Due to hygiene reasons, our products including dolls, that don't have sealed packaging are non-returnable for change of mind. We have this policy in place to protect the health and well being of our customers. We are however, so passionate about superior service, that if there is a problem with your order, we will do everything we can to make it right!
Each and every one of our dolls and accessories are subject to vigorous quality assurance checks, however if your item arrives damaged or faulty, you may return it to our Sydney office for a replacement or refund.
Please be advised that there is a 10% cancellation fee for change of mind after payment but prior to doll production.
In relation to toys, please ensure your item has been recharged adequately, or, the batteries have been inserted correctly.
We undertake to reimburse you for any product delivered to you that is faulty or is in a damaged condition. If you wish to report a faulty or damaged product, please notify us within 48 hours of receipt through our designated “contact us” section where we will respond with our requirements relating to the return / compensation of the goods.
What is not covered:
* User damages by rough handling or mistreatment
* Variance in makeup - Our makeup artists match the makeup to the images however there may be slight variences. The makeup used on our dolls is semi-permanent so that the user may apply their own. Mineral oil may be applied to remove existing makeup with the exception of the dolls eyebrows.
* Dolls that have been used sexually will not qualify a return. Please be advised that we will never re-sell any doll that has been returned.
We also undertake to exchange or refund some selected undamaged products purchased from us (products that come in sealed packaging) on the condition that it is returned with proof of purchase within 7 days. If undamaged goods are returned to us, we do not refund any packing and postage charges. Return of undamaged goods is entirely at your cost and risk.
If we are unable at the time of return to exchange returned goods, we undertake to reimburse you for the purchase amount excluding packaging and postage charges.