Logistics
Shipping & payment
We ship to all 27 EU member states plus Switzerland, Norway and the UK. Prices include VAT and insured delivery — there is nothing to pay on arrival.
1. Order
You place the order online or by email. We confirm availability the same day.
2. Production
Your doll is assembled and finished to your specification in 10–15 days.
3. Quality check
We photograph the finished doll and send the photos to you before dispatch.
4. Delivery
Insured, tracked delivery in an unmarked crate, 5–8 days across the EU.
Handling and transit times
- Shipping time for orders: 1–2 working days (10–15 days for made-to-order bodies), shipping on: Mon–Fri
- Transit time for orders: 5–8 working days, delivery on: Mon–Fri
Handling time is the time we need to prepare and hand the parcel to the courier. Transit time starts after dispatch. Neither includes weekends or Italian public holidays.
Shipping cost
Shipping is free. Every order ships with insured tracked delivery at no extra cost:
- Italy: free delivery, no minimum order value.
- All EU member states: free delivery, insurance and tracking included.
- No surcharge for large or heavy crates, and no handling fees.
- Accessories and spare parts: free delivery as well, on their own or with a doll.
The cart always shows EUR 0.00 for shipping before you confirm the order. Prices include Italian VAT for EU consumers.
Order processing
Orders placed before 15:00 CET on a working day are confirmed the same day; later orders are handled on the next working day. We do not process or dispatch orders on weekends or Italian public holidays. Made-to-order bodies need 10–15 days of production before dispatch.
Couriers and delivery times
We ship with DHL and FedEx to all EU countries, plus Switzerland, Norway and the United Kingdom. After dispatch, delivery normally takes 5–8 working days. Delivery times are estimates and may vary in peak periods or because of customs checks outside the EU.
Tracking your order
As soon as your parcel leaves our warehouse we email you the courier name and tracking number, and the same details appear in your account under My orders. The first courier scan can take up to 24 hours to appear.
Damaged, lost or delayed parcels
Check the crate before signing for it. Report visible damage or a missing item within 48 hours of delivery, with photographs, and we will arrange repair, replacement or a refund. If tracking shows no movement for 7 working days, contact us: we open an investigation with the courier and then reship or refund your order.
Returns
Eligible products can be returned within 30 days of delivery — longer than the 14-day statutory withdrawal period. Our Return & Refund Policy explains the conditions, the excluded items, the return address and the refund times.
Return & Refund PolicyPayment methods
- · Card (Visa, Mastercard) via a secure payment link
- · SEPA bank transfer for business and private customers
- · Instalments: 25% today, then 4 payments, 0% interest
- · Cryptocurrency (BTC, ETH, USDT) with a 3% discount
Discretion
Orders travel in a plain wooden crate with no branding, no product description and a neutral sender name. The invoice shows only our company name — never the contents.
Shipping support
Email info@h-doll.com, Monday to Friday, 09:00–18:00 CET. We answer within 48 hours on working days.
Business information
Website name: Luxe Dolls
Company name: S.i.n. Firenze Di Andrea D'Ambrosa
Address: Viale F. Petrarca 44/r, Firenze, FI, 50122, Italy
E-mail: info@h-doll.com
Contact form: Contact page
WhatsApp / Phone: +393780488022 — Chat on WhatsApp
Company number (REA): 642045
TAX number (P.IVA): 01421240522
Customer service: Monday to Friday between 9:00 am and 6:00 pm CET
Customer service replies within 48 hours on working days.