Buyer Protection

Learn to protect your purchase, quick review FAQ of the Buyer Protection before you place the sex dolls orders.

Orders before shipment.

• After receiving your order, we will contact you via email within 24 hours to double-check the order details. Please check your email after placing your order.
• For orders shipped from our EU&US warehouses, please contact customer service within 6 hours of placing your order if you wish to modify order information or cancel it.
• For customized orders, if you need to cancel or modify the configuration within 48 hours of placing the order, please contact customer service.
• For customized orders,production time is 7-10 days. Some best selling may require a slightly longer production time due to high demand.
• After production is completed, we will send you shipping photos and videos for confirmation. After confirmation, We will confirm your shipping address and arrange your shipment.

Shipment And Tracking

• Orders from our EU&US warehouse are generally provided with tracking information within 48 hours. Shipping may be delayed during holidays or peak seasons. If your package is delayed or held in transit, please contact us as soon as possible.
  After your customized order is approved and we arrange shipment, we will provide the tracking number within 2-3 days.
• Customized orders are shipped directly from the factory. Custom inspections are normal, and we will provide accurate feedback based on the information from the freight company. If the packages are detained by customs, we will actively cooperate with the freight company, providing relevant documentation to ensure safe delivery. If the package are indeed detained and cannot be cleared, we can resend the package.
• If you need to change the address after the doll have been shipped, we will contact the freight forwarding company, which will incur additional costs. Please confirm the address before shipping to ensure it is correct.

Delivery

After your order has been shipped, please monitor the tracking information and arrange a suitable delivery time with the carrier to avoid failed delivery.

• If the package is unclaimed, you can negotiate with the delivery company to have it left at your doorstep or a package collection point.
• If the recipient cannot be contacted and multiple deliveries are unsuccessful, the doll will be returned to the overseas warehouse. Any return shipping fees incurred will be the responsibility of the recipient.

Packaging Box Inspection

• When your package is successfully delivered, you can take a photo as a record or ask the delivery person to take a photo of the delivery location as proof of delivery.
• When signing for your package, please check the outer box for damage, signs of rough handling (being delivered upside down), or signs of tampering. If you find any problems, please file a complaint, refuse delivery, or apply for compensation immediately, and provide us with timely feedback.

Dolls’ Unboxing

Before unpacking, please prepare unpacking tools and photography equipment (phone, camera).It is recommended to film the entire unpacking process:

• Check if the outer box is damaged or has been opened.
• Open the package and check that all the contents match your order, including the wig, clothing, accessories, gifts,etc.
• Check if the doll’s limbs and head sculpt are properly packaged. Be careful when handling the doll out of the box to avoid damage.
• After unpacking, check the doll’s skeleton and appearance for      
• If any damage, discoloration, cracks, or broken skeleton is found, please contact customer service immediately for assistance.

After-sales issue

First, if you discover any problems, please contact customer service immediately, provide the relevant shipping label, photos of the outer packaging, and unpacking photos and videos and describe the issue.

Partial Refund Policy

• If you find any accessories or missing items during unpacking, please contact customer service immediately for replacements.
• For minor blemishes or tears caused by non-violent factors, you can mail in repair tools to repair them yourself or request compensation based on the extent of the damage.
• If some functions are malfunctioning due to non-violent factors, please contact customer service and submit an unpacking video for a replacement doll with normal functionality.
• For tears in the passageway caused by non-violent factors, please contact customer service and submit an unpacking video for a replacement doll with repair tools or a new, undamaged doll.

Full Refund Policy

• Incorrect address provided by the sender.
• Fractured skeleton due to non-violent causes.
• The doll was severely damaged during shipping, making it unusable.
• Severely damaged functionality due to quality issues rendering the doll unusable.

In any of the above cases, we will verify the issue and arrange to send you a replacement doll.

No Refund Policy

• Orders cancelled before shipment or during transit will not be refunded.
• If the recipient enters an incorrect address, the customer or agent will be responsible for any costs incurred in correcting the address.
• If the goods are returned due to more than three failed delivery attempts, the customer will be responsible for the return shipping costs.
• Fractured frames caused by human error are not covered by after-sales service. Customers can pay for the cost of sending the item back to the factory for repair.
• Damage to the doll caused by improper use of the electric functions as instructed in the manual is not covered by after-sales service.
• Damage to the doll caused by use outside the product’s normal operating range is not covered by after-sales service.
• Non-genuine Dolls Castle products and second-hand Dolls Castle products are not covered by after-sales service.

support

• As our dolls are highly customized products, after-sales issues may involve various complex and unpredictable factors. If any concerns arise, we encourage both parties to resolve them through open and friendly communication. We are committed to fair business practices and to fostering a positive and trustworthy trading environment.
• We are committed to protecting our customers’ rights, interests, and privacy.
• Our customer support team is available 24/7 customer service to assist you whenever you need help, Production at [email protected], Tracking at [email protected].

Legal Basis

Dolls Castle fully complies with and follows all applicable laws and regulations in Hong Kong.