Returns

Reborn Dolls

We take great pride in our workmanship and the quality of our products. Our customers are kept informed throughout the reborn process with plenty of pictures, which allows ample time for errors to be noticed or addressed. Thus we do not offer refunds on reborn baby dolls due to the highly customizable nature of art dolls. Should you wish to see more pictures or have questions about a non-custom (nursery) baby doll, we strongly suggest getting in touch with us to clarify any such inquiries before making payment. All reborn doll sales are final, regardless of the type of reborn doll being purchased.

Exception :

We carefully package your baby doll for protection and safety during his/her trip home and we keep pictures on record proving same. Should your baby doll however arrive damaged for some reason beyond our control after it left our care, you can follow the process below to enable us to lodge a shipping damage claim:

1. Contact us to initiate the claim. We will require proof of damages.
2. We will file a shipping claim directly with the carrier.
3. Once the claim is accepted, we will make arrangements for the return of the damaged items depending on the carrier’s instructions. All damaged items must be in its original packaging.
4. We will keep you informed of the claim status.
5. Claims are settled via original payment method within 5 (five) business days following receipt of insurance proceeds from the shipper. Please remember there may be a delay for your bank or credit card company to process and post the refund as well.
6. If more than 15 business days have passed after we confirmed settlement of the claim, please contact us.

Other Products

In the event that an error was made by us, such as dispatching a faulty or wrong item, we will accept the return of all undamaged items that were purchased and fulfilled through us, subject to the process below:

1. Contact us to request return of goods within seven (7) days after delivery.
2. Upon approval of the return request, confirmation containing all relevant information will be sent electronically to the customer.
3. A copy of the confirmation must be included with all the item(s) that are being returned.
4. All items must be in the original packaging.

Customers who meet our return requests criteria may be eligible to receive up to a full refund of their purchase, excluding shipping costs, within five (5) to seven (7) business days after receipt of the returned goods. Shipping charges are not refundable. Return shipping charges are the Customer’s responsibility.

Refunds

Absolutely NO exchanges or refunds will be entertained under any circumstances with specific regards to:

• Buyer’s remorse, abuse, negligence or failure to bond.
• Items returned to us outside of our Returns Policy processes.
• Items which have been marked, painted, rooted, damaged or in any other way making them unfit for resale.
• Items purchased through another retailer.

Cancellations

You may cancel your order within 24 hours. No cancellations will be accepted after this time window has lapsed.

Need help?

Contact us for questions related to refunds and returns.