Q: What if the item I received is damaged or defective ?
A: All items are carefully inspected before shipping, if you received a damaged item, please send clear pictures of the defect(s) within 7 days after the reception and we'll discuss to get you a new one or a refund.
If the product has been damaged by the post, we cannot be held responsible for this, but we'll help you to get a refund and we'll open a claim to the post office.
Item damaged by the purchaser due to bad handeling won't be refunded.
Q: Can I get a fantasy skin for my bjd ?
A: I am sorry but I cannot order a special skin color for a single person. Limited skin colors will be available during specific periods.
Q: Can I get a customized item ?
A: If you want special color for an item (except BJD doll) or if you have any special request, please contact me so we can discuss about that !
Q: Can I get a special makeup for my bjd ?
A: For the moment, I don't offer personalized makeup. If you order a makeup option for your doll, it will looks like the promotion pictures.
Q: I just ordered a product, when am I supposed to receive it ?
A: If it's an « in stock » product, your item will be sent within a week via the appropriate shipping method. Shipping time is around 3 working days for France and 10 working days for the rest of the world.
If your item is a doll in « pre-order », you'll normaly receive it within 120 working days after you placed your order.
Q: I just paid my order, but I want to cancel it, can I have a refund ?
A: If you bought a « in stock » item, you have, by the law, the right to cancel your order within 7 days and get a full refund.
If your item was a pre-ordered item especialy made for you, you cannot cancel it.
Q: How can I pay my order ?
A: You can pay via Paypal (paypal account or credit card) or via bank check and bank transfert ( processing time will be longer and the item will only be shipped once the payment appears on the bank account).
Q: Do you offer layaway method ?
A: Yes, we offer layaway method for certain items such as dolls. For more informations please visit the « Payment and shipping » page.
Q: What shipping methods are you proposing ?
A: For dolls and large items, the shipping method is insured and tracked Colissimo for France and EU and EMS for the rest of the world.
For smaller items such as eyes, the shipping method is tracking letter.
Q: Where can I track my parcel ?
A: All packages can be track on https://www.laposte.fr/outils/suivre-vos-envois or https://m.17track.net/fr
Q: Can you undervalue my package and mark it as gift to avoid custom fees ?
A: In compliance with the law, the value of products specified on the shipping label must match that of the package content. So unfortunately we cannot accept any requests for alteration of declared content, or removal or required information etc.
Q: What are the shipping time for my country ?
A: That's depends if your item has been sent via parcel such as colissimo, EMS or tracking letter and your country customs.
Colissimo and EMS takes around 7 working days, tracking letter about 3 days for France and up to 21 days for overseas.
Q: My package seems to be blocked at customs, what can I do ?
A: Some country customs may take time to process your parcel, especially during holidays times, please be patient and contact your local post office if you have any problem. Do not hesitate to contact me.
Q: My package was opened by customs, what can I do ?
A: Some countries may require that packages be opened during customs inspections. Unfortunately, there is nothing our store can do to prevent this and we cannot be held responsible for the actions of customs officials. Please be advised that we cannot provide compensation or exchanges for any items lost, seized, or damaged during customs inspections.
Q: Why was I asked to pay extra fees to receive my package ?
A: Some countries may require customers to pay import fees in order to receive their packages. These fees are paid to your local government and our shop unfortunately has no control over them. Please consider any import fees you may be obligated to pay before placing an order at our shop. Our shop is unable to undervalue shipments or mark them as "Gift" to avoid customs fees.
Q: My package was returned to you, can you reship ?
A: Yes, we can reship your item once the package returns to our company but postage fees for initial delivery are non-refundableand re-shipment fees would be required to be paid to re-ship your items.
Please note :
- Packages may be returned to us because they remained unclaimed beyond their retention period, the wrong address was specified, etc.
- Packages may take longer to return to us even if they were initially shipped with EMS, as return shipments are not considered a priority.
- Items will be re-shipped in the same condition as they were when received at our company,