How secure is the website?

Security is one of our main core values, which is why our website is SSL Encrypted. We use a secure payment gateway and Paypal to guarantee your privacy and safety, your card details are safe and not visible by us or anyone else. With all these systems in place, we make sure that you and us are both safe.

 

Can I pay cash on delivery?

Unfortunately not, this is custom production, so you always have to pay in advance.

If I change my mind, can I refund my order?

 

If you would like to cancel an order in the first 24 hours the fee is 5%. Cancelling an order after 24 hours will have a 20% cancellation fee. And cancelling 72-96 hours after your order will have a 30% cancellation fee. No cancellations will be allowed after that time.

24 Hours – 5%

24 -72 Hours – 20%

After 72-96 Hours – 30%

After 96 Hours – No Cancellation Allowed

To cancel your order we must receive a cancellation request within a 24 hour cancellation period. You will then be issued a refund paid to the buyer’s original payment method (subject to processing and transaction fees). If for some exceptional reason the cancellation is accepted after the 24 hours cancellation period. The cancellation will be subject to a seller’s restocking fee of twenty percent (20.0%) from the value of the product order. We will provide the buyer a refund minus the restocking fee to the buyer’s original payment method.

If by chance my product is damaged, what should I do?

If your product or any part is damaged, please report to us. If the product has any issues, please send photos. If the problem was caused by us,  we will take care of it. We believe all our products are of high quality,Please be aware that some areas lose their color over time, it is not damage. Customers should be aware of this when requesting multiple color changes.

Due to the nature of this product, it is not possible for us to provide an exchange or refund after the product has been used as there are multiple concerns such as hygiene. Please understand that this is the normal practice within the adult products industry.

Will I pay any duties or taxes?

In some countries such as Canada, Australia, New Zealand, some European and South American countries, import taxes might be required at delivery. We have nothing to do with this, it is required by some countries and it usually ranges from $100 to $200 and up, depending on the doll. Buyer is responsible for import taxes and fees. For some countries, especially in Europe, we offer a service to pre-pay VAT and import taxes, so you don’t need to deal with customs. Ask our team after placing your order if interested, otherwise we can help and advise on customs.

Do you ship all over the world?

Yes, we do. We can send sex dolls and accessories to many countries. Some countries are excluded, however, because government laws do not allow the import of sex dolls. For this reason we do not ship to the following countries or parts of the world: Malaysia, Arabic world, South America, Africa and India.

Where can I track my order?

As soon as the product has been manufactured, we will send you its pictures via e-mail and the shipping will commence within 48 hours. Within a week, we will then send you a tracking code and a link to the UPS/Fedex/DHL website, where you can check the progress of the shipment.

Why hasn’t the tracking code been updated after two weeks?

For shipments from China to the EU, the USA and other countries, container transport without tracking is usually used. Tracking is updated only after the shipment has been cleared in the destination country. Unfortunately, once a shipment is in transit, we have no control over it, and we ask for your patience. All shipments are insured and we guarantee their delivery or a refund. However, apart from significant delays in transport, it has never happened to us that a shipment was not delivered. If you do not wish to have the goods delivered to your home, we can have your order delivered to a depot or pickup point of the carrier. Please write this request in the note in the last step of the order – including the location where pickup is convenient for you. You can specify the exact place of receipt during the order process as soon as we know which of our carriers will carry the shipment.

I don’t want to receive my order at home.

If you do not wish to receive your order at your home address, we can have your parcel delivered to the nearest UPS, DPD, FedEx, or DHL service point, depending on your address. If you prefer this option, simply leave a note in the order or let us know in advance. We select the carrier based on the weight of the shipment, so only one of the above may be available. Alternatively, we can arrange with the courier delivery to a different address or on a different day.

If I won‘t be present during the delivery, what happens?

A courier will contact you by phone at the time of delivery and you can arrange a different date or delivery address.

Do these sex dolls contain toxic materials?

Not in the least. Our team will be happy to provide you with complete material test reports upon request. All our production facilities are regularly inspected and tested to make sure that every sex doll is 100% safe. TPE  and silicone  dolls do not contain any harmful, toxic or allergenic materials or chemicals. Sex dolls made of TPE and silicone are sterilized and are made using similar processes as sex toys. If you have had an allergy to silicone in the past, we do not recommend using a sex doll made of silicone.

Will my sex doll look the same as in the product photos?

Each model of sex doll has its own mold into which silicone or TPE is injected. This cannot be modified. Thus, they always have the same shape. We can make your sex doll the same as in product photos if you choose the “Same as in photo” parameters. Or you can select different custom configuration options  and thus create your own model. Before the dispatch of each order, we always send the customer photos of the finished product, and it is still possible to adjust the makeup, wig or eyes if requested within 24 hours. Dolls thus look just like in the photographs. Do keep in mind, however, that products always look a little “better” in promo photographs, due to lighting, clothing and professional makeup.

Does the sex doll come with the clothes?

The clothing in the photos is not part of the order. It is used for illustration purposes only. The sex doll comes without clothes and any accessories. However, some manufacturers usually add a little surprise such as a basic hygiene set or a sexy shirt.

Why is a certain wig on product photos not present in the parameter menu?

Unfortunately, some wigs in product photos are often only used for the purpose of photography – outside the normal assortment. Make a choice or select “Same as photo”. Often the manufacturer has them in stock despite supposed unavailability within the given configuration. While we cannot promise availability 100%, we’ll do our best.

I can’t find a spare head I like in the configurator.

We realize that, unfortunately, small pictures of heads sometimes make it difficult to tell which head is which. If this is a problem, please write in the note which head you are interested in. You can do so during the last step of the order process. Ideally, insert a direct link to a doll that has the desired head. Regardless of what you select in the configuration of the head, we will take this note into account.

Do you sell sex doll heads only?

Yes, we also offer separate sex doll heads. 

Can my sex doll change her face expression or wink?

Although the faces of individual sex dolls cannot change their expressions and do not have closing eyes, we offer versions of faces with closed eyes or with facial expressions of pleasure and moaning.

Damaged Dolls: 

Immediately, you should file a claim with the shipping carrier on receipt of your package if it is severely damaged. A replacement depends on how severe the damaged the product is. If this happens, please contact customer service sales1@ildoll.com

Incorrect or Wrong Doll Sent: 

When you receive the doll and you find it looks absolutely different from the factory pictures, just show us an unboxing video (with the whole body, head, shipping label, and outside package box ). We will arrange a new replacement for you.

User damage –

All sex dolls have been performed a quality check before we ship to you. Any damage caused by users will not be covered. Please take care when using your doll.

Make Up:

We have made our efforts to re-create the makeup made by the photographer in the picture. However, it’s not guaranteed to match 100%. Every doll may differ slightly from the picture. In the rare event, you don’t like it, you can remove the makeup and create makeup as you prefer.

Skin details:

Since dolls are hand finished and crafted, their skin is expected to have minor differences, as in shades or details.

Eyelashes:

Eyelashes, like nails, are delivered in place with a special glue that will allow the user to remove or replace it. If any eyelash falls off, they can be safely put back into place with commercial glue for that purpose.

Finger/Toe Nails:

Whether it’s hands or toes, nails are attached with a special product that allows users to remove them without harming the doll. If any nail ever falls off, you can re-adhere it using commercial nail glue. This will not harm the doll.

Second Hand Prohibition:

To comply with safety and health regulations and standards, once you use the product, we will not be able to replace or refund it. No matter what the case may be. Without exceptions.

Custom Orders:

Very custom orders cannot not be cancelled because they were customized specifically for you and cannot be easily resold. Please keep this is mind when placing very custom orders.