Cancellations & Returns

Can I Cancel My Order?

If your doll is custom-made, cancellation is only possible within a limited timeframe:

After 48 hours: once production is underway, cancellation is no longer guaranteed. Each request is assessed individually. Depending on the production stage, we may offer a store credit, a partial change, or other reasonable solutions. Please contact us promptly if you wish to modify your order. 

If your doll is an in-stock doll please refer to the cooling off policy below.

Inspection Before Use

Upon delivery, please inspect your doll carefully before use. We strongly recommend:

• Photographing the external packaging and shipping label
• Taking photos and video of the internal packaging and the doll

Do not use the doll until you have verified everything is in perfect condition.

100% Money Back Guarantee

If your doll arrives damaged or different from the confirmed factory preview, please:

• Contact us ASAP within 7 days of delivery
• Send photos and video showing the full doll, head, packaging, and shipping label

Formosa Doll – Money-Back Guarantee Summary

At Formosa Doll, we stand behind the quality of our dolls and services. We offer a 100% Satisfaction Guarantee to give you peace of mind with every purchase.

• Authenticity: All dolls are 100% genuine and sourced from verified manufacturers.

• Brand New Condition: Each doll arrives new, unused, and exactly as described.

• Strict Quality Control: Every doll is carefully inspected and securely packaged before shipment.

• Customer Satisfaction: If your doll arrives with major defects or does not match the factory-approved photos, we will repair, replace, or refund your order.

How the Guarantee Works

• Inspect your doll upon arrival and document the unboxing (photos/videos).

• If there’s significant damage or discrepancies, contact our support team immediately.

• Compensation may include a replacement, partial refund, or full refund depending on the issue.

• Separate procedures apply for incorrect shipments, damaged items, or missing packages.

What’s Not Covered

• Minor blemishes such as small skin marks, nail or eyelash detachment, or slight differences in makeup and colour (small scratches, makeup inconsistencies, seam lines). These are normal for handcrafted dolls and easily resolved.

• Handmade Variations: Slight differences in facial features, measurements (1–3 cm), or skin tone due to manual craftsmanship.

• Heating and Moaning Functions: Malfunctions during use are not covered, we recommend external heating solutions.

• User Damage: Any mishandling, overextension, or damage caused after use is not eligible for a refund.

• Used Dolls: Due to the personal nature of the product, used dolls are not covered under the guarantee.

Important

To ensure eligibility, dolls must remain unused until our inspection is complete. Always handle with care and follow the guidelines provided for best results.

We’ll assess the case and offer a replacement, refund, or repair kit, depending on the issue.

Damaged or Missing Deliveries

If your parcel is visibly damaged, file a claim with the courier immediately. We'll support you with documentation. If tracking shows delivery but nothing arrives, contact the courier straight away and notify us as well.

Cooling-Off Rights

Cooling-Off Rights and EU/UK Consumer Regulations

Under both EU and UK consumer law (Directive 2011/83/EU and the UK Consumer Contracts Regulations 2013), you generally have the right to withdraw from an online purchase within 14 days of receiving the product. However, there are specific exceptions designed to protect health, hygiene, and custom-made goods.

These exceptions include:

• Products made to the customer’s specifications or clearly personalised.

• Sealed goods which are not suitable for return due to health protection or hygiene reasons and have been unsealed after delivery.

This policy exists not only to protect the seller, but also you – the buyer. It ensures that every doll delivered is brand new, unused, and has never been returned by another customer. All dolls not listed under the section "In-Stock Dolls" are manufactured exclusively to order. We do not sell pre-stocked or pre-owned products.

Cooling-Off Rights Concerning Pre-Made Goods Only

If you purchase a pre-made, sealed product (e.g. certain accessories or dolls) that has not been opened or unsealed, you are entitled under EU consumer law to cancel the order within 14 days of delivery. You must send us a clear request in writing at support@formosadoll.com and return the item to the warehouse address provided by us via email within the following 14 days. Please note that you are responsible for return shipping costs.

A full refund will be issued within 14 days of receiving the returned goods, minus any depreciation resulting from unnecessary handling.

Please note: once the product is unsealed, for reasons of health protection and hygiene, the right to cancel no longer applies.

Legal Notes

Formosa complies with EU Directive 2011/83/EU and the UK Consumer Contracts Regulations 2013. Your rights are always protected.

Need Help?

Have a question? Want to make a change? Just reach out, we’re here to support you every step of the way support@formosadoll.com