Order Cancellation

All of our products are customized based on customer requests. Orders can be canceled within 24 hours, subject to a 5% transaction fee. If production has already started, the order cannot be canceled for any reason. Otherwise, a 30% handling and restocking fee will apply.

Defective Items

If you selected the default option and your doll looks different from the first image on the product page, please contact our customer service when you receive the doll. We will arrange to replace the doll or send you replacement parts depending on the nature of the issue. If you opt for a replacement, you must return the doll to us within 3 days of receipt. Please ensure the doll and packaging are brand new and unused before sending it back.

Damaged Items

We take product quality very seriously, and every doll undergoes thorough inspection before shipment. If you find any defects or damage upon receiving the doll, please contact us within 3 days by sending pictures or videos to service@linkooerdoll.com. We will promptly find the best solution for you. For minor damage caused by shipping, we will provide a repair kit. For severe damage, you should take an unboxing video and photos. Without these, we cannot determine who is responsible for the damage.

Missing Items

Check your package to confirm that all required items are included. If any items are missing, please contact us immediately after receiving the package.

Do not return or refuse the package directly. Also, do not send any package to the address on the package label as that address is not valid for returns.

Return Eligibility

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within a certain number of 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, as 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 still have not received your refund, please contact us at support@stundoll.shop

Sale Items

Only regular-priced items may be refunded. Sale items cannot be refunded.

Exchanges

If you need to exchange an item for the same one, please email us at support@stundoll.shop.

If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Return Shipping

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning high-value items, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Customs Duties and Taxes

In some countries, import taxes might be required at delivery. Typically, the fee ranges from $100 to $150, depending on the doll. The buyer is responsible for import taxes and fees. We will provide assistance during this process, so there is no need to worry—relax, it’s not a big issue. (NOTE*: Customers in the US do not need to pay any import taxes or fees.)

Here are some of the European countries where customs duties do not apply: United Kingdom, Netherlands, Germany, France, Belgium, Luxembourg, Poland, Slovenia, Slovakia, Czech Republic, Croatia, Finland, Sweden, Denmark, Austria, Bulgaria, Estonia, Latvia, Lithuania, Hungary, Greece, Portugal, Italy, and Spain.

For customers in Canada (CAN), Norway (NOR), Australia (AUS), South Africa (SA), and certain other countries, we’re happy to share up to 50% of the duty fees (up to a maximum of $150 USD) with you. We will also handle communication with customs to make the process hassle-free. Typically, the additional cost is around $150 in total, and we can provide an estimate before you make a purchase in most cases.

Some tariff-free countries or regions in Asia: Japan, Taiwan, Malaysia, Singapore, Thailand, Indonesia, Philippines, Vietnam, Myanmar, UAE, and Cambodia.

Need Help?

If you have any questions related to refunds and returns, please contact us at support@stundoll.shop.