- For orders that have not been expressly arranged after payment, if you apply to cancel the order and request a refund within 12 hours after payment, a full refund can be made within 5 days.
- For orders that have been paid for more than 12 hours, if you request to cancel the order and request a refund, a 20% handling fee will be deducted.
- Due to the nature of our products, we do not accept returns of opened items.
- For orders that customers reject the packages when delivering or on the way, the customers should pay for the shipping fee. The shipping fee will be deducted from the total payment amount, and the rest amount will be refunded to the customers.
If the outer box or outer package comes with badly damaged when delivered, please refuse to accept it and ask for a 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 solution below:
- A full product replacement
- A door-to-door repair
- Free repair tools
- A partial refund
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.