{"id":798,"date":"2026-09-03T18:42:49","date_gmt":"2026-09-03T18:42:49","guid":{"rendered":"https:\/\/staging.doll.shop\/customer-service\/warranty-terms\/"},"modified":"2026-09-04T17:06:45","modified_gmt":"2026-09-04T17:06:45","slug":"warranty-terms","status":"publish","type":"page","link":"https:\/\/staging.doll.shop\/en\/customer-service\/warranty-terms\/","title":{"rendered":"Warranty terms"},"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><a href=\"https:\/\/staging.doll.shop\/en\/customer-service\/\">Customer service<\/a><\/li>\n<li aria-current=\"page\">Warranty terms<\/li>\n<\/ol>\n<\/nav>\n<div class=\"article\">\n<aside class=\"article__side\">\n<nav class=\"svcnav\" aria-label=\"Customer service\">\n<h2><a href=\"https:\/\/staging.doll.shop\/en\/customer-service\/\">Customer service<\/a><\/h2>\n<h3>Ordering &amp; delivery<\/h3>\n<ol>\n<li><a href=\"https:\/\/staging.doll.shop\/en\/customer-service\/delivery-times-and-shipping-costs\/\">Delivery times and shipping costs<\/a><\/li>\n<li><a href=\"https:\/\/staging.doll.shop\/en\/customer-service\/payment-methods\/\">Payment methods and discreet payment<\/a><\/li>\n<\/ol>\n<h3>After your purchase<\/h3>\n<ol>\n<li><a href=\"https:\/\/staging.doll.shop\/en\/customer-service\/returns-and-right-of-withdrawal\/\">Returns and right of withdrawal<\/a><\/li>\n<li><a href=\"https:\/\/staging.doll.shop\/en\/customer-service\/model-withdrawal-form\/\">Model withdrawal form<\/a><\/li>\n<li><a href=\"https:\/\/staging.doll.shop\/en\/customer-service\/warranty-terms\/\" aria-current=\"page\">Warranty terms<\/a><\/li>\n<li><a href=\"https:\/\/staging.doll.shop\/en\/customer-service\/complaints-procedure\/\">Complaints procedure<\/a><\/li>\n<li><a href=\"https:\/\/staging.doll.shop\/en\/customer-service\/frequently-asked-questions\/\">Frequently asked questions<\/a><\/li>\n<\/ol>\n<h3>Company &amp; terms<\/h3>\n<ol>\n<li><a href=\"https:\/\/staging.doll.shop\/en\/customer-service\/about-doll-shop\/\">About Doll.shop<\/a><\/li>\n<li><a href=\"https:\/\/staging.doll.shop\/en\/customer-service\/responsible-range\/\">Responsible range<\/a><\/li>\n<li><a href=\"https:\/\/staging.doll.shop\/en\/customer-service\/company-details\/\">Company details<\/a><\/li>\n<li><a href=\"https:\/\/staging.doll.shop\/en\/customer-service\/terms-and-conditions\/\">Terms and conditions<\/a><\/li>\n<li><a href=\"https:\/\/staging.doll.shop\/en\/customer-service\/privacy-statement\/\">Privacy statement<\/a><\/li>\n<li><a href=\"https:\/\/staging.doll.shop\/en\/customer-service\/cookie-policy\/\">Cookie policy<\/a><\/li>\n<\/ol>\n<\/nav>\n<nav class=\"toc svc-toc\" aria-label=\"On this page\">\n<h2>On this page<\/h2>\n<ol>\n<li><a href=\"#statutory-warranty\">Statutory warranty<\/a><\/li>\n<li><a href=\"#handcraft-and-small-variations\">Handcraft and small variations<\/a><\/li>\n<li><a href=\"#what-is-and-is-not-covered-by-the-warranty\">What is and is not covered by the warranty<\/a><\/li>\n<li><a href=\"#repair-under-warranty\">Repair under warranty<\/a><\/li>\n<li><a href=\"#repair-outside-the-warranty\">Repair outside the warranty<\/a><\/li>\n<li><a href=\"#how-to-report-a-defect\">How to report a defect<\/a><\/li>\n<li><a href=\"#damage-on-arrival\">Damage on arrival<\/a><\/li>\n<\/ol>\n<\/nav>\n<\/aside>\n<article class=\"article__main\">\n<header class=\"article__head\">\n        <span class=\"eyebrow\">After your purchase<\/span><\/p>\n<h1>Warranty terms<\/h1>\n<p class=\"article__lead\">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<p class=\"article__meta\"><span>Doll.shop<\/span> \u00b7 <time datetime=\"2026-09-03\">Last updated 3 September 2026<\/time><\/p>\n<\/header>\n<div class=\"prose article__body svc__body\">\n<h2 id=\"statutory-warranty\">Statutory warranty<\/h2>\n<p>All products are covered by the statutory warranty: under normal use, the product must meet what you may reasonably expect from it. If there is a manufacturing defect, we will arrange a free repair, partial replacement (for example a new head or a new hand) or, if that is not possible, replacement of the product. Report a defect within two months of discovering it; the sooner you report it, the better we can help.<\/p>\n<h2 id=\"handcraft-and-small-variations\">Handcraft and small variations<\/h2>\n<p>Dolls are largely finished by hand. As a result, make-up, eyelashes, hair, skin tone and skin texture may differ subtly from the photos, and colour reproduction can vary between screens. Such minor variations are part of the product, do not affect use, and do not in themselves constitute a defect. At Doll.shop you also see the actual unit you will receive, so surprises are limited.<\/p>\n<h2 id=\"what-is-and-is-not-covered-by-the-warranty\">What is and is not covered by the warranty<\/h2>\n<p><strong>Covered:<\/strong> manufacturing defects in the material or the skeleton, such as tearing at seams without overloading, a joint that does not hold from the start, loose connections, or missing parts on delivery.<\/p>\n<p><strong>Not covered:<\/strong> wear parts such as wig, eyelashes, nails and make-up; normal wear from use; damage from incorrect or careless use, from overloading joints, or from exceeding the skeleton&#8217;s range of motion; damage from dropping, impact or water; staining from clothing that transfers dye; damage from a lack of maintenance (for example not powdering TPE); and damage from heat sources.<\/p>\n<h2 id=\"repair-under-warranty\">Repair under warranty<\/h2>\n<p>Many minor defects can easily be fixed at home. In most cases we will send you a free repair kit with clear instructions, and help you step by step by WhatsApp or video call. For more complex defects, we ask you to send the doll, together with proof of purchase, to our service address; we assess the defect and repair or replace the product. We cover the shipping costs of a justified warranty claim.<\/p>\n<h2 id=\"repair-outside-the-warranty\">Repair outside the warranty<\/h2>\n<p>We are also happy to carry out repairs outside the warranty: a torn seam, a loose finger, a damaged insert. You will always first receive a no-obligation quote covering the work and the cost, and we only start once you have approved it.<\/p>\n<h2 id=\"how-to-report-a-defect\">How to report a defect<\/h2>\n<p>Use <a href=\"https:\/\/staging.doll.shop\/en\/contact\/\">the contact form<\/a> with &#8220;Warranty or defect&#8221; as the subject, or send us a WhatsApp message. Describe the problem specifically, add photos or a short video, and state your order number. You will receive a substantive reply within 5 working days; usually much sooner.<\/p>\n<h2 id=\"damage-on-arrival\">Damage on arrival<\/h2>\n<p>If the box or the product is damaged on arrival, contact us as soon as possible and send photos of the packaging and the damage. Do not use the product until you have heard from us. We arrange transport damage with UPS; you do not need to do anything for this.<\/p>\n<\/p><\/div>\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<section>\n<div class=\"section__head\">\n<h2>After your purchase<\/h2>\n<\/div>\n<div class=\"kb\">\n<article>\n<h3><a href=\"https:\/\/staging.doll.shop\/en\/customer-service\/returns-and-right-of-withdrawal\/\">Returns and right of withdrawal<\/a><\/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<p><a href=\"https:\/\/staging.doll.shop\/en\/customer-service\/returns-and-right-of-withdrawal\/\">Read more \u2192<\/a><\/article>\n<article>\n<h3><a href=\"https:\/\/staging.doll.shop\/en\/customer-service\/model-withdrawal-form\/\">Model withdrawal form<\/a><\/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<p><a href=\"https:\/\/staging.doll.shop\/en\/customer-service\/model-withdrawal-form\/\">Read more \u2192<\/a><\/article>\n<article>\n<h3><a href=\"https:\/\/staging.doll.shop\/en\/customer-service\/complaints-procedure\/\">Complaints procedure<\/a><\/h3>\n<p>Not satisfied? How to file a complaint, how quickly we respond and what independent mediation is available through ValuedShops.<\/p>\n<p><a href=\"https:\/\/staging.doll.shop\/en\/customer-service\/complaints-procedure\/\">Read more \u2192<\/a><\/article>\n<article>\n<h3><a href=\"https:\/\/staging.doll.shop\/en\/customer-service\/frequently-asked-questions\/\">Frequently asked questions<\/a><\/h3>\n<p>The answers to the questions we get most often: about shipping, discretion, payment, returns, materials, care and our range.<\/p>\n<p><a href=\"https:\/\/staging.doll.shop\/en\/customer-service\/frequently-asked-questions\/\">Read more \u2192<\/a><\/article>\n<\/div>\n<p style=\"margin-top:14px\"><a href=\"https:\/\/staging.doll.shop\/en\/customer-service\/\" class=\"btn btn--ghost\">\u2039 All topics<\/a><\/p>\n<\/section>\n<\/article><\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Home Customer service Warranty terms Customer service Ordering &amp; delivery Delivery times and shipping costs Payment methods and discreet payment After your purchase Returns and right of withdrawal Model withdrawal form Warranty terms Complaints procedure Frequently asked questions Company &amp; terms About Doll.shop Responsible range Company details Terms and conditions Privacy statement Cookie policy On [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":785,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-798","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/staging.doll.shop\/en\/wp-json\/wp\/v2\/pages\/798","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=798"}],"version-history":[{"count":1,"href":"https:\/\/staging.doll.shop\/en\/wp-json\/wp\/v2\/pages\/798\/revisions"}],"predecessor-version":[{"id":1122,"href":"https:\/\/staging.doll.shop\/en\/wp-json\/wp\/v2\/pages\/798\/revisions\/1122"}],"up":[{"embeddable":true,"href":"https:\/\/staging.doll.shop\/en\/wp-json\/wp\/v2\/pages\/785"}],"wp:attachment":[{"href":"https:\/\/staging.doll.shop\/en\/wp-json\/wp\/v2\/media?parent=798"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}