{"id":805,"date":"2026-09-03T18:42:50","date_gmt":"2026-09-03T18:42:50","guid":{"rendered":"https:\/\/staging.doll.shop\/customer-service\/returns-and-right-of-withdrawal\/"},"modified":"2026-09-03T20:39:49","modified_gmt":"2026-09-03T20:39:49","slug":"returns-and-right-of-withdrawal","status":"publish","type":"page","link":"https:\/\/staging.doll.shop\/en\/customer-service\/returns-and-right-of-withdrawal\/","title":{"rendered":"Returns and right of withdrawal"},"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\">Returns and right of withdrawal<\/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\/\" aria-current=\"page\">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\/\">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=\"#cooling-off-period\">Cooling-off period<\/a><\/li>\n<li><a href=\"#how-to-register-a-return\">How to register a return<\/a><\/li>\n<li><a href=\"#cost-of-returning\">Cost of returning<\/a><\/li>\n<li><a href=\"#exception-sealed-products\">Exception: sealed products<\/a><\/li>\n<li><a href=\"#exception-custom-made-products\">Exception: custom-made products<\/a><\/li>\n<li><a href=\"#condition-of-the-product\">Condition of the product<\/a><\/li>\n<li><a href=\"#exchanging\">Exchanging<\/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>Returns and right of withdrawal<\/h1>\n<p class=\"article__lead\">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 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=\"cooling-off-period\">Cooling-off period<\/h2>\n<p>You have the right to withdraw from your order within 14 days of the day of receipt, without giving any reason. After you notify us, you have a further 14 days to send the product back. We refund the full purchase amount, including the shipping costs you paid, within 14 days of your notification. We may withhold the refund until we have received the product or you have shown that you have sent it back.<\/p>\n<h2 id=\"how-to-register-a-return\">How to register a return<\/h2>\n<ol>\n<li>Notify us of your withdrawal within the cooling-off period using the <a href=\"https:\/\/staging.doll.shop\/en\/customer-service\/model-withdrawal-form\/\">model withdrawal form<\/a>, the <a href=\"https:\/\/staging.doll.shop\/en\/contact\/\">contact form<\/a>, or by email. Please state your order number.<\/li>\n<li>Within one working day you will receive a confirmation from us with return instructions and a UPS return label.<\/li>\n<li>Pack the product in the original box with all parts included, and send it within 14 days of your notification.<\/li>\n<li>As soon as the product has been checked by us, you will receive the refund via the payment method you used.<\/li>\n<\/ol>\n<h2 id=\"cost-of-returning\">Cost of returning<\/h2>\n<p>The cost of return shipping is at your expense. Because a doll is a large and heavy parcel, this cost is higher than for a regular parcel:<\/p>\n<div class=\"tablewrap\">\n<table>\n<thead>\n<tr>\n<th>Product<\/th>\n<th>Return cost<\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td>Sex doll or torso<\/td>\n<td>approximately \u20ac85 per parcel<\/td>\n<\/tr>\n<tr>\n<td>Accessories<\/td>\n<td>\u20ac6.95<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/div>\n<p>If you use our return label, we deduct this amount from the refund. If a parcel is refused or not collected from a pick-up point and is returned to us, the same costs apply.<\/p>\n<h2 id=\"exception-sealed-products\">Exception: sealed products<\/h2>\n<p>For reasons of hygiene and health protection, the right of withdrawal lapses for products whose seal has been broken after delivery. This applies to sex dolls, torsos and masturbators, as well as to wigs, lingerie and outfits, and to lubricant, care powder and intimate wash.<\/p>\n<p>Every doll is delivered sealed. As long as the seal is intact, you can return the doll. Once the seal has been broken, we can no longer take the doll back for reasons of hygiene. This is the only way we can give both you and our other customers the certainty that every doll is new and unused. If you have doubts about a model, contact us before opening; we are happy to help with photos, measurements and advice.<\/p>\n<h2 id=\"exception-custom-made-products\">Exception: custom-made products<\/h2>\n<p>Products made to your specifications are excluded from the right of withdrawal. This is then clearly stated on the product page. Custom-made items do not feature in our standard range: you always see exactly the unit you will receive.<\/p>\n<h2 id=\"condition-of-the-product\">Condition of the product<\/h2>\n<p>During the cooling-off period, handle the product and packaging with care. You may unpack and inspect the product as you would in a shop. If there is a reduction in value because the product has been used more than was necessary for that purpose, we may charge you for it.<\/p>\n<h2 id=\"exchanging\">Exchanging<\/h2>\n<p>If you would like a different model, you can return your first order and place a new one. This is the fastest way to get your new model at home. Feel free to contact us first; we are happy to help you think through length, weight and material.<\/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\/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\/warranty-terms\/\">Warranty terms<\/a><\/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<p><a href=\"https:\/\/staging.doll.shop\/en\/customer-service\/warranty-terms\/\">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 Returns and right of withdrawal 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 [&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-805","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/staging.doll.shop\/en\/wp-json\/wp\/v2\/pages\/805","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=805"}],"version-history":[{"count":1,"href":"https:\/\/staging.doll.shop\/en\/wp-json\/wp\/v2\/pages\/805\/revisions"}],"predecessor-version":[{"id":1129,"href":"https:\/\/staging.doll.shop\/en\/wp-json\/wp\/v2\/pages\/805\/revisions\/1129"}],"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=805"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}