Shipping, returns & store policy.

1. Discreet Billing:

Your purchase will be billed under the name "CHAMPS". This identifier will appear on your credit card or billing statement. Please take note of this to avoid any confusion when reviewing your statement.

2. Manufacture Lead Time:

2.1 Existing Collection

Brand Production Lead Time

Fanreal 4 to 8 weeks

Tayu 60 days

Irontech Silicone 60 days

Elsa Babe 35 to 50 days

WM Doll TPE 2 to 3 weeks

Funwest 2 to 4 weeks

Starpery TPE 4 to 6 weeks

Starpery Silicone 6 to 8 weeks

Gynoid 8 to 12 weeks

Zelex Doll 4 to 6 weeks

Game Lady 4 to 8 weeks

Zelex SLE Series 2 days

JY Doll 2 to 3 weeks

Sino-doll with wig 30 days

Sino-doll with hair implantation At least 45 days (+15 days with hair implantation)

Sino-doll with RS Options At least 60 days (+15 days with hair implantation)

T-Sino with RS At least 45 days (+15 days with hair implantation)

T-Sino with RRS At least 60 days (+15 days with hair implantation)

SE Doll 2 to 3 weeks

Other Silicone Dolls 3 to 6 weeks

Other TPE Dolls 2 to 4 weeks

2.2 Doll Creation with Custom Face

TPE and Silicone Dolls: 45 days

2.3 Doll Creation with Custom Face & Custom Body

TPE and Silicone Dolls: 60 to 90 days

3. Pre-Shipment Procedures:

For custom-made dolls or torsos shipped from China, we will send pre-shipment photos once your order is ready for your validation before shipping. These validation emails will be sent from [email protected] to the email address you provided during your order. No order will be shipped without your validation, so please whitelist our email address and regularly check your inbox, including the spam folder. If no response is received within five business days, we will try to contact you via the phone number provided. There will not be pre-shipment photos provided for in-stock dolls. Any additional requests or modifications will incur extra costs and may delay shipping.

4. Shipping & Packaging:

4.1 Average Shipping Lead Time (Post-Production)

Shipping times are indicative and adjusted based on updates from our freight forwarders.

The USA and Canada: 7 to 12 days - Free

European Union: 5 to 10 weeks - By Air $100 to $300 extra shipping fees, 

By Rail: 1 to 2 months - Free

Isreal, Switzerland, Norway: 10 to 15 days - Free (Buyer has to clear customs personally and is responsible for taxes such as GST and VAT)

UK: 10 to 15 days - Free

Australia: 10 to 15 days - By Air $100 to $300 extra shipping fees, By Sea Freight: 1 to 2 months - Free 

Romania: 10 to 15 days: $100 to $300 extra shipping fees

Israel, Turkey: 10 to 25 days - By Air $100 to $300 extra shipping fees

New Zealand: 10 to 25 days - By Air $100 to $300 extra shipping fees, By Sea Freight: 1 to 2 months - Free (Buyer has to clear customs personally and is responsible for taxes such as GST and VAT)

Chile, South Africa: 10 to 25 days at least $300 extra shipping fees (Buyer has to clear customs personally and is responsible for taxes such as GST and VAT)

Japan, Singapore, Taiwan: 5 to 8 days - Free

Russia: 45 to 65 days - at least $300 extra shipping fees (Buyer has to clear customs personally and is responsible for taxes such as GST and VAT)

During peak periods (e.g., Chinese New Year, Christmas), shipping times may be significantly delayed. Delays due to Force Majeure events (natural disasters, wars, transportation incidents, etc.) are beyond our control, and we are not liable for delays in such cases. If a Force Majeure event delays delivery beyond six weeks, we will make efforts to deliver a new product within an additional period considering standard production and shipping times.

4.2 Packaging

We offer worldwide shipping in discrete, sealed packaging. Once the doll leaves our factory, you will receive a tracking number to monitor the shipping progress.

4.3 Flight Case

If a flight case is purchased with a doll or torso, it will be custom-made for your order and used as packaging to protect the item during transport. Expect minor scratches or cracks on the flight case, which will not be grounds for refunds.

If you have any further questions, please contact our support team at [email protected]

5. Returns & Cancellations:

5.1 Faulty Items

If you selected the default options and your doll does not match the initial photo on the doll's page, contact our customer service upon receiving your doll. We will arrange for an immediate replacement or send you replacement parts, depending on the issue. The doll must be returned to us within 14 days of receipt. For sanitary reasons, we only replace unused dolls. "Unused" means not cleaned, not stained, not powdered, not oiled, and no sexual activity. Keep the doll in its original packaging; if the original packaging is lost, provide an alternative that offers similar protection.

Please note that your doll might look different from the photo if you don't choose the default options such as default skin tone, eye color, wig, or body. Slight variances are expected. The following elements will not be considered faulty:

Minor Skin Color Differences or Imperfections: Due to TPE or Silicone molding, minor color differences and skin imperfections are normal. The skin color may also vary between screen images and real life.

Mold Marks: Injection points and mold closure lines may be visible. For silicone dolls, these marks are unavoidable and irreparable.

Finger & Toe Nails: Nails may become loose during shipping. Light nail glue can be used to reattach them.

Eyelashes: Eyelashes can become loose during shipping and can be reattached with TPE or silicone-safe glue.

Nipples/Areolas: Manual painting can lead to slight asymmetries and color differences.

Transportation Damage: Scuffs, creases, indentations, and small cuts can occur. We will offer repair solutions for such damage, which are usually easy to repair.

Implants: Some dolls use human hair, leading to small color differences.

Head Proportions: Doll heads have fixed proportions and might appear larger or smaller on certain bodies. We do not allow certain head/body combinations if the result is unsatisfactory. If you have any doubts, contact us before ordering.

Neck Gap: Non-all-in-one models will have a gap between the neck and head.

Smell: New dolls, especially TPE dolls, can have a strong production smell.

Skeleton: Metal skeletons have weak links. Follow guidelines to avoid breakage.

Joints: Joint stiffness varies and changes over time. Avoid using too much force.

Makeup: Facial makeup can fade with contact or washing.

Makeup Differences: Since makeup is done manually, slight differences from photos are expected.

Body Measurements & Weight Variance: ±3cm and ±3kg differences are common.

Standing: Dolls are heavy and challenging to stand. Follow guidelines to avoid damage.

Body Painting: Extra layers may fade/peel, especially with frequent use.

Hair Implants: Implanted hair is fragile; handle with care.

Love Holes: Always use proper lubrication to avoid damage.

Armpits: Prone to tearing, especially in TPE dolls.

Breasts: Breasts can deflate over time. Contact us for maintenance kits.

Heating: Heating functions may cause overheating damage. We recommend using a heating blanket and USB heater stick.

Auto-Sucking Vagina & Electronic Features: We advise against using these features due to high malfunction rates and potential for injury. We do not offer after-sales service for these features.

Read our FAQ section carefully to avoid damage to your doll. Damage caused by user negligence is not covered.

5.2 Damaged Items

If your package and doll are seriously damaged during shipping, refuse the package and file a claim immediately with the transporter. You can then request a return without extra fees.

Upon receiving your package, please make an unboxing video and check for any missing or damaged parts. If you find any issues, file a claim with the transporter and communicate the case number to us within 48 hours. Do not use the doll and keep it in its original packaging.

Depending on the damage, we may send a replacement doll, replacement parts, or repair kits. The doll must be returned to us within 14 days of receipt if you choose a replacement. For sanitary reasons, we only replace unused dolls.

If the damage is reparable, we will provide repair materials and videos. The client is expected to perform the repair themselves in most cases.

Damage from mishandling (e.g., exposure to heat, incorrect positioning, staining) is not covered without a proper unboxing video.

5.3 Change of Mind / Cancellation Policy

You can modify or cancel your order within 24 hours of placing it unless the product has already been shipped. Email us at support@dollsactually with your order reference for an immediate refund.

All order cancellations incur a transaction fee of $100 + 7% of the order amount.

We do not stock sex dolls, heads, or robotic features; all are made to order. We wait 24 hours before starting production to allow for changes or cancellations. If you request immediate production, you waive the right to cancel.

After the 24-hour cooling-off period or if you requested immediate production, you will not be able to cancel your order.

If your order was placed using Bank/Wire Transfer or PayPal Invoice, confirm payment within 24 hours. Unconfirmed orders may be cancelled.

5.4 Shipping Costs

You are responsible for paying shipping costs for returning products. We advise using a tracked service with insurance for items over $800. Shipping costs are non-refundable. Return shipping time varies by location and method.

If a product is returned due to negligence (e.g., not picking up the product, incorrect address, refusal to pay import taxes), you are responsible for all return shipping and handling costs, which can exceed $1000 for heavy items.

5.5 Special Disclosures and Returns & Cancellations Conditions for European Clients

European clients are protected by local EU regulations when purchasing from Dolls Actually. We must provide a link to the Online Dispute Resolution platform: ec.europa.eu/consumers/odr.

Our returns & cancellations policy for EU clients is identical to 5.1, 5.2, 5.3, and 5.4. 

14-Day Cooling-Off Period:

In the EU, you have the right to return online purchases within 14 days for a full refund without explanation. This does not apply to goods made to order or personalized, such as sex dolls, heads, or robotic features.

If you have used the item, the 14-day cooling-off period expires immediately, and no exchange is possible for used items.

Since our dolls are made to order and shipped from China, the 14-day cooling-off period does not apply. However, our 24-hour cooling-off period allows cancellation or modification within 24 hours of placing your order unless you waive this right for immediate production.

The cooling-off period ends 14 days after receiving your goods. If the period ends on a non-working day, it extends to the next working day.

How to Cancel a Purchase:

Cancellation for sex dolls, heads, and robotic features is only possible within 24 hours of placing your order. Notify us if you wish to cancel by email, written statement with the returned goods, or our online returns form.

You must return goods within 14 days of informing us, at your own cost. Refer to 5.4 for shipping cost details.

Getting a Refund:

Refunds for sex dolls, heads, and robotic features are only possible within 24 hours of placing your order. We will refund you within 14 days of receiving your cancellation request, including shipping charges unless you requested non-standard delivery.

Model Withdrawal Form:

To cancel your order, email us [email protected]

5.6 Fraudulent Dispute and Chargeback Policy

We are committed to providing high-quality products and customer service. However, we must protect our business against fraudulent activities such as friendly fraud.

Policy on Fraudulent Disputes and Chargebacks:

Investigation: We will thoroughly investigate chargeback or dispute claims and attempt to resolve them directly with the customer. If found fraudulent, we reserve the right to take legal action.

Procedure Costs Fee: For fraudulent disputes, we will impose a Procedure Costs Fee of 20% of the item's value, with a minimum charge of $250.

Legal Penalty Interest: In addition to the Procedure Costs Fee, customers may be subject to legal penalty interest and recovery of all legal fees associated with pursuing the funds.

Legal Action: We reserve the right to take legal action against individuals engaging in fraud.

By purchasing from our website, customers agree to these terms. Thank you for maintaining a fair transaction environment.

6. Import Taxes and VAT

Due to new European Union VAT rules effective July 1, 2021, we only accept orders from EU clients if the order amount exceeds €200.

6.1 Who is Importing the Products

We offer a service to pay import duty in advance for EU, USA, Singapore, Malaysia, Japan and Russia customers.

We do not stock accessories, sex toys, or dolls. All products are made to order in China and shipped directly to you from our factories via logistics partners like UPS, FedEx, or DHL. You will receive a tracking number upon shipment.

At no time does Dolls Actually own the products when they enter your country. You are responsible for import taxes and VAT as the importer.

6.2 Customs Duties & Customs Clearance

Shipping times and customs clearance details vary by country.

Torso Definition and Customs Clearance Policy

For reference purposes, the torso is defined as the central section of the human body, extending from the neck down to the pelvis.

We handle customs clearance for the EU, Russia, and the USA. For other countries, the process is generally straightforward, and we will assist you to the best of our ability. While problems are rare, please respond promptly to any customs inquiries to ensure timely delivery of your doll.

As with all imported high-end products, additional efforts or documents may be required for customers in Canada, Australia, New Zealand, Japan, Singapore, Taiwan, the UK, Norway, Romania, Switzerland, Israel, and Serbia to receive their sex dolls on time.

For full-size sex dolls and sex dolls with robotic features, we offer a service that helps you prepay import duties if you live in the European Union, the USA, or Russia. Customers in Canada, Australia, New Zealand, Japan, Singapore, Taiwan, Norway, Romania, Switzerland, Israel, and Serbia may have to pay customs duties due to local regulations.

Due to significantly higher shipping costs to Australia and New Zealand, we charge an extra $100 to $300 shipping fee depending on the package weight and size. Please contact us at [email protected] for more information.

For small packages (i.e., sex toys, small accessories, sex doll heads, glue, etc.), we do not offer a delivered duty paid service or customs clearance. You may be required to pay customs duties on your purchase, regardless of your location.

We aim to delight our customers and provide the best service to build a long-lasting relationship.

Pre-shipment Photos

Pre-shipment photos of your doll may be used for marketing purposes unless you explicitly request otherwise. We do not disclose any personal information about our customers, except for the destination country, when using these photos.

Governing Law and Competent Courts

These Terms of Service and any separate agreements whereby we provide you Services or Products shall be governed by and construed in accordance with the laws of Singapore. In the event of a dispute, the competent courts are the courts of Singapore.

Important Warning About Our Products

All products we sell should only be used by adults in good physical condition.

Dolls are heavy products that could cause serious injury or even death if they fall on someone.

Similarly, dolls can cause significant damage to objects or property if they fall. Dolls are not stable while standing. If you wish to put your doll in a standing position or any position where it could fall, it is your responsibility to ensure it is sufficiently stable and will not fall on anybody or anything.

Dolls can be very heavy and should only be carried by individuals in good physical condition and with sufficient strength. We recommend that dolls weighing more than 20 kg/44 lbs be carried by at least two people. Like any heavy object, carrying a doll without proper strength and good physical condition could cause serious injury.

Dolls with exterior bolts on their feet can cause damage to objects or floors (e.g., wooden floors). Please ensure the feet and/or floor are sufficiently protected to avoid damage.

The heating feature of dolls is notoriously problematic, and we decline any responsibility related to its use. Overheating can damage the doll, lead to serious injury or death, and/or cause fire. The function can also cause short circuits and/or electrocution. Please use this function at your own risk and monitor the doll at all times when this function is turned on or when the doll is plugged in. We do not provide any after-sales service for this option.

We also do not recommend the use of dolls' electronic options such as the automatic sucking vagina option or the moaning option. These features are often unreliable, break easily, and generally receive negative feedback from customers. Electronic options that interact with body parts can cause serious injuries. Please use these options at your own risk. We do not provide any after-sales service for dolls' electronic options.

Provision for Order Cancellation Due to Website Errors

At Dolls Actually, we strive to ensure accuracy and reliability in all aspects of our service. However, on rare occasions, our website may display incorrect information due to technical glitches, bugs, or other unforeseen errors. In such cases, we reserve the right to void orders that are affected by these issues.

This includes, but is not limited to, the following scenarios:

Incorrect options or configurations: If a bug or error results in an order being placed with incorrect product options or configurations that are not actually available or intended for sale, we may need to cancel the order. We will promptly notify you and offer assistance in placing a new order with the correct options.

Mispricing: Prices displayed on our website are subject to change. In the event of a clear mispricing caused by a website error, orders placed with these incorrect prices may be cancelled. We understand the inconvenience this may cause and will work with you to find a suitable solution, such as reordering at the correct price.

Expired discounts or promotions: Occasionally, expired discounts or promotions might erroneously remain visible on our product pages. Orders placed with such expired offers are subject to cancellation. We will inform you of such occurrences and guide how to proceed with a new order without the expired discount.

In all cases, our team is committed to providing clear communication and support to resolve any issues promptly and satisfactorily. If your order is affected by any of these scenarios, our customer service team will reach out to you directly to discuss the next steps.