Return & Refund Policy

1. Overview

We want you to be satisfied with your order. This policy explains when an order can be cancelled, when a product can be returned, how refunds are processed and which items are excluded for hygiene reasons. It applies alongside your statutory rights as an EU consumer.

2. Cancelling an order

You may cancel an order at no cost within 2 hours of placing it, provided production has not started. Write to us with your order number and we will confirm the cancellation in writing. Once a made-to-order body has entered production, cancellation is no longer possible, because the product is manufactured to your specification.

3. Return window

Eligible products may be returned within 30 days of delivery. This voluntary 30-day window is longer than the 14-day statutory withdrawal period required by EU consumer law and does not limit your legal rights. The period starts on the day you or a person designated by you takes physical possession of the parcel. You must notify us of your intention to return before sending anything back.

Return address: S.i.n. Firenze Di Andrea D'Ambrosa (Luxe Dolls) — Viale F. Petrarca 44/r, Firenze, FI, 50122, Italy. Please request a return reference before shipping so the parcel can be identified on arrival.

4. Condition of returned products

To be accepted, a returned product must be:

• unused and unwashed, with no signs of wear, powder, make-up or scent transfer;
• complete, including wig, eyes, accessories, care items and documentation;
• in its original inner packaging and shipping crate, undamaged;
• accompanied by the return reference we issue you.

5. Items excluded from return

As permitted by EU consumer law, the following are excluded from the right of withdrawal: sealed personal-care items whose seal has been broken; products made to your specification (bespoke faces, tattoos, made-to-order bodies, factory-fitted robotics); and products that have been used or altered. Excluded items remain fully covered by the legal warranty if they are faulty.

6. How to request a return

Follow these steps:

• Write to hello@luxedolls.eu with your order number, the item concerned and the reason for return.
• We reply within 48 hours on working days with a return reference. Returns are shipped to: S.i.n. Firenze Di Andrea D'Ambrosa (Luxe Dolls), Viale F. Petrarca 44/r, Firenze, FI, 50122, Italy.
• Pack the product in its original crate and write the return reference on the outside.
• Ship the parcel with a tracked service and send us the tracking number.
• We inspect the returned product within 7 working days of receipt and confirm the outcome by email.

7. Refunds

Once a return is approved, we refund the product price to the original payment method within 10 working days. Bank transfer refunds may take a few extra days to appear on your statement. Where only part of an order is returned, we refund that part.

Return shipping costs are borne by the customer, unless the product is faulty, damaged in transit or not as described, in which case we cover the return and reshipment.

8. Damaged or faulty on arrival

Inspect the crate before signing. If the parcel is visibly damaged, note it on the courier document. Report any damage or missing item within 48 hours of delivery, with photographs of the crate, the packaging and the product. We then arrange repair, replacement or a refund at no cost to you.

9. Exchanges

We exchange a product only if it is faulty or if the wrong item was shipped. For any other change of mind, request a return and place a new order.

10. Contact and return address

S.i.n. Firenze Di Andrea D'Ambrosa — Luxe Dolls returns

Viale F. Petrarca 44/r, Firenze, FI, 50122, Italia

Email: hello@luxedolls.eu · Monday to Friday, 09:00–18:00 CET

Please do not send a return before receiving your return reference: unannounced parcels cannot be processed.