Statutory warranty
All products are covered by the statutory warranty: under normal use, the product must meet what you may reasonably expect from it. If there is a manufacturing defect, we will arrange a free repair, partial replacement (for example a new head or a new hand) or, if that is not possible, replacement of the product. Report a defect within two months of discovering it; the sooner you report it, the better we can help.
Handcraft and small variations
Dolls are largely finished by hand. As a result, make-up, eyelashes, hair, skin tone and skin texture may differ subtly from the photos, and colour reproduction can vary between screens. Such minor variations are part of the product, do not affect use, and do not in themselves constitute a defect. At Doll.shop you also see the actual unit you will receive, so surprises are limited.
What is and is not covered by the warranty
Covered: manufacturing defects in the material or the skeleton, such as tearing at seams without overloading, a joint that does not hold from the start, loose connections, or missing parts on delivery.
Not covered: wear parts such as wig, eyelashes, nails and make-up; normal wear from use; damage from incorrect or careless use, from overloading joints, or from exceeding the skeleton’s range of motion; damage from dropping, impact or water; staining from clothing that transfers dye; damage from a lack of maintenance (for example not powdering TPE); and damage from heat sources.
Repair under warranty
Many minor defects can easily be fixed at home. In most cases we will send you a free repair kit with clear instructions, and help you step by step by live chat or video call. For more complex defects, we ask you to send the doll, together with proof of purchase, to our service address; we assess the defect and repair or replace the product. We cover the shipping costs of a justified warranty claim.
Repair outside the warranty
We are also happy to carry out repairs outside the warranty: a torn seam, a loose finger, a damaged insert. You will always first receive a no-obligation quote covering the work and the cost, and we only start once you have approved it.
How to report a defect
Use the contact form with “Warranty or defect” as the subject, or send us a live chat message. Describe the problem specifically, add photos or a short video, and state your order number. You will receive a substantive reply within 5 working days; usually much sooner.
Damage on arrival
If the box or the product is damaged on arrival, contact us as soon as possible and send photos of the packaging and the damage. Do not use the product until you have heard from us. We arrange transport damage with UPS; you do not need to do anything for this.