Custom Doll
For our custom-made dolls, we offer a 48-hour grace period from the time of purchase where you can request modifications at no additional cost (provided they align with our standard options). Beyond the initial 48 hours, our ability to accommodate changes depends entirely on the current stage of production. These requests will be evaluated on a case-by-case basis to ensure the structural integrity of your doll is maintained.

In-stock Doll
For in-stock items, modifications are only possible before the packaging and dispatch process begins. Once your order has been handed over to our carrier, no further changes can be made. Should you wish to exchange a doll after it has been shipped, the request will be processed under our standard return policy, with the customer responsible for all associated shipping and handling fees.

To request an order modification, please contact us.

Custom Order Cancellation
For custom creations, each request is evaluated based on its specific production stage. Once the artisan process begins and specialized materials are secured, these costs cannot be reversed. Consequently, if a cancellation is approved, a non-refundable fee of 5% to 30% will be applied, depending on the progress of your doll’s craftsmanship.

In-Stock Order Cancellation
For our in-stock collection, cancellations are only possible prior to packaging and dispatch. Once an order has been prepared or shipped, it can no longer be cancelled and must be processed as a return. In such cases, the customer will be responsible for all shipping costs (both ways) and professional repacking fees.

Standard Cancellation Schedule:
• Within 8 hours of purchase: 95% refund
• Within 24 hours of purchase: 85% refund
• After 24 hours: Orders are final and cannot be cancelled

Why We Charge Cancellation Fees?
At Lovaé Doll, we are committed to providing the highest quality products and exceptional service. While we understand that plans may change, cancellation fees are necessary to cover the non-recoverable costs incurred during the processing of your order. These include:
• Transaction Fees: When a purchase is made, payment service providers charge a processing fee that is non-refundable to us. Therefore, this fee is deducted from any refund.
• Custom Order Materials: For custom orders, once confirmed, specialized materials are immediately procured and production begins. These specific costs cannot be recovered once the artisan process has started.
• Logistics & Packaging: For in-stock items, costs are incurred once we begin the professional packaging process to ensure your doll's safe transit. Once an item is packed or dispatched, these fees and original shipping costs are non-refundable.
• Return Shipping: Please note that all return shipping costs are the responsibility of the customer.

As a premium boutique, we strive for transparency. Any charges are strictly based on the actual progress of your order, helping us maintain the high standards of service you expect from us. We sincerely appreciate your understanding and support.

At Lovaé Doll, we stand behind the craftsmanship of our companions. To ensure the highest standards of hygiene and safety for all our collectors, please review our comprehensive return and warranty policy.

Mandatory Inspection & Reporting
Upon delivery, please thoroughly inspect your doll from head to toe before any use. We require a complete unboxing video (showing the shipping label, outer box, and the doll) to verify any claims. Any dissatisfaction or discrepancies must be reported to us within 24 hours of receipt. Please note that products damaged due to improper handling or use are ineligible for return or exchange.

Warranty Coverage
We offer replacements, remakes, or partial refunds for the following verified scenarios:
• Order Discrepancies: If the doll significantly differs from our website images or factory photos, confirmed via your unboxing video.
• Transit Damage: If the package arrives severely damaged, please file a claim with the carrier (UPS/FedEx) immediately. We will provide repair kits for minor issues or arrange replacements for major structural damage.
• Lost Packages: If tracking shows "Delivered" but you have not received the item, please contact the carrier to file a claim. (We highly recommend requesting Adult Signature Service at checkout for added security).

Return Instructions & Hygiene Policy
DO NOT RETURN ANY ITEMS WITHOUT PRIOR AUTHORIZATION. Due to the intimate nature of our products, we strictly do not accept returns on used items for hygiene and health reasons. We ensure every customer receives a pristine, brand-new doll, and we maintain this standard rigorously. Returns are only considered for brand-new, unused items in their original packaging.

Refund Process & Deductions
Once a return is authorized and the item is inspected at our facility, refunds will be processed for dolls in original condition. The following non-refundable costs will be deducted from the final amount:
• Logistics: Original shipping costs and a 15%–25% restocking/repacking fee.
• Merchant Fees: Transaction fees from payment platforms (PayPal/Credit Card) which are not refunded to us.
• Return Freight: Customers are responsible for all return shipping arrangements and costs.
Important Notice: Any violation of this policy or fraudulent claims may be reported to credit agencies. We appreciate your cooperation in helping us maintain the premium quality of Lovaé Doll.

Refund Processing Times
Once your cancellation or refund request is approved, the funds will be returned to your original payment method.
The typical processing timeframe for Credit or Debit Cards is 7–10 business days. If you do not receive your refund within this period, please reach out to us for a transaction tracking number. With this number, you can contact your card issuer or bank for further details regarding the status of the transaction. Please note that the final processing speed is determined by your financial institution.

Important: Avoid Direct Chargebacks
As a professional boutique, Lovaé Doll is committed to your satisfaction and reliable after-sales support. We kindly ask that you contact us directly before considering a bank chargeback. Initiating a formal dispute often leads to unnecessary administrative fees and significant delays that hinder our ability to resolve your issue quickly.By reaching out to our team first, we can work together to find a fair and efficient solution, ensuring a smooth and hassle-free experience for you.

Notice Regarding Fraudulent Claims
Please be advised that Lovaé Doll maintains a zero-tolerance policy toward fraudulent chargebacks.
In the event of forced disputes or fraudulent claims made after receiving your order, we reserve the right to pursue all necessary legal actions to recover losses and protect our business integrity.
We are here to support you and ensure you are completely satisfied with your purchase.

Upon the arrival of your doll, it is crucial to perform a thorough head-to-toe inspection before use.To protect your investment, please record a complete unboxing video that includes the shipping label, the outer packaging, and the doll’s condition.Please refrain from using the doll until you have ensured it is in perfect condition.
Issue Resolution & Compensation If you find your doll is damaged or significantly differs from the description, please contact our support team immediately with clear photographic and video evidence.We will work with you to diagnose the issue and provide appropriate compensation, which may include a replacement, repair kit, or refund, depending on the severity of the case.

Order Discrepancies (Incorrect Items)
If the doll you receive looks significantly different from the factory photos or our website, please provide your unboxing video (showing the whole body, head, shipping label, and box). We will immediately investigate with our workshop and carrier to arrange a brand-new replacement for you.

Transit Damage Claims
If your package arrives with severe external damage, please file a claim with the shipping carrier immediately upon receipt. A replacement will be arranged based on the degree of damage. For minor issues, we will provide professional repair kits and guidance to assist you in restoring the doll.

Missing Packages
If the tracking status shows "Delivered" but you have not received your package, please contact the carrier (UPS/FedEx) to file a claim as soon as possible. To prevent loss, Lovaé Doll includes an Adult Signature Service for most shipments to ensure your order reaches you securely.

1. Minor Artisan Blemishes
As our dolls are crafted with premium materials, certain minor characteristics are inherent to the manufacturing process and are not considered defects.
These include: skin surface inconsistencies, slight scratches, indentations, micro-cuts, or mold seam lines (such as injection sites).
Loose fingernails, toenails, or eyelashes are also not covered, as these are designed to be replaceable or re-attached.
We use light adhesive for nails to allow for customization; should they loosen during transit, they can be easily re-secured with our provided lash and nail glue.
For minor surface marks or scrapes caused during shipping, Lovaé Doll will provide professional repair kits and guidance to assist you.

2. Handmade Uniqueness & Variations
Every Lovaé Doll is a unique piece of art, hand-finished by our artisans.
Please allow for a slight 1–3cm difference in measurements due to manual production.
Facial makeup, areola pigmentation, and skin tones may vary slightly due to screen displays or the hand-painting process.
While we strive for a 100% match to our photography, these artisan variations are permitted and expected.
Before dispatch, we send photos of your actual doll for approval. Please ensure service@lovae-doll.com.au is whitelisted to receive these updates.

3. Integrated Electronic Options (Heating & Moaning)
Please verify that all electronic features, such as heating and moaning functions, work perfectly upon receipt.
Our guarantee covers these features only at the point of delivery. Damage caused by internal wire disconnection or misuse during ownership is not covered.
For long-term heating needs, we recommend the use of an external heating blanket to preserve the doll's internal structure.

4. User-Induced Damage & Mismanagement
Each doll undergoes a rigorous quality check before shipping. Damage resulting from customer handling is not covered under warranty.
This includes: hyperextension of limbs leading to skeletal fractures, tearing of silicone openings, or skin staining from dark-colored clothing.
Lovaé Doll reserves the right to assess the source of damage based on the evidence provided, and all final decisions are at our sole discretion.

5. Weight Discrepancies
The weight listed on our product pages represents the base body weight.
Selecting premium options—such as ultra-soft gel for thighs and buttocks, or mechanical features—will naturally increase the final weight.
These differences are a result of your personalized upgrades and are not considered defects.

6. Hygiene & Used Items
For the health and safety of our collectors, any doll that has been used or removed from its internal protective packaging is strictly ineligible for the money-back guarantee.
In these cases, we will still do our best to offer professional repair advice and support.