{"id":785,"date":"2026-09-03T18:42:47","date_gmt":"2026-09-03T18:42:47","guid":{"rendered":"https:\/\/staging.doll.shop\/customer-service\/"},"modified":"2026-09-04T17:06:43","modified_gmt":"2026-09-04T17:06:43","slug":"customer-service","status":"publish","type":"page","link":"https:\/\/staging.doll.shop\/en\/customer-service\/","title":{"rendered":"Customer service \u00b7 shipping, returns, warranty"},"content":{"rendered":"<div class=\"container\">\n<nav class=\"breadcrumb\" aria-label=\"Breadcrumb\">\n<ol>\n<li><a href=\"https:\/\/staging.doll.shop\/en\/\">Home<\/a><\/li>\n<li aria-current=\"page\">Customer service<\/li>\n<\/ol>\n<\/nav>\n<header class=\"kbhead\">\n<div>\n<h1>Customer service<\/h1>\n<p class=\"kbhead__intro\">Everything you want to know before and after your order, in one place. Question not answered? Message us on WhatsApp; on working days we reply within an hour.<\/p>\n<\/p><\/div>\n<p>    <a class=\"btn btn--wa btn--lg\" href=\"https:\/\/wa.me\/31850600590\"><span class=\"wa-ico\" aria-hidden=\"true\"><object class=\"wa-ico__file\" data=\"..\/assets\/whatsapp.svg\" type=\"image\/svg+xml\" tabindex=\"-1\"><object class=\"wa-ico__cdn\" data=\"https:\/\/cdnjs.cloudflare.com\/ajax\/libs\/simple-icons\/15.16.0\/whatsapp.svg\" type=\"image\/svg+xml\" tabindex=\"-1\"><svg class=\"icon\"><use href=\"#i-chat\"><\/use><\/svg><\/object><\/object><\/span><span>WhatsApp +31 85 060 05 90<br \/><small style=\"font-weight:500;opacity:.8\">Mon \u2013 Fri 9:00 \u2013 17:00 CET<\/small><\/span><\/a><br \/>\n  <\/header>\n<div class=\"guarantees\" style=\"margin:8px 0 8px\">\n<div class=\"guarantee\"><svg class=\"icon\"><use href=\"#i-truck\"><\/use><\/svg><\/p>\n<div>\n<h3>From our own stock<\/h3>\n<p>Our own warehouses in the Netherlands and Germany. Ordered before 2 pm on a working day: shipped today with track &amp; trace.<\/p>\n<\/div>\n<\/div>\n<div class=\"guarantee\"><svg class=\"icon\"><use href=\"#i-box\"><\/use><\/svg><\/p>\n<div>\n<h3>Discreet, always<\/h3>\n<p>Plain box without print and discreet payment: no product name on your statement.<\/p>\n<\/div>\n<\/div>\n<div class=\"guarantee\"><svg class=\"icon\"><use href=\"#i-return\"><\/use><\/svg><\/p>\n<div>\n<h3>14-day returns<\/h3>\n<p>Return within 14 days as long as the seal is intact.<\/p>\n<\/div>\n<\/div>\n<div class=\"guarantee\"><svg class=\"icon\"><use href=\"#i-tag\"><\/use><\/svg><\/p>\n<div>\n<h3>Lowest price guarantee<\/h3>\n<p>Found the same model cheaper elsewhere? We match the price.<\/p>\n<\/div>\n<\/div><\/div>\n<section class=\"section\" style=\"padding:28px 0 0\">\n<div class=\"section__head\">\n<h2>Ordering &amp; delivery<\/h2>\n<\/div>\n<div class=\"svcgrid\">\n      <a class=\"svccard\" href=\"https:\/\/staging.doll.shop\/en\/customer-service\/delivery-times-and-shipping-costs\/\"><br \/>\n        <svg class=\"icon\"><use href=\"#i-truck\"><\/use><\/svg><\/p>\n<div>\n<h3>Delivery times and shipping costs<\/h3>\n<p>Order on a working day before 2 pm and an in-stock model ships the same day with UPS. Free shipping from \u20ac800; below that, costs are shown at checkout.<\/p>\n<\/div>\n<p>        <svg class=\"icon svccard__chev\"><use href=\"#i-chev\"><\/use><\/svg><br \/>\n      <\/a><br \/>\n      <a class=\"svccard\" href=\"https:\/\/staging.doll.shop\/en\/customer-service\/payment-methods\/\"><br \/>\n        <svg class=\"icon\"><use href=\"#i-lock\"><\/use><\/svg><\/p>\n<div>\n<h3>Payment methods and discreet payment<\/h3>\n<p>Wero, Bancontact, credit card, PayPal and Apple Pay, securely processed by Mollie. You pay discreetly: your statement shows no product name.<\/p>\n<\/div>\n<p>        <svg class=\"icon svccard__chev\"><use href=\"#i-chev\"><\/use><\/svg><br \/>\n      <\/a>\n    <\/div>\n<\/section>\n<section class=\"section\" style=\"padding:28px 0 0\">\n<div class=\"section__head\">\n<h2>After your purchase<\/h2>\n<\/div>\n<div class=\"svcgrid\">\n      <a class=\"svccard\" href=\"https:\/\/staging.doll.shop\/en\/customer-service\/returns-and-right-of-withdrawal\/\"><br \/>\n        <svg class=\"icon\"><use href=\"#i-return\"><\/use><\/svg><\/p>\n<div>\n<h3>Returns and right of withdrawal<\/h3>\n<p>14 days&#8217; cooling-off period from receipt. How to register a return, what it costs, and when the right of withdrawal lapses for hygiene reasons.<\/p>\n<\/div>\n<p>        <svg class=\"icon svccard__chev\"><use href=\"#i-chev\"><\/use><\/svg><br \/>\n      <\/a><br \/>\n      <a class=\"svccard\" href=\"https:\/\/staging.doll.shop\/en\/customer-service\/model-withdrawal-form\/\"><br \/>\n        <svg class=\"icon\"><use href=\"#i-doc\"><\/use><\/svg><\/p>\n<div>\n<h3>Model withdrawal form<\/h3>\n<p>The statutory model form for withdrawing from your order within the cooling-off period. Only needed if you actually wish to withdraw from the agreement.<\/p>\n<\/div>\n<p>        <svg class=\"icon svccard__chev\"><use href=\"#i-chev\"><\/use><\/svg><br \/>\n      <\/a><br \/>\n      <a class=\"svccard\" href=\"https:\/\/staging.doll.shop\/en\/customer-service\/warranty-terms\/\"><br \/>\n        <svg class=\"icon\"><use href=\"#i-check\"><\/use><\/svg><\/p>\n<div>\n<h3>Warranty terms<\/h3>\n<p>All dolls are covered by the statutory warranty against manufacturing defects. What that covers, what counts as normal wear and how a repair works.<\/p>\n<\/div>\n<p>        <svg class=\"icon svccard__chev\"><use href=\"#i-chev\"><\/use><\/svg><br \/>\n      <\/a><br \/>\n      <a class=\"svccard\" href=\"https:\/\/staging.doll.shop\/en\/customer-service\/complaints-procedure\/\"><br \/>\n        <svg class=\"icon\"><use href=\"#i-chat\"><\/use><\/svg><\/p>\n<div>\n<h3>Complaints procedure<\/h3>\n<p>Not satisfied? How to file a complaint, how quickly we respond and what independent mediation is available through ValuedShops.<\/p>\n<\/div>\n<p>        <svg class=\"icon svccard__chev\"><use href=\"#i-chev\"><\/use><\/svg><br \/>\n      <\/a><br \/>\n      <a class=\"svccard\" href=\"https:\/\/staging.doll.shop\/en\/customer-service\/frequently-asked-questions\/\"><br \/>\n        <svg class=\"icon\"><use href=\"#i-info\"><\/use><\/svg><\/p>\n<div>\n<h3>Frequently asked questions<\/h3>\n<p>The answers to the questions we get most often: about shipping, discretion, payment, returns, materials, care and our range.<\/p>\n<\/div>\n<p>        <svg class=\"icon svccard__chev\"><use href=\"#i-chev\"><\/use><\/svg><br \/>\n      <\/a>\n    <\/div>\n<\/section>\n<section class=\"section\" style=\"padding:28px 0 0\">\n<div class=\"section__head\">\n<h2>Company &amp; terms<\/h2>\n<\/div>\n<div class=\"svcgrid\">\n      <a class=\"svccard\" href=\"https:\/\/staging.doll.shop\/en\/customer-service\/about-doll-shop\/\"><br \/>\n        <svg class=\"icon\"><use href=\"#i-user\"><\/use><\/svg><\/p>\n<div>\n<h3>About Doll.shop<\/h3>\n<p>Europe&#8217;s specialist in realistic sex dolls since 2010: our own stock, certified by ValuedShops, and a clear policy on what we do and do not sell.<\/p>\n<\/div>\n<p>        <svg class=\"icon svccard__chev\"><use href=\"#i-chev\"><\/use><\/svg><br \/>\n      <\/a><br \/>\n      <a class=\"svccard svccard--policy\" href=\"https:\/\/staging.doll.shop\/en\/customer-service\/responsible-range\/\"><br \/>\n        <svg class=\"icon\"><use href=\"#i-shield\"><\/use><\/svg><\/p>\n<div>\n<h3>Responsible range<\/h3>\n<p>We sell only dolls with adult body proportions. What that means in practice, how we assess it and why we have this policy.<\/p>\n<\/div>\n<p>        <svg class=\"icon svccard__chev\"><use href=\"#i-chev\"><\/use><\/svg><br \/>\n      <\/a><br \/>\n      <a class=\"svccard\" href=\"https:\/\/staging.doll.shop\/en\/customer-service\/company-details\/\"><br \/>\n        <svg class=\"icon\"><use href=\"#i-info\"><\/use><\/svg><\/p>\n<div>\n<h3>Company details<\/h3>\n<p>The official details of Doll.shop: address, company, registration, VAT number, management and availability on working days.<\/p>\n<\/div>\n<p>        <svg class=\"icon svccard__chev\"><use href=\"#i-chev\"><\/use><\/svg><br \/>\n      <\/a><br \/>\n      <a class=\"svccard\" href=\"https:\/\/staging.doll.shop\/en\/customer-service\/terms-and-conditions\/\"><br \/>\n        <svg class=\"icon\"><use href=\"#i-doc\"><\/use><\/svg><\/p>\n<div>\n<h3>Terms and conditions<\/h3>\n<p>The terms and conditions of DVWZ B.V. (Doll.shop) for consumers: offer, right of withdrawal, price, warranty, delivery, payment, complaints and disputes.<\/p>\n<\/div>\n<p>        <svg class=\"icon svccard__chev\"><use href=\"#i-chev\"><\/use><\/svg><br \/>\n      <\/a><br \/>\n      <a class=\"svccard\" href=\"https:\/\/staging.doll.shop\/en\/customer-service\/privacy-statement\/\"><br \/>\n        <svg class=\"icon\"><use href=\"#i-lock\"><\/use><\/svg><\/p>\n<div>\n<h3>Privacy statement<\/h3>\n<p>Which personal data we process, why, how long we keep it, who we share it with, and what rights you have under the GDPR.<\/p>\n<\/div>\n<p>        <svg class=\"icon svccard__chev\"><use href=\"#i-chev\"><\/use><\/svg><br \/>\n      <\/a><br \/>\n      <a class=\"svccard\" href=\"https:\/\/staging.doll.shop\/en\/customer-service\/cookie-policy\/\"><br \/>\n        <svg class=\"icon\"><use href=\"#i-eye\"><\/use><\/svg><\/p>\n<div>\n<h3>Cookie policy<\/h3>\n<p>Which cookies Doll.shop places, what they are for, how long they are retained and how to adjust your choice. No marketing cookies.<\/p>\n<\/div>\n<p>        <svg class=\"icon svccard__chev\"><use href=\"#i-chev\"><\/use><\/svg><br \/>\n      <\/a>\n    <\/div>\n<\/section>\n<section class=\"kbcta\">\n<div>\n<h2>Still not sure?<\/h2>\n<p>Send us a WhatsApp message with your question. On working days we reply within an hour, honestly and without sales talk.<\/p>\n<\/div>\n<div class=\"row\" style=\"gap:10px\"><a class=\"btn btn--wa btn--lg\" href=\"https:\/\/wa.me\/31850600590\"><span class=\"wa-ico\" aria-hidden=\"true\"><object class=\"wa-ico__file\" data=\"..\/assets\/whatsapp.svg\" type=\"image\/svg+xml\" tabindex=\"-1\"><object class=\"wa-ico__cdn\" data=\"https:\/\/cdnjs.cloudflare.com\/ajax\/libs\/simple-icons\/15.16.0\/whatsapp.svg\" type=\"image\/svg+xml\" tabindex=\"-1\"><svg class=\"icon\"><use href=\"#i-chat\"><\/use><\/svg><\/object><\/object><\/span>WhatsApp<\/a><a class=\"btn btn--secondary btn--lg\" href=\"https:\/\/staging.doll.shop\/en\/contact\/\">Contact<\/a><\/div>\n<\/section>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Home Customer service Customer service Everything you want to know before and after your order, in one place. Question not answered? Message us on WhatsApp; on working days we reply within an hour. WhatsApp +31 85 060 05 90Mon \u2013 Fri 9:00 \u2013 17:00 CET From our own stock Our own warehouses in the Netherlands [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-785","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/staging.doll.shop\/en\/wp-json\/wp\/v2\/pages\/785","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/staging.doll.shop\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/staging.doll.shop\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/staging.doll.shop\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/staging.doll.shop\/en\/wp-json\/wp\/v2\/comments?post=785"}],"version-history":[{"count":1,"href":"https:\/\/staging.doll.shop\/en\/wp-json\/wp\/v2\/pages\/785\/revisions"}],"predecessor-version":[{"id":1109,"href":"https:\/\/staging.doll.shop\/en\/wp-json\/wp\/v2\/pages\/785\/revisions\/1109"}],"wp:attachment":[{"href":"https:\/\/staging.doll.shop\/en\/wp-json\/wp\/v2\/media?parent=785"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}