number and evidence (video/photos). We respond within one business day.