Our Quality Guarantee
Before your custom doll is shipped to you from the factory, photos will be taken by employees of the factory and sent to you, by us. You will be asked to review these before the doll is released for shipment.
This part of the process eliminates the great majority of errors that can take place when fulfilling a custom order. If there is the wrong wig, wrong skin tone, wrong head, or you want to make a minor change, this is the time to let us know! While all changes requested will be considered, please remember that photos shown in the product photoshoots are taken by professionals who spent hours dressing and doing make-up on the dolls - the factory photos are simply provided to confirm that the customizations you chose were implemented correctly. While the make-up artists at the factory always do their best to match the professional photoshoots we can't guarantee that it will match 100%.
How cool is that? No surprises when the doll ships to you!
Guarantee Against Manufacturing Defects
Factory photos are expected to catch the great majority for defects, and all products are inspected before they are shipped.
Despite these efforts, if you receive your doll and it shows a significant defect that was not present or clear in any of the photographs you were sent, notify us immediately! Depending on the nature of the defect, the particular situation, and your preference, we can then remedy this situation by a number of options including:
(a) offering a full or partial return and refund, without any shipping cost to you;
(b) offering a partial refund without returning the item; or
(c) offering a replacement or a gift to compensate you for your trouble.
Remember - our job is to keep you happy, and to build our business. We understand that that is done with happy customers who write 5-star reviews! We will treat every situation with fairness and with a promise to do the right thing while working with the manufacturer and the customer.
If Your Package Arrives Damaged
Once your package arrives, if you notice any significant damage to the box, or punctures in the cardboard, notify the courier and then take photographs *before* opening it. Next, proceed to open the box and determine if any of the enclosed materials have been damaged. Take additional photos - more is always better. If you believe something is damaged, don't hesitate - contact us right away!