Returns, Refunds & Cancellations

At EighteenDoll, we want your shopping experience to be clear, flexible, and worry-free. We understand that ordering a doll is a meaningful decision, and our team is always here to support you before and after your purchase.

To make everything as transparent as possible, we have outlined our cancellation, return, and refund policy below.

1. Cancellation Policy

Helpful Tips Before Placing an Order

We encourage every customer to review their order carefully before making payment. Since many dolls are made to order or customized according to your selected options, cancellations or changes may become limited once processing begins.

Please review the product details and options carefully before submitting your order.
Please make sure you are satisfied with your selected body, head, makeup, skin tone, and other custom choices.
If you have any questions before payment, please contact our support team first.

Flexible Cancellation Options

Within 4 hours of payment: 90% refund
Within 8 hours of payment: 80% refund
Within 24 hours of payment: 70% refund
After 24 hours: Custom orders cannot be canceled

Order processing usually begins within 24 hours after payment. Custom dolls may enter production, and in-stock dolls may begin packing or shipment preparation. Once materials are allocated or production has started, cancellation is no longer possible.

Additional Notes on In-Stock Items

Orders cannot be canceled once they have been shipped.
If cancellation is requested after shipment arrangements have already been made, related costs may be deducted from the refund.

Handling Out-of-Stock Items

If an item listed as in stock becomes unavailable, we will offer the following options:

Free replacement: Choose another available doll, with any price difference refunded or adjusted.
Full refund: Cancel the unavailable item and receive a full refund.

2. Return Policy

Inspect Your Doll Upon Arrival

Please inspect your package and doll carefully as soon as you receive them. If there is any issue, contact us within 24 hours of delivery.

We strongly recommend recording a full unboxing video and taking clear photos, as this will help us review and resolve your case more efficiently.

Resolution for Issues

Incorrect item: If the received doll does not match your order, please send us an unboxing video and clear photos for verification.
Damaged item: If the doll is damaged during shipping, please contact the carrier and our support team immediately.
Lost package: If your package is lost in transit, please notify both the shipping carrier and our team for assistance.

Important Notes

Returns are generally not accepted for adult products due to hygiene and safety reasons.
If a return is approved, the item must be unused and in brand-new condition.
Unauthorized returns will not be accepted.
Custom-made and personalized products are non-returnable.
Damage caused by improper use or handling is not covered.

3. Refund Policy

Contact Us First

If you have any issue with your order, please contact us directly before opening a dispute or chargeback. Our team will always do our best to provide a fair and prompt solution.