Refund policy

Purchased but not personalized or shipped (Cancelation):

Your order will be issued as soon as possible after your purchase, within 3 hours after placing an order, you can request a cancelation. You will be charged a 5% processing fee. 

Product has been personalized/shipped/delivered but unused:

  • Within 14 days of receipt of your order, you may request a refund.
  • For personalized products (name printed dolls/backpacks), the product will be arranged for personalization within 6 to 12 hours after the order placed. Due to the specificity of the personalized product, once the product finished personalized, if you apply for a refund, you will be charged up to 40% restocking fee. (this is withheld from refund). 
  • For the 40% restocking fee, please understand that any personalized items are not able to be resold, if you have decided to take a refund, please reject this package when it arrives. After the package returned to us, we will donate the doll in your name or your daughter's name to children in poor mountainous areas of Indonesia, China, and Sri Lanka. The restocking fee you offered will cover the shipping cost and helps us spread your love to the world.
  • To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
  • We do not offer free return shipping, nor do we refund any fees incurred for shipping returns.
  • ***Limited edition product(s) cannot be refunded or returned after the order placed unless the product(s) is faulty before received.
  • To claim a return, you can contact us at Items sent back to us without first requesting a return will not be accepted.
  • You can always contact us for any return question at .

Used products:

  • We do not offer returns except in EXTREME cases of breakage/malfunction.
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
The customer must email for a return authorization prior to sending any product back to Or the refund will not be issued and the customer will have to pay the shipping to get the item returned, or, sacrifice the item.
If your approved return passes our inspection, you may receive an exchange or a refund. 
(Please contact to get the nearest return address in your area)
Please send us a notification after you ship the item out and you need to provide a tracking number. Once we received the item you sent and check the item is in good condition, we will exchange or give you a refund. This will be issued in 2 days.

Late or missing refunds:

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at .

Shipping damage claims:

We are proud of our products, but we can't control the shipment. In some extreme cases, the item you receive may be damaged during transportation, so you should check the item in good condition when receiving it. If the unfortunate thing really happens, please provide us with the photo or video and contact us at
Notice: we will not accept Shipping Damage Claims later than 14 days from receipt of products.

Refund notifications:

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.