Cancellations Policy
We value every customer's opinion. Customers have special circumstances that require cancellation after placing an order. However, order processing will begin within 24 hours of receiving your order. The factory starts purchasing materials and arranging production and it is difficult to resell the customized dolls. So You can’t cancel your doll once it’s in production.
In Stock dolls can be cancelled before shipping.
Cancel before shipping a 5% non-refundable restocking fee.
Return Policy
We do not offer refunds for any other reason, unless it is when the customer receives the wrong dolls or damaged dolls.
- Wrong Doll
When you receive your doll and find it looks absolutely different from the factory picture or website, simply show us the unboxing video (including the entire body, head, shipping label and outer box). We will report and inspect it to the factory and shipping company and arrange a new replacement for you.
- Damaged Dolls
If your package is severely damaged, you should file a claim with the shipping company when you receive the package. We will arrange for a new replacement depending on the severity of the damage. For minor damage, we will provide all necessary kits to help you repair the item.
So you must inspect the doll from head to toe after you receive it and before you use it. It should be brand new and unwashed. This is very important. If you have any complaints or are not satisfied, please feel free to contact us within 24 hours. It is also important to include as much detail as possible, including any pictures and videos, in which case please email us at info@lilysuck.com. We can then work to resolve the issue.
If the item is damaged due to improper use, you are not eligible for any return or exchange. You must have common sense and take care of the item to avoid any damage to the product.
We appreciate any feedback as well as it can help us work with our manufacturers to avoid a repeat of these issues in the future.
What is not covered under the guarantee?
– User damage – All of the dolls have been performed a quality check before we ship to you. When you use the doll, please take care. Any suspicious and user-generated damage will not be covered. To learn more about caring for the dolls, please visit this page.
– Used Dolls – Any dolls which have been used will not be eligible under the guarantee.
Skin imperfections – It’s normal that the skin color looks slightly different on computer screens versus the one you receive.
– Finger & Toe Nails – The nails on the dolls may become loose during shipping or afterwhile you receive the package as we just use light glue to make sure nails can be removed by the buyer. If a nail falls off, just use our lash & nail glue to re-attach it.
– Loose Eyelash – A protective eye mask (spongy) will be attached to the doll’s face to protect her eyes. Even if the eyelash falls off, you can re-attach it with our lash & nail glue by yourself.
– Makeup Difference – 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.
– Heating and moaning – please make sure the heating and moaning option works well on receipt of your doll. We don’t cover this if it is disconnected while you use it. The factory can repair it if the buyer pays for the shipping. (never disconnected if used in an appropriate way.)
*Do not make a claim on your payment card or return the package directly. If you would like to cancel your order or return a package, please email us to talk about it. The shipping address on the package box cannot be used to return a made-to-order and in-stock order. Please make sure the doll is brand new and has never been used or cleaned before you return it to us.
Refund
Once we agree to cancel or refund for return, as the case may be, a refund is issued to the original payment method or to your credit card/PayPal account.
The refund time period for different modes of payment is provided below.
- Credit Card/ Debit Card (6-10 Business Days)
- PayPal (2 Business Days)
If you have any issues with your order, please contact us via live chat, or send an email.
Email: info@lilysuck.com.
Phone: +1 (650) 535-0487ā¬
Return address: UNIT 811, BEVERLEY COMMERCIAL CENTRE, 87-105 CHATHAM ROAD SOUTH, TSIM SHA TSUI, HONG KONG