Politique de remboursement

Cancel Order

EU&US stock dolls are shipped out shortly from our oversea warehouses after you place order (ship maximum the other day after you order for time difference), we do not accept order cancel. The customized orders are according to customers' specific requirements, which can be canceled within 12 hours for charging transaction fee only. After 12 hours when we have launched production, orders cannot be canceled for any reason, and reject any further order change from clients in production period. Or else, 20%-50% will be charged as a handling and restocking fee for customized orders.

Faulty Items

Usually faulty doll will never provide through our manufacturing process and strict quality management, in case you could fully rest assured of the order and shipment, we provide the real doll photos and video for your order before shipping, and ship out doll after receiving your approval. If faulty doll happens, we will send the replacement to you or please contact with our customer service for reaching out solution fairly and quickly.

Damaged Items

We take product quality extremely serious, every doll is thoroughly inspected before leaving our factory. Upon initial receipt of the doll, if there appears to be a defect or damage, please contact us immediately by sending pictures or videos to support@el-doll.com and we will find the best solution for you ASAP. For slight damage due to shipping, we will provide a kit for you to repair. For severe damage, you should take an unboxing video and photo, or else we cannot make sure who is responsible for this, check the damaged part of the box and tell your courier on spot as well.

Missing Items

Check your package to confirm every item you want is there. If you find something is missing, contact us as soon as you receive the package.

DO NOT RETURN OR REFUSE THE PACKAGE DIRECTLY. And don’t send any package to the address information on the package, which is not valid to receive a returning package.

Refund Application

When you want a return, please contact us for a return application, we will send you a return shipping label as well as shipping instruction, make sure your item is in the same condition when you received it, unworn or unused, with tags, and in original packaging, also the receipt or proof of purchase is required.

If you have more questions, please send an email to support@el-doll.com.