{"id":785,"date":"2026-09-03T18:42:47","date_gmt":"2026-09-03T18:42:47","guid":{"rendered":"https:\/\/doll.shop\/customer-service\/"},"modified":"2026-09-09T16:13:11","modified_gmt":"2026-09-09T16:13:11","slug":"customer-service","status":"publish","type":"page","link":"https:\/\/doll.shop\/en\/customer-service\/","title":{"rendered":"Customer service \u00b7 shipping, returns, warranty"},"content":{"rendered":"<div class=\"container\">\n<nav class=\"breadcrumb\" aria-label=\"Breadcrumb\">\n<ol>\n<li><a href=\"https:\/\/doll.shop\/en\/\">Home<\/a><\/li>\n<li aria-current=\"page\">Customer service<\/li>\n<\/ol>\n<\/nav>\n<header class=\"kbhead\">\n<div>\n<h1>Customer service<\/h1>\n<p class=\"kbhead__intro\">Everything you want to know before and after ordering, all in one place. Cannot find your answer? Open the live chat; on working days we reply within an hour.<\/p>\n<\/p><\/div>\n<p>    <style>.dsai-slot{margin-top:10px}.dsai-slot--compact{margin:0}.dsai-slot .dsai-ask{margin-top:0}.dsai-is-off .dsai-slot{display:none}.dsai-ask{display:flex;align-items:center;gap:14px;width:100%;margin-top:10px;padding:10px 14px 10px 10px;background:#fff;border:1px solid var(--line,#e8dde1);border-radius:var(--r,8px);cursor:pointer;text-align:left;font:inherit;color:var(--ink,#484044);transition:border-color .15s,box-shadow .15s,background .15s}.dsai-ask:hover{border-color:var(--brand,#b62249);background:var(--zebra,#faf6f7);box-shadow:var(--sh-1,0 1px 2px rgba(20,20,20,.04),0 2px 6px rgba(20,20,20,.05))}.dsai-ask:focus-visible{outline:3px solid var(--brand-soft,#f5e9ec);outline-offset:2px;border-color:var(--brand,#b62249)}.dsai-ask.is-loading{opacity:.7;cursor:progress}.dsai-av{position:relative;flex:none;width:44px;height:44px;border-radius:50%;background:var(--tint,#f3e9ed);color:var(--cta,#de2351);display:grid;place-items:center;overflow:hidden}.dsai-av img{width:100%;height:100%;border-radius:50%;object-fit:cover;display:block}.dsai-av svg{width:22px;height:22px}.dsai-txt{flex:1;min-width:0}.dsai-title{display:block;font-weight:700;font-size:15px;line-height:1.25;color:var(--ink,#484044)}.dsai-sub{display:block;font-size:13px;color:var(--muted,#756a70);margin-top:2px;line-height:1.35}.dsai-cta{flex:none;font-weight:700;font-size:14px;color:var(--brand,#b62249);white-space:nowrap}.dsai-ask--compact{width:auto;margin:0;padding:8px 14px 8px 8px;border-radius:999px;gap:10px}.dsai-ask--compact .dsai-av{width:32px;height:32px}.dsai-ask--compact .dsai-av svg{width:16px;height:16px}.dsai-ask--compact .dsai-title{font-size:14px}.dsai-ask--compact .dsai-sub,.dsai-ask--compact .dsai-cta{display:none}<\/style><div class=\"dsai-slot\"><button type=\"button\" class=\"dsai-ask\" data-dsai aria-haspopup=\"dialog\"><span class=\"dsai-av\" aria-hidden=\"true\"><img alt=\"\" src=\"https:\/\/doll.shop\/wp-content\/uploads\/2026\/09\/lotte-berg-1-150x150.jpg\" width=\"44\" height=\"44\" loading=\"lazy\" decoding=\"async\"><\/span><span class=\"dsai-txt\"><span class=\"dsai-title\">Ask your question<\/span><span class=\"dsai-sub\">The assistant replies instantly, 24\/7 \u00b7 a team member within 24 hours<\/span><\/span><span class=\"dsai-cta\" aria-hidden=\"true\">Chat \u2192<\/span><\/button><\/div><br \/>\n  <\/header>\n<div class=\"guarantees\" style=\"margin:8px 0 8px\">\n<div class=\"guarantee\"><svg class=\"icon\"><use href=\"#i-truck\"><\/use><\/svg><\/p>\n<div>\n<h3>from our own warehouse in the Netherlands<\/h3>\n<p>our own warehouse in the Netherlandss in the Netherlands and Germany. Ordered before 2 pm on a working day: shipped today with track &amp; trace.<\/p>\n<\/div>\n<\/div>\n<div class=\"guarantee\"><svg class=\"icon\"><use href=\"#i-box\"><\/use><\/svg><\/p>\n<div>\n<h3>Discreet, always<\/h3>\n<p>Plain box without print and discreet payment: no product name on your statement.<\/p>\n<\/div>\n<\/div>\n<div class=\"guarantee\"><svg class=\"icon\"><use href=\"#i-return\"><\/use><\/svg><\/p>\n<div>\n<h3>14-day returns<\/h3>\n<p>Return within 14 days as long as the seal is intact.<\/p>\n<\/div>\n<\/div>\n<div class=\"guarantee\"><svg class=\"icon\"><use href=\"#i-tag\"><\/use><\/svg><\/p>\n<div>\n<h3>Lowest price guarantee<\/h3>\n<p>Found the same model cheaper elsewhere? We match the price.<\/p>\n<\/div>\n<\/div><\/div>\n<section class=\"section\" style=\"padding:28px 0 0\">\n<div class=\"section__head\">\n<h2>Ordering &amp; delivery<\/h2>\n<\/div>\n<div class=\"svcgrid\">\n      <a class=\"svccard\" href=\"https:\/\/doll.shop\/en\/customer-service\/delivery-times-and-shipping-costs\/\"><br \/>\n        <svg class=\"icon\"><use href=\"#i-truck\"><\/use><\/svg><\/p>\n<div>\n<h3>Delivery times and shipping costs<\/h3>\n<p>Order on a working day before 2 pm and an in-stock model ships the same day with UPS. Free shipping from \u20ac800; below that, costs are shown at checkout.<\/p>\n<\/div>\n<p>        <svg class=\"icon svccard__chev\"><use href=\"#i-chev\"><\/use><\/svg><br \/>\n      <\/a><br \/>\n      <a class=\"svccard\" href=\"https:\/\/doll.shop\/en\/customer-service\/payment-options\/\"><br \/>\n        <svg class=\"icon\"><use href=\"#i-lock\"><\/use><\/svg><\/p>\n<div>\n<h3>Payment methods and discreet payment<\/h3>\n<p>Wero, Bancontact, credit card, PayPal and Apple Pay, securely processed by Mollie. You pay discreetly: your statement shows no product name.<\/p>\n<\/div>\n<p>        <svg class=\"icon svccard__chev\"><use href=\"#i-chev\"><\/use><\/svg><br \/>\n      <\/a>\n    <\/div>\n<\/section>\n<section class=\"section\" style=\"padding:28px 0 0\">\n<div class=\"section__head\">\n<h2>After your purchase<\/h2>\n<\/div>\n<div class=\"svcgrid\">\n      <a class=\"svccard\" href=\"https:\/\/doll.shop\/en\/customer-service\/returns-and-right-of-withdrawal\/\"><br \/>\n        <svg class=\"icon\"><use href=\"#i-return\"><\/use><\/svg><\/p>\n<div>\n<h3>Returns and right of withdrawal<\/h3>\n<p>14 days&#8217; cooling-off period from receipt. How to register a return, what it costs, and when the right of withdrawal lapses for hygiene reasons.<\/p>\n<\/div>\n<p>        <svg class=\"icon svccard__chev\"><use href=\"#i-chev\"><\/use><\/svg><br \/>\n      <\/a><br \/>\n      <a class=\"svccard\" href=\"https:\/\/doll.shop\/en\/customer-service\/model-withdrawal-form\/\"><br \/>\n        <svg class=\"icon\"><use href=\"#i-doc\"><\/use><\/svg><\/p>\n<div>\n<h3>Model withdrawal form<\/h3>\n<p>The statutory model form for withdrawing from your order within the cooling-off period. Only needed if you actually wish to withdraw from the agreement.<\/p>\n<\/div>\n<p>        <svg class=\"icon svccard__chev\"><use href=\"#i-chev\"><\/use><\/svg><br \/>\n      <\/a><br \/>\n      <a class=\"svccard\" href=\"https:\/\/doll.shop\/en\/customer-service\/warranty-terms\/\"><br \/>\n        <svg class=\"icon\"><use href=\"#i-check\"><\/use><\/svg><\/p>\n<div>\n<h3>Warranty terms<\/h3>\n<p>All dolls are covered by the statutory warranty against manufacturing defects. What that covers, what counts as normal wear and how a repair works.<\/p>\n<\/div>\n<p>        <svg class=\"icon svccard__chev\"><use href=\"#i-chev\"><\/use><\/svg><br \/>\n      <\/a><br \/>\n      <a class=\"svccard\" href=\"https:\/\/doll.shop\/en\/customer-service\/complaints-procedure\/\"><br \/>\n        <svg class=\"icon\"><use href=\"#i-chat\"><\/use><\/svg><\/p>\n<div>\n<h3>Complaints procedure<\/h3>\n<p>Not satisfied? How to file a complaint, how quickly we respond and what independent mediation is available through ValuedShops.<\/p>\n<\/div>\n<p>        <svg class=\"icon svccard__chev\"><use href=\"#i-chev\"><\/use><\/svg><br \/>\n      <\/a><br \/>\n      <a class=\"svccard\" href=\"https:\/\/doll.shop\/en\/customer-service\/frequently-asked-questions\/\"><br \/>\n        <svg class=\"icon\"><use href=\"#i-info\"><\/use><\/svg><\/p>\n<div>\n<h3>Frequently asked questions<\/h3>\n<p>The answers to the questions we get most often: about shipping, discretion, payment, returns, materials, care and our range.<\/p>\n<\/div>\n<p>        <svg class=\"icon svccard__chev\"><use href=\"#i-chev\"><\/use><\/svg><br \/>\n      <\/a>\n    <\/div>\n<\/section>\n<section class=\"section\" style=\"padding:28px 0 0\">\n<div class=\"section__head\">\n<h2>Company &amp; terms<\/h2>\n<\/div>\n<div class=\"svcgrid\">\n      <a class=\"svccard\" href=\"https:\/\/doll.shop\/en\/customer-service\/about-doll-shop\/\"><br \/>\n        <svg class=\"icon\"><use href=\"#i-user\"><\/use><\/svg><\/p>\n<div>\n<h3>About Doll.shop<\/h3>\n<p>Europe&#8217;s specialist in realistic sex dolls since 2010: our own stock, certified by ValuedShops, and a clear policy on what we do and do not sell.<\/p>\n<\/div>\n<p>        <svg class=\"icon svccard__chev\"><use href=\"#i-chev\"><\/use><\/svg><br \/>\n      <\/a><br \/>\n      <a class=\"svccard svccard--policy\" href=\"https:\/\/doll.shop\/en\/customer-service\/responsible-range\/\"><br \/>\n        <svg class=\"icon\"><use href=\"#i-shield\"><\/use><\/svg><\/p>\n<div>\n<h3>Responsible range<\/h3>\n<p>We sell only dolls with adult body proportions. What that means in practice, how we assess it and why we have this policy.<\/p>\n<\/div>\n<p>        <svg class=\"icon svccard__chev\"><use href=\"#i-chev\"><\/use><\/svg><br \/>\n      <\/a><br \/>\n      <a class=\"svccard\" href=\"https:\/\/doll.shop\/en\/customer-service\/company-details\/\"><br \/>\n        <svg class=\"icon\"><use href=\"#i-info\"><\/use><\/svg><\/p>\n<div>\n<h3>Company details<\/h3>\n<p>The official details of Doll.shop: address, company, registration, VAT number, management and availability on working days.<\/p>\n<\/div>\n<p>        <svg class=\"icon svccard__chev\"><use href=\"#i-chev\"><\/use><\/svg><br \/>\n      <\/a><br \/>\n      <a class=\"svccard\" href=\"https:\/\/doll.shop\/en\/customer-service\/terms-and-conditions\/\"><br \/>\n        <svg class=\"icon\"><use href=\"#i-doc\"><\/use><\/svg><\/p>\n<div>\n<h3>Terms and conditions<\/h3>\n<p>The terms and conditions of DVWZ B.V. (Doll.shop) for consumers: offer, right of withdrawal, price, warranty, delivery, payment, complaints and disputes.<\/p>\n<\/div>\n<p>        <svg class=\"icon svccard__chev\"><use href=\"#i-chev\"><\/use><\/svg><br \/>\n      <\/a><br \/>\n      <a class=\"svccard\" href=\"https:\/\/doll.shop\/en\/customer-service\/privacy-statement\/\"><br \/>\n        <svg class=\"icon\"><use href=\"#i-lock\"><\/use><\/svg><\/p>\n<div>\n<h3>Privacy statement<\/h3>\n<p>Which personal data we process, why, how long we keep it, who we share it with, and what rights you have under the GDPR.<\/p>\n<\/div>\n<p>        <svg class=\"icon svccard__chev\"><use href=\"#i-chev\"><\/use><\/svg><br \/>\n      <\/a><br \/>\n      <a class=\"svccard\" href=\"https:\/\/doll.shop\/en\/customer-service\/cookie-policy\/\"><br \/>\n        <svg class=\"icon\"><use href=\"#i-eye\"><\/use><\/svg><\/p>\n<div>\n<h3>Cookie policy<\/h3>\n<p>Which cookies Doll.shop places, what they are for, how long they are retained and how to adjust your choice. No marketing cookies.<\/p>\n<\/div>\n<p>        <svg class=\"icon svccard__chev\"><use href=\"#i-chev\"><\/use><\/svg><br \/>\n      <\/a>\n    <\/div>\n<\/section>\n<section class=\"kbcta\">\n<div>\n<h2>Still not sure?<\/h2>\n<p>Ask your question in the live chat. On working days we reply within an hour, honestly and without sales talk.<\/p>\n<\/div>\n<div class=\"row\" style=\"gap:10px\"><div class=\"dsai-slot\"><button type=\"button\" class=\"dsai-ask\" data-dsai aria-haspopup=\"dialog\"><span class=\"dsai-av\" aria-hidden=\"true\"><img alt=\"\" src=\"https:\/\/doll.shop\/wp-content\/uploads\/2026\/09\/lotte-berg-1-150x150.jpg\" width=\"44\" height=\"44\" loading=\"lazy\" decoding=\"async\"><\/span><span class=\"dsai-txt\"><span class=\"dsai-title\">Ask your question<\/span><span class=\"dsai-sub\">The assistant replies instantly, 24\/7 \u00b7 a team member within 24 hours<\/span><\/span><span class=\"dsai-cta\" aria-hidden=\"true\">Chat \u2192<\/span><\/button><\/div><a class=\"btn btn--secondary btn--lg\" href=\"https:\/\/doll.shop\/en\/contact\/\">Contact<\/a><\/div>\n<\/section>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Home Customer service Customer service Everything you want to know before and after ordering, all in one place. Cannot find your answer? Open the live chat; on working days we reply within an hour. from our own warehouse in the Netherlands our own warehouse in the Netherlandss in the Netherlands and Germany. Ordered before 2 [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-785","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/doll.shop\/en\/wp-json\/wp\/v2\/pages\/785","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/doll.shop\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/doll.shop\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/doll.shop\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/doll.shop\/en\/wp-json\/wp\/v2\/comments?post=785"}],"version-history":[{"count":3,"href":"https:\/\/doll.shop\/en\/wp-json\/wp\/v2\/pages\/785\/revisions"}],"predecessor-version":[{"id":5525,"href":"https:\/\/doll.shop\/en\/wp-json\/wp\/v2\/pages\/785\/revisions\/5525"}],"wp:attachment":[{"href":"https:\/\/doll.shop\/en\/wp-json\/wp\/v2\/media?parent=785"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}