Postage & Delivery

Returns, exchanges and refunds

If you are not satisfied with your purchase, you may return it provided that:

• it is returned within 14 days of delivery;
• it is unused, in its original packaging and in resaleable condition;
• all components, certificates and tags are intact; and
• it has not been personalised.

Returns requested within this 14-day period will be processed in accordance with your statutory rights.

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Returns After 30 Days

For faulty goods, your statutory short-term right to reject an item and request a refund normally lasts for 30 days from the date you receive the goods.

After this 30-day period, an automatic right to a full refund does not normally apply. Any remedy available will depend on the circumstances, the nature of the fault and your statutory rights under UK consumer law.

Please contact us as soon as you become aware of a problem. Normal wear and tear, accidental damage, misuse, improper storage, or damage caused after delivery is not considered a product fault.

Nothing in this policy affects your statutory rights.

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Items That Have Been Used or Altered

Please inspect your order carefully when it arrives and contact us promptly if you believe there is a problem.

We cannot reasonably assess an item in its original supplied condition if you contact us several months after purchase and the item has subsequently been used, painted, heated, assembled, modified or otherwise worked on.

In particular, reborn doll kits should be fully inspected before painting or heating the vinyl. Once work has begun on a kit, we cannot accept damage or deterioration caused by painting, heating, solvents, tools, assembly or other work carried out after delivery as evidence that the kit was faulty when supplied.

If you believe an item has an inherent manufacturing fault, please contact us as soon as the fault becomes apparent and provide clear photographs and details so that we can investigate it properly.

This does not affect your statutory rights in relation to goods that were faulty when supplied.

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Chargebacks and Payment Disputes

A chargeback is a formal financial dispute and should not be used as an alternative to contacting us for a refund, replacement or help with an order.

Unfortunately, we have experienced unjustified aswell as fraudulent chargeback claims and, as a result, we take all payment disputes very seriously and formally challenge chargebacks where our records show that an order was correctly supplied, delivered or otherwise fulfilled.

If you have a problem with an order, please contact us first and give us a reasonable opportunity to resolve it.

 

If you have emailed and have not received a response within 2 working days, please follow up. Occasionally genuine customer emails are filtered into junk or spam folders and may be missed.

Please do not assume that one unanswered email means we are unwilling to help and then immediately raise a chargeback. We are very happy to investigate missing items, delivery problems, damaged goods, refunds and other genuine order issues directly.

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Where a chargeback is found to contain false or misleading information, or appears to be fraudulent, we reserve the right to provide our full order, payment, correspondence and delivery records to the payment provider and to take any further action that may be appropriate.

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If there is a problem, please talk to us. In most cases we can resolve it far more quickly than a formal payment dispute.

 

Return postage

There is no additional returns fee from us, but the buyer is responsible for return-postage costs. We recommend a tracked service, as returned items remain the buyer’s responsibility until they reach us.

For international returns, describe the contents accurately on customs paperwork and follow the carrier’s current instructions.

If we have agreed to cover return postage for a faulty item, we will confirm which service to use; we cannot cover postage upgrades.

 

Packaging your return

Please package the item securely to prevent damage in transit. Reuse the original box and packaging where possible, especially for boxed items. Do not send boxed items in an unpadded mailing bag or a paper envelope. Include the completed returns form.

Refunds

Returns are handled in the order received, normally within 7 days. We inspect returned items before processing any qualifying refund to the original payment method. Card-processing times vary by provider and are outside our control.