In short
We ship every in-stock model from our own warehouse in the Netherlands. Order before 14:00 on a working day and your parcel leaves the same day with UPS, with tracking sent straight away.
Delivery time by country
| Destination | Delivery time after shipping |
|---|---|
| Netherlands and Belgium | 1 working day |
| Germany and France | 2 working days |
| Poland, Sweden, Spain, Italy and the rest of Europe | 3–4 working days |
Every parcel leaves from the Netherlands; delivery usually takes one working day to the Netherlands and Belgium, two to Germany and France, and three to four elsewhere in Europe.
Delivery times are estimates from UPS. Around public holidays and in the final weeks of the year it may take a day longer; you will see this reflected in the track & trace.
Shipping costs
Shipping is free from an order value of €800. Below that amount, shipping costs are calculated at checkout. They depend on the destination, the dimensions and weight of the parcel and the chosen shipping method; a full-size doll is a large, heavy parcel, an accessory fits in an ordinary box. You always see the amount before you pay, and no further costs are added afterwards.
In principle we ship everything with UPS, with tracking. We reserve the right to choose a different carrier for a particular destination or shipment; in that case, too, you will receive a tracking code.
Stock and packaging
Our warehouse works entirely with barcodes: every step from order picking to dispatch is scanned, so the right item goes into the right box and you receive exactly the unit you saw on the site.
Shipping is discreet. The parcel is a plain brown box with no print, logo or description of the contents, and the shipping label does not show the shop name either. Read more in our article on discreet ordering and receiving.
Made-to-order models
Some models are supplied to order: the manufacturer makes them for you. This is clearly stated on the product page and in your order confirmation; allow a delivery time of 8 to 12 weeks. Tracking becomes active as soon as the parcel arrives in the country of delivery, and you will be notified once the model is on its way to you with UPS. Made-to-order models are covered by the same cooling-off period as in-stock models.
Delivery and delivery attempts
UPS generally makes two delivery attempts and never leaves a parcel unattended. Via the UPS app or the link in your track & trace email, you can reschedule delivery to another day or to a UPS Access Point. Bear in mind that a full-size doll weighs 30 to 40 kilos: home delivery at a time you choose is usually the most convenient.
Make sure the delivery address is correct and that someone is available at the time of delivery. If a parcel is refused or not collected from a pick-up point and is returned to us, we will charge the return costs (approximately €85 for a doll, €6.95 for accessories); see also returns and right of withdrawal.
Damage on arrival
Check the box on receipt. If you see damage to the packaging or the product, contact us as soon as possible and send photos of the box and the damage. Do not use the product until you have heard from us. We will always resolve this for you; read how in our warranty terms.