Refund and Returns Policy

Overview

Due to the personal and intimate nature of our products, all sales on Dollzora.com are final. For hygiene, safety, and legal reasons, we do not accept returns or exchanges once a product has been shipped.

Please make sure to double-check your order (product style, size, skin tone, features, and shipping address) before completing payment. If you need to make changes, contact us within 12 hours of placing the order.

Damaged or Defective Items

If your product arrives with severe damage or manufacturing defects, please contact us within 24 hours of delivery at [email protected]. Include your order number and clear photos of the issue (including packaging).

We will review the evidence and offer a solution on a case-by-case basis, which may include a partial refund or replacement of damaged parts. We do not cover minor imperfections, variations in makeup, or minor cosmetic differences.

Non-Returnable Items

All of the following are non-returnable under any circumstances:

  • Used, unsealed, or opened dolls and accessories
  • Customized orders (e.g. custom head, skin tone, eye color, or body type)
  • Sexually explicit or intimate products
  • Any item requested for return more than 24 hours after delivery

Shipping Issues

We are not responsible for delivery delays caused by customs, local postal services, or natural events. If a package is lost by the shipping carrier, we will work with them to attempt resolution, but we do not guarantee compensation.

Chargebacks & Disputes

Any chargeback attempts without contacting us first will be treated as fraud. We have the right to present proof of shipment and delivery to defend against disputes.

Need Help?

If you have any questions about your order or need assistance, please contact our support team at [email protected]. We reply within 24 hours (Monday to Saturday).