Shipping & Delivery Policy

 

SECTION 1 - WHERE DO WE SHIP?

We ship to many regions worldwide. Please see below for a comprehensive list.*

Asia: Japan, Hong Kong, Malaysia, Singapore, South Korea, Thailand, Vietnam

Europe: Albania, Andorra, Austria, Belgium, Belarus, Bosnia & Herzegovina, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Faroe Islands, Finland, France, Germany, Gibraltar, Greece, Hungary, Iceland, Ireland, Italy, Kosovo, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Moldova, Monaco, Montenegro, Netherlands, North Macedonia, Norway, Poland, Portugal, Romania, San Marino, Serbia, Slovakia, Slovenia, Spain, Svalbard & Jan Mayen, Sweden, Switzerland, Ukraine, Vatican City

North America: Canada, United States

United Kingdom: England, Northern Ireland, Scotland, Wales

Oceania: Australia, New Zealand, Cook Islands

*If your country or region is not currently listed above, unfortunately, we do not ship to your region at this time. 

 

 

SECTION 2 - TIMEFRAMES 

All timeframes provided are estimates and cannot be guaranteed.*

While we strive to offer the most accurate delivery estimates possible, shipping times vary depending on the product type and destination. Please refer to the table below for estimated delivery times per region and service.

All timeframes provided are estimates and cannot be guaranteed. While we strive to offer the most accurate delivery estimates possible, shipping times vary depending on the product type and destination. Please refer to the table below for estimated delivery times per region and service.

Important:

• The delivery times below apply to dolls only.
• Delivery times do not include production times.
• For estimates on smaller items, delivery times are displayed at checkout. 

To calculate the total estimated time from placing your order to delivery, please add the Shipping Time to the Production/ Packing Time, using the information provided in the tables below.

 

Shipping Times & Fees: 

 

Production/ Packing Time:

 

SECTION 3 - FEES, IMPORT DUTIES & TAXES

Free shipping is available on all orders when you spend over $100 USD to customers in the following regions: USA, UK, Asia, Canada, Euro Zone, Australia & NZ. 

Import fees and taxes vary between countries, so we cannot provide a single policy for all locations. 

We handle all importation paperwork, customs clearance, and logistics paperwork for all countries whenever possible.

For information on fees and taxes related to your specific region, please see the relevant section below.

 

 

 

SECTION 4 - PACKAGING

All our dolls are delivered in 100% discreet packaging to ensure your privacy. Each doll arrives in a plain brown box with no branding. The courier or handler will not know the contents of the box. The customs declaration will state the contents as "Mannequin" or similar.

 

SECTION 5 - COURIERS

We use a variety of couriers depending on the time of year, pricing, and courier availability. For shipments to the USA, Canada, UK, and Europe, we primarily use FedEx and UPS, and occasionally DPD in the UK. Couriers for other locations may vary. If you have concerns about the courier used for your location, please contact our staff before placing an order. Please note that we cannot offer specific couriers of your choice.

 

SECTION 6 - ORDER PROCESS FOR CUSTOM AND MADE-TO-ORDER DOLLS

Once your order is placed, you will receive a confirmation email with a breakdown of your order details. We manually check your order to ensure all information is correct. If something is missing or unusual, we will contact you. If you do not hear from us, there is nothing to worry about.

Your order is then passed to our workshop management and placed in a queue for production. Our workshop fabricators and artists will begin creating your doll. Once completed, our staff will carry out a thorough quality control check and take photographs, referred to as factory photos.

You will be provided with these photos before dispatch. You must review and approve the photos before we can proceed with dispatch. Any necessary minor changes will be made before packaging your doll for shipment. 

Once dispatched, you will receive a tracking number, usually within 3 days. Your doll will then be on its way to your home.

Please see Section 22 of our Terms and Conditions for more details.

 

SECTION 7 - DELIVERY DATE CHANGES AND UPDATES

If you are unable to accept delivery on the scheduled day, you can change it to a more convenient date by contacting the courier directly. You will receive the courier details when your order is processed for shipment. Any special delivery requests should be communicated directly with the courier once you receive your tracking number.

Please ensure you provide your phone number when placing your order, as it is required for the delivery process. The courier will use this contact number to arrange delivery. While we strive to ensure that all couriers contact you before delivery, occasionally, due to speed of delivery, tracking numbers may not be provided in advance. If any issues arise, we are here to assist you.

 

SECTION 8 - INCORRECT ADDRESSES

Customers are responsible for providing accurate delivery details. We cannot delivery to virtual addresses or PO boxes. Please contact us immediately to update your information if you notice an error. You may be charged additional fees if there are failed delivery attempts. See Section 21 of our Terms and Conditions for more details.

 

SECTION 9 - PACKAGING FOR MULTIPLE ITEMS

Multiple items may be packaged together or separately, depending on the size and nature of the products. This may affect the shipping cost and timeline. You may receive different tracking numbers for multiple packages. See Section 21 of our Terms and Conditions for more details.

 

SECTION 10 - INSURANCE AND LIABILITY

Our shipping costs include basic insurance for lost or damaged items during transit. If your package is lost, we will start a claim and handle all paperwork whilst working with you on suitable rectification and/ or replacement. If a package is damaged during transit, we may ask customers to start a claim directly with the courier whilst working with you on suitable rectification.

 

SECTION 11 - DAMAGED GOODS

Please refer to Section 2 in our Refund Policy, which describes what to do if you receive faulty or damaged goods.

 

SECTION 12 - DISCLAIMER

* All timelines provided in this policy are estimates only and should not be interpreted as guaranteed delivery times. These timelines do not account for delays caused by failed delivery attempts, delays at customer clearance, busy periods, holiday seasons including Chinese New Year, acts of god, and any other unforeseen circumstances. In addition to back-and-forth communication regarding your inquiries, special requests, updates to your order, changes to your order, or requests for additional information or media. We will do our best to keep you updated regarding any delays.

* Our couriers may not deliver on weekends or holidays. Please consider this when calculating your estimated delivery date.

* We aim to ship all our products as quickly as possible so you can enjoy your new doll asap, but please be aware that your doll is handmade and made-to-order and it takes time to produce, even if it is ordered as "Same as photo".

For further details related to Shipping, Delivery, Accepting the Goods, and Delivery of Goods Outside of The Contract, please see our full Terms and Conditions.