We are committed to providing high-quality products, and your satisfaction is our priority. To protect your rights, please read the following policies carefully:

🛑 Order Cancellation Policy

  • Within 4 hours of payment: Eligible for a full refund.
  • Within 4–24 hours of payment: Eligible for an 80% refund.

After 24 hours:

  • In-stock dolls: Once the packing and shipping process has started, the order cannot be canceled. If you insist on canceling, you will be responsible for the shipping cost, and 40% of the order amount will be deducted as a handling fee (including labor, packaging, and material costs).
  • Custom dolls: Production begins immediately after payment. Since custom dolls are made according to your unique specifications and cannot be resold, cancellation is not possible once production has started.

⚠️ Note: Please carefully check all product details within 4 hours after payment.

📦 Out-of-Stock Situations

In the rare event that an in-stock doll you ordered is out of stock, we will notify you immediately and provide two solutions:

  • Free Replacement: You may select another doll from our available stock. We will refund or charge the price difference and offer additional compensation for the inconvenience.

Full Refund: If you do not wish to replace, we will issue a full refund.

✅ Returns & Quality Guarantee

Every doll undergoes strict quality control before shipment. If your doll arrives with a major quality issue (e.g., a non-human-caused tear, rip, or significant defect), you are eligible for a return or exchange.

To ensure a smooth process:

  • Inspect your doll immediately upon delivery.
  • Report any issues within 7 days of delivery.
  • Provide a clear video (photos may also help) of the defect along with your order number.

🔧 Resolving Common Issues

  • Incorrect Doll: If the doll you received does not match your order, please provide an unboxing video that clearly shows the entire doll, head, shipping label, and packaging. Once confirmed, we will arrange a replacement.
  • Damaged Doll: Please report any damage to the shipping carrier immediately and then contact us. Depending on the severity, we may provide a repair kit, replacement, or refund.
  • Lost Packages: Please file a claim with the shipping carrier and notify us. For security, most of our shipments require an adult signature upon delivery.

📖 Important Notes

Hygiene & Safety: Due to the nature of our products, returns are generally not accepted for hygiene and safety reasons. If a return is approved, the doll must be unused and in brand-new condition.

Unauthorized Returns: ❌ You must contact us before returning any package. Unauthorized returns will not be refunded.

Custom Products: All custom-made and personalized dolls are final sale and non-returnable unless there is a genuine defect.

User-Induced Damage: ❌ We cannot replace a doll if damage is caused by improper use or handling. Please remember dolls are not indestructible and require proper care.

🎨 Custom Product Policy

Custom products are specially made according to your specifications and cannot be returned for non-quality issues (such as change of mind, personal preference, or expectation differences).
Our quality guarantee fully applies to custom products with genuine defects.

📬 Simple Returns Process

Contact Us: Email our support team with your order number and a short video of the issue. (If needed, we may request additional details to assist you faster.)

Await Review: Our team will review your request within 24–48 hours.

Receive Instructions: Once approved, you will receive detailed return or exchange instructions.

💳 Refund Process

Once a refund is approved for a cancellation or return, the amount will be credited back to your original payment method. Standard processing times are:

Credit/Debit Card: 6–10 business days

PayPal: Up to 7 business days

Klarna: Up to 7 business days

If you haven’t received your refund within the specified timeframe, please contact us for a refund reference number. You can then provide this number to your bank or payment provider for further assistance.

🙏 Thank you for choosing ColaDolls. We appreciate your trust and are committed to delivering high-quality products and excellent customer service. If you have any concerns, please don’t hesitate to contact us — we’re always here to help.[email protected]