Policy · Cancellation & Returnss
Cancellation & Returns
Clear refund windows · evidence-driven after-sales · privacy-first coordination
Time windowsRefund rates depend on order age
Email coordinationWe confirm steps before actions
Photos & videosFor verification and resolution
Re-molded ordersOnly mold-custom (re-mold/re-model) orders are excluded — not regular option selections.
Refund processing: Refunds typically take 3–10 business days to return to your account. The exact arrival time depends on your bank.
Cancellation Policy
> Regular Orders
A full refund will be issued for cancellations made within 2 hours after order, excluding credit card processing fees. An 80% refund will be issued for cancellations made within 6 hours after order, excluding credit card processing fees. An 60% refund will be issued for cancellations made within 6~24 hours after order, excluding credit card processing fees. Orders older than 24 hours are non-refundable.
| Order Age | Refund Rate | Notes |
|---|---|---|
| Within 2 hours | 100% | Excluding credit card processing fees. |
| Within 6 hours | 80% | Excluding credit card processing fees. |
| 6–24 hours | 60% | Excluding credit card processing fees. |
| Older than 24 hours | Non-refundable% | Order cannot be cancelled for refund. |
Refund timeline: Refunds typically take 3–10 business days to be returned to your account. The exact time of arrival depends on your bank.
> Re-molded (Mold-Custom) Orders
Definition: “Re-molded (mold-custom)” refers only to orders involving re-mold/re-model work (custom mold changes made specifically for you). Regular selectable product options are not considered “re-molded/mold-custom.”
Re-molded (mold-custom) orders — meaning dolls that are re-molded/re-modeled to your specific requirements (custom mold work) — are non-cancellable.
Why excluded?Re-molding/re-modeling starts quickly and uses dedicated production resources.
Need changes?If you only selected regular product options, contact support ASAP — we’ll confirm what can still be adjusted.