Shipping And Returns
When the doll is ready
When the custom-made doll is ready we will send over pre-shipment photos of your doll so that you can validate the product before it ships out to you.
No order will be shipped without your validation. We will send the factory photos from our info@dolldimension.com email. Once you have confirmed the doll we ship the doll out to you. This can take up to 5-10 weeks before the doll arrives.
If we cannot reach you on the email you signed up to we will try to contact you in other ways with the information you've disclosed.
We provide shipping within the EU in discrete and sealed packaging. When the doll has been confirmed and leaves the factory, you will receive the tracking number from us to your registered email address.
The tracking number you receive from us will state 'label created'. The tracking number updates once the doll has passed customs to the EU. You can then expect the doll to arrive within 3–7 days.
Shipping costs
For life-size dolls, we include the standard shipping cost. If you choose any other shipping method than our standard, you will personally be responsible for the shipping cost. If you wish to return your product you will be responsible for the cost of sending it back.
Posibles delays
Chinese New Year or the Christmas season can drastically extend the manufacturing, shipping, and lead times.
Force Majeure Events can also affect shipping time such as natural disasters, fires, theft, wars, riots or accidents.
If the doll is damaged on arrival
If the package arrived seriously damaged, do not accept it and file a claim with the transporter. You can ask for a return without any extra fee.
For precaution we recommend that you make an unboxing video of the doll when it has arrived for potential evidence of damage. Please ensure that nothing is damaged or missing.
If you notice that your doll is damaged or some parts are missing, please file a claim with the transporter or contact us within 48 hours of its arrival. We will take care of the remaining things for you. It's important that you don't use the doll and leave it in its original package. In case the original packaging has been thrown away, you will need to provide a package of the same or greater protective qualities. We don't accept refunds if the doll has been stained, powered, oiled, cleaned, or used for sex.
Depending on the severity of the damage, we can either send you a replacement of the doll, parts, or repair kits.
You must send the doll back to us within 14 days from receipt of the goods if you wish to replace your doll.
If the damage is deemed reparable, we will provide you with a repair kit to repair the damage yourself. Relevant videos and material will be provided.
Damage to the doll can be caused by accident, mishandling, and/or bad knowledge over the need for care of the doll. Without a proper unboxing video, we will have no way of knowing who is responsible for the damages caused to the doll or item.
Cancellation policy
After you place your order, you have 24 hours to make further changes or cancel your order. If you decide to cancel your order within this timeframe, you will be charged 5% of the total order amount.
When the 24 hours have passed, we will forward your order to the factory to start the production. Once the production has begun, we are unable to cancel your order. Please consider your selections carefully.
14 days right to return
In the EU, you have the right to return purchases made online within 14 days for a full refund when your package has arrived. You can do this for any reason. But for custom-made orders such as dolls the 14 days period does not apply due to the order being personalized, and as such it is exempt from this rule. Another reason for this is that sealed products are not suitable for return because of health protection or hygiene reasons.
If your doll is damaged and therefore eligible for return but has been used, the 14 day period ends immediately, and your right to return it is expired.
If the 14 day period expires on a non-working day, it will be extended to the next working day.
Refund
Once your return has been approved by us you can choose to get a full refund or exchange your product for something both parties are happy with.
You as the consumer are responsible for the return shipment and its associated cost.
Import and customs duties
To allow you to fully customize your doll, the dolls are produced on demand in our partner factories in China and shipped out directly to you.
We take care of customs clearance for you to Europe. We help you to pay import duty in advance if you live in the European Union. We do not pay customs duties in your country due to local legislation.