Returns & Refund

 Warranty:

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 7 natural days of product delivery.

Damage result from the improper use of the product or mishandling by the customers will not be covered by the Product Warranty.

Cancellations

For Regular Orders:
- A full refund will be granted for cancellations within 2 hours after ordering, excluding credit card processing fees.
- An 80% refund will be provided for cancellations within 6 hours after ordering, excluding credit card processing fees.
- A 60% refund will be given for cancellations made within 6 to 24 hours after ordering, excluding credit card processing fees.
- Orders older than 24 hours are non-refundable.
(* Please note that refunds typically take 3-10 business days to be processed and returned to your account. The exact timing depends on your bank.)

For Customized Orders:
- All dolls that are remodeled and customized according to customer requirements are non-cancellable.

Returns or Exchange:

  1. Due to nature of products sold, all sales are final. We DON'T accept returns or exchange for any reasons. 
  2. If you find any defects in the products you receive, please tell us immediately, with photos or video taken on the products and on the packaging for further investigation. All defects MUST BE reported  no later than 7 natural days after you receive the products. Fail to do so may result in denial of request . 
  3. We will only exchange ordered products if defects are caused by us or the supplier of the products. NO EXCHANGE will be given if defects are caused by improper use or mishandling by the customer(s).  

Refund:

Refund can only be made if we haven't processed your order yet. If we have already started the work, NO REFUND will be given. However, if for exceptional cases, we accept refund, there will be 50% of restocking fees charged to your original payment. The remaining balance will then send back to your original payment account in no later than 7 business days (Monday - Friday： 09:00 - 18:30 UTC +8)  

Definitions of Defects & Damages

  1. All products sold on our website is 100% new and genuine. They are free of defects and damages. However, there are certain conditions that do NOT  see as defects nor damages (such conditions will NOT entitled for refund nor exchange) 
    1. eye lashes, finger or toe nails come off. 
    2.  make up does not seem to be the same as shown on the pictures
    3. minor variants shown on skins, e.g seam lines, very small dots on skins and etc which are considered normal due to manufacturing process. 
  2. For case (1a) above, it is easily fixed by using a product specific glue, which you can buy it on our website. 
    1. All make-ups applied are hand-made and may have slight variations when compared to those shown on the product photos. It is completely natural, and we will try our best to show you the ordered photo shots before it is shipped.

    Long Shipping Delay:

    1. For standard shipping, it generally will arrive in 40 - 50 days in the U.S. but due to uncertain conditions (such as pandemic, custom clearance, transportation delays and etc), the package may be arrived in more than 50 days. For such circumstances, we suggest you to wait for logistic system updates, or contact us for further assistance. 
    2.   For express shipping, in most cases will arrive in 10-14 days and mainly shipped by couriers such as UPS and/or Fedex. You can track their shipping progress easily at 17track.net.

    I Do Not Receive the Products But Shipping Status Said "Received by Customer" 

    1. We recommend customers to buy insurance for standard shipping, as you will be covered if products is/are lost in transit or stolen (taken) by someone else. The insurance will be covered product costs up to US $2000. We will help you to file a claim if this happened. Kindly speak to our customer service team for further help.   
    2. For express shipping, the insurance is already covered and it will directly ship to your hand.