Table of Contents

  1. Order Cancellation
  2. Eligible Return Situations
  3. Inspection & Reporting
  4. Refund Exclusions
  5. Refund & Replacement Process
  6. Contact Us

1. Order Cancellation

Before Shipping

Custom Dolls (Not in Production):

Cancel within 8 hours of ordering → partial refund (minus payment fees).
Cancel within 24 hours of ordering → partial refund (minus payment fees).

Custom Dolls in Production:

Once production begins, orders cannot be fully canceled. Refunds, if approved, will deduct material, labor, and processing costs (12%–90% depending on production stage). We hope you will consider this carefully.

Other tips: Based on past experience,such as: the transaction fee for a trade of 2300 USD is approximately 250 USD. The higher the value, the higher the transaction fee.

Production Completed:

Custom Order, Shipping / Cancellation Policy



Custom Order Finality
All custom dolls and personalized accessories are built to unique specifications. Purchases become FINAL once fabrication is completed or handed to the logistics carrier. Cancellations, returns, or refunds for change of mind or personal taste shifts are not permitted.


Customs & Transit Delays
International customs clearance and border holds are beyond operational control. Refunds or returns for extended clearance windows will be declined.
🎁 Goodwill Compensation: For severe delays, our logistics team coordinates directly with carriers and will dispatch a special appreciation gift upon safe arrival.


Coverage for Lost Shipments
If a shipment is formally confirmed lost by the carrier, customers are fully protected. We will arrange a full replacement or full reimbursement.


Post-Production Cancellation Fee (95%)
If a cancellation or dispute is maintained post-production, a 95% charge is deducted to cover non-refundable expenditures:
  • Bespoke Labor: Dedicated crafting time, custom molding, tinting, and manual assembly.
  • Specialized Materials: Single-use silicone, resin compounds, and exclusive non-reusable molds.
  • Merchant Fees: Non-refundable processing margins retained by financial institutions (PayPal, Stripe, etc.).
  • Inventory Disposal: Administrative, logistical, and system costs for discarding custom builds and managing dispute proceedings.

⚠️ Maximum Refund Limit: After applying the 95% deduction for non-recoverable production costs, any approved refund is capped at a maximum of 5% of the merchandise value. (Note: If the parcel has not yet been dispatched at the time of cancellation, any unspent shipping fees will be returned in full).

In-Stock Dolls (Overseas Warehouse):

Partial refunds may be possible if not yet shipped, with handling and preparation costs deducted.

After Shipping

Orders cannot be canceled once shipped.

Refunds are not supported for fully shipped orders, except for quality issues or shipping errors.

About Repair / Glue Policy

  • Free Glue Shipment: Due to high international shipping costs, each customer ID is eligible for one free glue per order.
  • Quality Issues Upon Arrival: If your item arrives damaged or has other quality issues out of the box, please contact us immediately. We will review the situation and provide an appropriate solution.
  • Wear & Tear Over Time: Issues caused by long-term use, natural wear and tear, or accidental damage (such as tears) are not covered by free shipping. In these cases, support may be provided based on the situation, but the customer will be responsible for international shipping fees.

2. Eligible Return Situations

  • Shipping Damage: Severe damage during transit, with photo or video evidence.
  • Incorrect Product: The item received does not match the order.

3. Inspection & Reporting

Check your doll within 48 hours of receipt. If you are traveling and are unable to inspect the goods in a timely manner, please inform Customer Service in advance.

Record an unboxing video or take photos for verification.

Submit evidence to [email protected]

4. Refund Exclusions

Refunds or returns do not apply in the following cases:

  • Minor Surface Imperfections: Small marks, seams, or molding lines are normal and part of the doll’s unique character. If the doll sustains a minor tear, please repair it immediately to prevent the damaged area from expanding. You may contact us, and we will provide a one-time free replacement shipment of repair glue.
  • Nail or Eyelash Issues: Nails or eyelashes may loosen during shipping; refer to the care guide for adjustments.
  • Cosmetic Variations: Handmade makeup may vary slightly; pre-shipping adjustments are made when possible.
  • Second-Hand Dolls: Used dolls are not eligible for refunds, though we will assist with any concerns.
  • User-Caused Damage: Damage from improper handling (e.g., excessive stretching, tearing) is not covered.
  • Custom Dolls: Dolls made to specific requests (skin tone, nipple or vaginal color, etc.) are generally non-refundable unless defective or not matching the order. Each case is evaluated individually.

Note: Custom dolls are reviewed individually for exceptions.

5. Refund & Replacement Process

  • Incorrect Product: Verified via unboxing video → replacement arranged.
  • Damaged Product: Contact carrier immediately; options include repair kit, replacement, or partial refund.
  • Lost Package: File a claim with the carrier and notify us; we will assist.
  • Important: Unauthorized returns will not be refunded. Dolls must be in brand-new, unused condition to be eligible.
  • Refunds or replacements are processed within 7–15 business days, subject to bank or payment platform processing times.

6. Contact Information

For questions about cancellations, returns, or refunds:

Email: [email protected]