Return & Refund

REFUND POLICY

  1. 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 can be made within 5 days.
  2. For orders that have been paid for more than 6 hours but not shipped, if you request to cancel the order and request a refund, a 20% handling fee will be deducted. 

  3. For all customization orders, please note that we do not accept cancellations or refunds once production has begun.

  4. For orders that the customers reject the packages when delivering or request to cancel the order when the item is shipped, the customers should pay for the shipping fee and 20% handling fee. The shipping fee and 20% handling fee will be deducted from the total payment amount, and the rest amount will be refunded to the customers.
  5. Due to the nature of our products, we do not accept returns of opened items. 
  6. For orders that are returned by the logistics company (UPS/FedEx) due to the wrong address offered by the customer or other problems as below, the customer should pay the round-trip shipping fee and 20% handling fee. And the shipping fee and 20% handling fee will be deducted from the total payment, and the remaining amount will be refunded to the customer. For example:   
    • The package is rejected by the customer;
    • The package cannot be delivered due to the wrong address the customer offers;
    • The package is returned by UPS/FedEx Express because the customer doesn't pick it up from the Express pick-up point on time.

RETURNS POLICY

Defective items 

If the outer box or outer package comes with badly damaged when delivered, please refuse to accept it and ask for compensation from the courier company.

If the doll is defective, please contact us within 3 days of delivery including the pictures or videos of the defective part. According to your problem, we will provide one of the solutions below:

  1. A full product replacement
  2. A door-to-door repair
  3. Free repair tools
  4. A partial refund

Incorrect items

If you find that the product you received is not the one you purchased, please email us with a picture of the doll that you received. We will check the picture against your order to confirm if it is incorrect. If the picture confirms it is the wrong item, we will send a replacement or a full refund at our own expense. You may also keep the incorrect item.

In order to receive a free replacement, you must contact us within 3 days of delivery with proof of the incorrect item. After 3 days, we will not arrange a replacement or refund.