Our Policies 

Terms and Conditions

Please be aware that orders placed are bespoke and custom. They can therefore take a while to be made and shipped. Ball Jointed Dolls can have typical wait times of approximately 3-6 months from the order being placed with the company to their delivery to you. This is due to the detailed manufacturing process. However, please be aware that this is not a fixed time frame and wait times can vary depending upon order volume, national holidays and other reasons outside of our control. On occasion adverse weather conditions may cause a slight delay in the production process of face-upped and/or body blushed dolls. This is due to the temperamental nature of sealant when exposed to wet or humid weather.  

We do not currently have an inventory of in-stock dolls therefore all orders will be custom made just for you.

 

Due to the custom nature of our products they may differ slightly from the default photographs. This is due to the fact that each doll, item and/or accessory is made to order and the majority of items are hand made or finished. Please also be aware that different monitor settings can also factor into the representation of colours and small details. 

 

Resin is a wonderful material to work with as it is both durable and aesthetically pleasing. However if you plan to do subtractive mods on resin then please be aware that you will need to use the appropriate personal protection equipment to keep your respiratory system and eyes safe. This kind of protection is also necessary when working with sealants and any other potentially dangerous painting supplies. Details of what we use can be found on our 'buying guide' page.

 

Tan and fantasy colours may have areas of slight discolouration, more prominent seamlines or small flaws in the surface. This is because sanding these colours of resin leaves patches of light resin that are more undesirable than the small flaws that would be removed. Please be aware before ordering a tan or fantasy coloured doll that many companies do not view this as a valid quality control complaint due to the aforementioned reasons.  

 

BJDs are intended as collector's items for adults and are not recommended for young children due to small parts and anatomically correct detail. We advise that they are not suitable for persons under the age of 14.

All customers must use the insured courier option for full dolls, bodies and heads as stated in the shipping options. In the event that a customer fails to pay for the correct shipping for their item(s) as stated on our website (or by custom invoice for international orders) we maintain the right to hold the item(s) indefinitely at our headquarters until the full amount has been paid. 

 

Our aim is for you to be 100% satisfied with your purchase and we strive for excellent communication and customer service. Buying a BJD should be an enjoyable experience and in the unlikely event that anything goes wrong we want to be able to resolve the problem. Please do contact us straight away if there are any issues with your order and we will do our very best to resolve them to your satisfaction.

REFUND/CANCELLATION POLICY

As all items are custom, bespoke orders from the factory, they are not eligible for a refund under the Customer Contracts Regulations 2013. This means we are not able to provide refunds for any items after the order has been placed with us including due to change of mind.

All dolls we receive from the company will be thoroughly checked by ourselves and photographed prior to shipping therefore they will always leave our premises in good condition. Should your item arrive damaged please take clear, in-focus, unedited photographs of the areas affected and get in touch with us within 24 hours. We will then open a case with our shipping company's insurance if the damage is not rectifiable. If the damage is rectifiable we will work with you and the company to come to a satisfactory resolution. In the case of damage we can provide a copy of our photographs for comparison.

 

If you receive a damaged package from the courier we do ask that you do not refuse the parcel as this may affect any claims with the courier. Please inform them that you are accepting the parcel in damaged condition and ensure this is put in writing if possible. Please then photograph the damage immediately.

PRIVACY POLICY

All personal details will be kept secure. We will not keep hold of credit/debit card details.

Contact information will be kept secure throughout the period of your order and used with the sole purpose of updating you on the status of your item(s).

 

Should you subscribe to our mailing list, your details will be kept secure and they will only be used for this purpose.

 

We will not sell or pass on any of your information to a third party under any circumstances.

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Registered number:

09953225

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Registered Address:

28 Cranbrook Road

Eccles

Manchester

M30 8LD