What we see in practice
According to our own internal figures at publication, return requests account for less than 4% of orders. This is not an independent satisfaction survey: a request is not the same as a completed return, and keeping a product does not prove satisfaction. We therefore do not directly compare this figure with general return rates in other industries.
Why customers reconsider
Customers sometimes mention an unexpected financial setback or doubts after ordering. In our experience, these decisions are often made before delivery and the doll comes back unopened and unused. Some customers order again later. These are observations, not a promise about your experience. You do not have to give a reason to exercise your statutory right of withdrawal.
Cancellation and returns
To cancel before dispatch, contact us as soon as possible. Online purchases generally carry a 14-day withdrawal period after delivery, followed by 14 days to send the goods back. For sealed goods unsuitable for return for health or hygiene reasons, withdrawal rights may end when the hygiene seal is broken after delivery. Opening the shipping box alone is not the same. Genuine bespoke goods may also be exempt. Your statutory rights for faulty or incorrectly supplied goods remain unchanged.
Refunds and return transport
For withdrawal from the entire order, we refund the purchase price and the cost of the cheapest standard delivery offered, excluding any upgrade surcharge. Refunds are due within 14 days of your notice; we may wait for the goods or proof of dispatch. Direct return costs are yours if you were informed beforehand. You may choose a suitable carrier; obtain a quote first for heavy or bulky parcels. See our returns policy for full terms and the return address.
Returns and right of withdrawal
You never receive a used doll
We do not sell used dolls as new: our customers never receive a used doll. Every return inspection includes both visible and less readily visible seals. If a seal is broken or use or hygiene is in doubt, the doll does not return to sale as new. This safeguards the delivery of an unused, hygiene-checked doll.
Our advice
Take your time comparing size, weight and material. Ask us questions before ordering. Still unsure when your parcel arrives? Leave the hygiene seal intact and contact us. We help with a return as carefully as we help you choose. You are welcome to order again later.