Shipping And Returns

When the doll is ready

When a custom-made doll is ready to ship, you will receive pre-shipment photos of the doll for you to inspect before the product is shipped to you. No order will be shipped without your validation. DollDimension will also perform a detailed inspection of these photos on every order to ensure customer satisfaction.

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 with, we will try to contact you in other ways with the information you've disclosed.

We provide shipping within the EU and US 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-sized sex dolls, standard shipping is included. The customer is subject to additional shipping fees if other shipping methods are selected. 

Returns: The customer is responsible for all shipping fees for a return. 

Possible 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.

As a precaution, we recommend that you film 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 process for you. It is important that you leave the unused doll in its original packaging. In case the original packaging has been discarded, 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, powdered, oiled, cleaned, or used.

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 accidents, mishandling, and/or bad knowledge of the need for care of the doll. Without a proper unboxing video as proof, we will have no way of knowing who is responsible for the damages caused to the doll or item.

Cancellation policy

After placing an order, the customer has 24 hours to make changes or cancel the order. If you decide to cancel your order within this time frame, you will be charged 5% of the total order amount.

After 24 hours the order will be forwarded to the factory. Once production has begun or when a package has been dispatched, we are unable to cancel your order. 

14 days right to return

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-day 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 has 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.

You as the consumer are responsible for the return shipment and its associated cost.

Import and customs

Products that are shipped from China will be handled by the manufacturer's logistics company, which handles DDP (Delivered Duty Paid) to the European Union and the US.

Products that are purchased from our warehouse in Sweden will not include customs clearance. You will be responsible for paying customs clearance yourself if you live outside the EU.