Inspect your delivery on arrival
Most problems with large parcels are caused in transit, and they are far easier to resolve when they are reported straight away. As soon as your parcel arrives, look at the outer box before you sign for it. If the carton is crushed, torn, wet or visibly opened, photograph it with the courier present, note the damage on the delivery receipt where possible and contact us the same day.
Then open the package carefully, ideally with a second person for lifesize dolls, using a blade only on the outer tape and keeping it away from the contents. Compare what you have received against your order confirmation. Check the doll, the head, the wig, the accessories and any included kit. Take clear photographs and keep the packaging until you are satisfied. These steps take a few minutes and make any claim straightforward.
How returns work for intimate products
Because these are intimate products, strict hygiene rules apply. In general, opened or used items cannot be returned, because they cannot be resold safely. The principles are straightforward:
- Damaged on arrival: report it promptly with photographs of the outer box, the packaging and the damage. We work with the supplier and carrier to repair, replace or refund as appropriate.
- Faulty or defective: if a product has a manufacturing fault, contact us promptly with photographs or a short video showing the problem and your order number.
- Wrong item or missing parts: tell us as soon as you notice, and keep the packaging.
- Change of mind: opened or used intimate products are not returnable for hygiene reasons. Unopened, factory-sealed items may be eligible depending on the product and its production status. Ask us before you ship anything back.
- Made-to-order or customised dolls: these are produced specially for you and cannot normally be returned for a change of mind.
The exact return window and conditions are stated on your order confirmation and in the shop’s policy pages, and they apply in addition to any rights you have under local consumer law. Please do not send anything back without our written authorisation and a returns reference.
Cleaning your doll
A simple, regular cleaning routine keeps a doll fresh and extends its life. This is general care guidance and not medical advice.
- Use warm water and a mild, fragrance-free cleanser. Avoid harsh solvents, alcohol-heavy products, bleach and abrasive scrubs, which can damage the surface.
- Clean gently with a soft cloth or sponge, paying attention to joints and creases where moisture can linger.
- Rinse thoroughly to remove any soap residue.
- Dry completely. Pat dry with a clean, lint-free towel and allow to air dry. Moisture left in creases or openings is the most common cause of odour and surface problems.
- For TPE, apply a little powder after drying to keep the surface smooth and reduce tackiness. Use a powder recommended for the material.
Silicone versus TPE care
| Silicone | TPE | |
|---|---|---|
| Cleaning | Warm water and mild cleanser; low porosity makes upkeep easier | Same, with extra care to dry thoroughly |
| Fabrics | Generally tolerant of most fabrics | Avoid dark, unwashed or dyed fabrics that can transfer colour |
| Heat | Tolerates moderate warmth | Keep away from strong heat and direct sunlight |
| Finishing | No powder needed | Light powdering after drying |
| Lubricants | Use water-based lubricants only | Use water-based lubricants only |
Handling, posing and lifting
Lifesize dolls are heavy, and the skeleton is designed to flex within a natural range of movement. Handle the doll like a delicate piece of equipment. Support the torso and hips when lifting, never lift by the head, neck or an arm, and ask for help with taller, heavier models. Pose gently, within the range of the joints, and avoid leaving the doll in an extreme position for long periods, which can strain the skin and joints. If you plan to dress your doll, choose clothing carefully and put it on slowly, supporting the limbs.
Storing your doll
The ideal storage location is cool, dry, shaded and secure. Avoid direct sunlight, radiators and damp areas. Lying flat on a supportive surface, or sitting with proper support, helps preserve the body shape. Keep the doll covered with a clean, light-coloured cloth or a dedicated storage bag, away from sharp objects, pets and children. Store the head upright or supported so that the neck is not strained, and keep wigs in a bag with a little care so that they do not tangle.
Preventing common problems
- Stains and colour transfer: avoid dark denim, unwashed fabric and inks against light skin tones.
- Tackiness: clean, dry and, for TPE, powder lightly; keep out of heat.
- Tears and cuts: keep away from sharp edges, jewellery and zippers, and be gentle around joints.
- Odour: usually a drying issue — clean and dry thoroughly, and allow to air.
- Deformation: avoid prolonged pressure or awkward poses; support the body during storage.
Minor repairs to small cuts or tears are often possible with the manufacturer’s repair kit, and we can advise on what is suitable. Please contact us before attempting a repair on a doll that is still covered by a fault claim.
Warranty and supplier support
As an authorised reseller, we work with our supplier network to resolve manufacturing issues. Warranty terms vary by factory and product, and are stated on the product page or in your order documents. Keep your order confirmation, as it is your proof of purchase. When you contact us, include your order number, photographs and a short description, and we will tell you the next step.
Contacting us about a problem
Use the contact form and choose the topic “Returns or damaged item”. Please do not include card numbers or passwords. We reply from a private address and keep every conversation confidential. For the privacy side of delivery, see discreet shipping and billing.