Cancellations & Returns

Can I Cancel My Order?

In-Stock Dolls

In-stock dolls are offered with reduced delivery times and are reserved exclusively for the customer immediately after purchase.

• Within 8 hours of placing the order: cancellation or changes may be possible, subject to a 10% processing fee
• After 8 hours: cancellation is not guaranteed, as the order may already be prepared for shipment or passed to the courier
• After shipment: cancellation and refund are no longer possible

Due to the nature of fast-dispatch items, once an in-stock order has left our warehouse, cancellation and refund are no longer possible.

We always review requests in good faith and will assist where operationally feasible.

Made-to-Order Dolls

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

• Within 24 hours: cancellation may be possible, subject to a 10% processing fee
• After 24 hours: cancellation depends on the production stage and is reviewed case by case
• Once production has started: refund is no longer possible
• Changes to the order may also be limited once production begins

Each request is assessed individually. Depending on the production stage, we may offer store credit, a partial change, or another reasonable solution. Please contact us promptly if you wish to update your order.

Please contact support@formosadoll.com with your order number so we can advise you based on your specific case.

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.

Formosa Doll Guarantee

We stand behind the quality of every Formosa Doll. This guarantee covers manufacturing defects and verified discrepancies compared to the factory-approved preview, under the conditions outlined below.

If Your Doll Arrives With an Issue

If your doll arrives damaged during shipping or materially different from the confirmed factory preview, you must:

• Contact us within 7 calendar days of delivery

• Provide clear photos and video showing:

  • The full doll (body and head)

  • The affected area(s)

  • Original packaging and internal protection

  • The shipping label and outer box

Claims submitted without complete documentation or outside this timeframe will not be eligible for review.

What We Guarantee

• Authenticity
  All dolls are genuine and sourced from verified partner factories.

• New Condition
  Every doll is shipped brand new, unused, and inspected prior to dispatch.

• Factory-Approved Accuracy
  The delivered doll will match the factory preview images approved before shipping, within normal handcrafted tolerances.

• Resolution for Verified Major Issues
  If a confirmed manufacturing defect or shipping damage is validated, we will offer one of the following at our discretion: 

  • Repair solution or replacement part

  • Discount

  • Other compensation or full replacement (only in severe, non-repairable cases)

How Resolution Is Determined

• Each case is reviewed individually

• The resolution method is decided by Formosa Doll based on:

  • Severity of the issue

  • Repair feasibility

  • Safety and hygiene considerations

Separate procedures apply for:

• Incorrect items shipped

• Transit damage

• Lost or missing packages

What Is NOT Covered

The following are not considered defects and are not eligible for refund or replacement:

• Minor cosmetic marks
  Including small scratches, seam lines, minor paint variation, slight makeup differences, or detached nails/eyelashes.

• Handmade tolerances
  Variations in:

  • Measurements (up to ±1–3 cm)

  • Skin tone

  • Facial expression or sculpt softness

• Functional wear items
  Heating elements, moaning modules, or electronic components affected during use. External heating solutions are recommended.

• User-caused damage
  Including damage caused by improper handling, excessive force, incorrect storage, or use against provided care guidelines.

• Used products
  Once a doll has been used, washed, lubricated, or altered, it is no longer eligible under this guarantee.

Important Conditions

• The doll must remain unused until the inspection process is completed.

• Any use before approval automatically voids eligibility.

• We reserve the right to request additional documentation if needed.

• Filing a chargeback before completing our resolution process voids the guarantee.

Note

Our goal is always a fair and professional resolution. This guarantee exists to protect both parties, ensuring legitimate issues are resolved while preventing misuse.

If something is genuinely wrong, we’ll handle it properly.
If it falls within normal craftsmanship or post-delivery use, it won’t qualify.

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