Last Updated: March 9, 2025
At TopLoveDoll, we are dedicated to your complete satisfaction and truly understand the personal and private nature of our products. We aim to make every aspect of your experience fair, transparent, and as smooth as possible. Please take a moment to review the details below.
Our Commitment to You
We stand behind the quality of every doll we create. If an issue arises due to our error (e.g., wrong item shipped) or a third-party logistics problem (e.g., damage in transit), we will handle it promptly and responsibly.
Simply contact us as soon as you receive the item, provide clear photos/videos of the issue (unopened package, visible damage, and close-ups of defects), and we will arrange a full refund, replacement, or repair at no cost to you.
We take full responsibility in these cases and work quickly to resolve everything to your satisfaction.
Cancellations
We process orders quickly, often within 24 hours, to ensure fast delivery.
- Within 24 hours of placing your order: You may request a cancellation and receive a 90% refund (a small 10% processing fee covers payment gateway charges and administrative costs).
- After 24 hours: If the order has entered processing or is on its way to shipment, cancellations are generally no longer eligible for refunds.
Returns for Non-Customized Items
For standard (non-customized) items, we accept returns only if the product is unused and in its original, unopened packaging, and the request is made within 3 days of delivery.
- A 15% restocking fee applies to cover inspection, repackaging, and handling.
- Return shipping costs are the customer’s responsibility.
Customized & Personalized Products
Customized items are made specifically to your preferences and are non-returnable once production or shipment begins. We work closely with you during the process — sending factory photos/videos for approval and making adjustments as needed — to ensure the final product meets your expectations.
Delivery & Customs Responsibilities
- Buyers are responsible for all import duties, taxes, and customs clearance fees if the customer chosed free shipping option.
- In cases of delivery failure due to buyer error (e.g., incorrect address, failure to respond to delivery attempts, or unresolved customs issues), return shipping and a 20% restocking fee may apply.
- If a package is refused without prior communication, the same fees will be deducted from any possible refund.
Quality Issues & Replacement
We take pride in our top-tier craftsmanship and are here to make things right. If you receive a damaged or defective item, please reach out immediately.
To help us assist you quickly, kindly provide:
- Clear, timestamped photos/videos of:
- The unopened package (including the shipping label and any visible damage)
- The product alongside its packaging
- Close-up images of the defect
We will review everything carefully and arrange a free replacement or refund based on the circumstances.
How to Contact Us
Please reach out to our support team at support@toplovedoll.com within the applicable timeframe. Include your order number, a clear explanation of the issue, and any supporting photos/videos.
We truly value every customer and strive to make your experience positive from start to finish. This policy helps us maintain the highest standards of hygiene, quality, and trust for everyone in our community.
Thank you for choosing TopLoveDoll. We’re here to help you every step of the way.
Note: This policy does not affect your statutory rights under applicable consumer protection laws.
