Returns & cancellations
Honest policies,
written by people.
14-day grace
Cancel for any reason within 14 days of order.
Within fourteen days of placing your reservation, you may cancel for any reason and receive a full refund to your original payment method. The atelier has not yet committed materials, so this is straightforward.
After day 14
Production has begun. Exchanges only.
After day 14 the atelier has cast, painted and committed materials specifically for your order. We can exchange your order for a different version of the same companion (price difference settled either way) but cannot refund.
On arrival
Inspect within 7 days of delivery.
Inspect your companion within seven days of receipt. If anything arrives damaged, photograph it and email orders@divinadoll.shop. We will arrange repair, replacement or refund depending on the issue.
Hygiene
No returns once unpacked, except defects.
For obvious hygiene reasons, companions cannot be returned once unpacked unless they have a manufacturing defect. This aligns with EU consumer law for personal-care goods.
Help
We resolve issues directly with you.
We do not outsource support. A real person at Divina Doll handles every claim. Email orders@divinadoll.shop with your order number and we will reply within one working day.