Returns + Exchanges
We check every product manually before shipment to ensure the item is in perfect condition. However, if the product you have received is damaged or has manufacturing defects, please contact us in time.
- Warranty Procedure
We check every product manually before shipment to ensure the item is in perfect condition. However, if the product you have received is damaged or has manufacturing defects, please follow these steps:
1) Email customer support, providing your name, your order number and an explanation of the problem;
2) Attach evidence (either photographs or videos) showing the described defects;
3) Allow our team to review the problem and provide a suitable solution that is acceptable to you. If the problem was caused by us, or the product has any manufacturing defects please rest assured we will take care of it.
Warranty Claims for manufacturing defects must be made within 30 days of product delivery. Damage resulting from the improper use of the product will not be covered by the Product Warranty.
- Refund Instructions
For orders that have not been expressly arranged after payment, if you apply to cancel the order and request a refund within 6 hours after payment, a (full refund) 4.6% handling fee by PayPal and a 2% handling fee by Shopify will both be deducted, please understand it!
For orders that have been paid for more than 6 hours, if you request to cancel the order and request a refund, a 20% handling fee will be deducted, and for more than 24 hours, a 50% handling fee will be deducted. Please be clear.
Due to the nature of our products, we do not accept returns of opened items.
For orders that customers reject the packages when delivering or on the way, the customers should pay for the shipping fee. The shipping fee will be deducted from the total payment amount, and the rest of the amount will be refunded to the customers.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, please contact us at firstname.lastname@example.org. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
- Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
- Refund Period
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If yes, you’ll get the payment once made by your bank.
- More Details
1. We cannot replace the product if it is damaged by yourself. However, we can supply instructional videos and tools for you on how to repair it.
2. Customers are responsible for the cost of return.
3. We can’t accept custom or personalized made dolls for returning.