NO-HASSLE SATISFACTION GUARANTEE 

Inspection Upon Receipt

Upon receiving your doll, please thoroughly inspect it from head to toe and record the unboxing process with photos or videos. Do not use the doll until you have completed the inspection and confirmed it is in good condition. If you discover any issues, please contact our customer service team as soon as possible. We will provide the best solution for you. Refunds will not be issued for reasons other than product quality issues.

Warranty Process

Although we manually inspect each product before shipping to ensure it is in perfect condition, if you receive a damaged product or one with manufacturing defects, please follow these steps:

1. Send an email to customer support at [email protected], including your name, order number, and a description of the issue.
2. Attach evidence of the defect (photos or videos).
3. Our team will review your request and contact you as soon as possible.
4. If the issue is caused by our error or a manufacturing defect, we will process it promptly.

Please understand that due to the nature of our products, warranty claims for manufacturing defects must be submitted within 24 hours of delivery. Damages caused by improper use of the product are not covered by the warranty.

Important Notes

We only accept returns and exchanges for products purchased directly from the Lilydoll website (Lilydoll.com). Products purchased from third-party retailers must be returned according to the retailer’s return policy.

If you notice any issues within 24 hours of receiving your doll, please contact us immediately or email us at [email protected].

We are committed to providing you with high-quality products and excellent service. If you have any questions, please feel free to contact us!

What is not covered?

• User damage–Please be careful when you start using the lovely doll, all dolls have a thorough quality inspection before we ship to you. Any suspicious and user-generated damage will not be covered.
• Skin imperfections–It is normal that sometimes the computer screen would make a slight difference between the skin color picture and the doll you receive.
• Finger & Toe Nails – If a nail falls off during shipping, please just use our lash & nail glue to re-attach it because we use light glue to make sure nails can be removed by the buyer.
• Loose Eyelash – Each doll comes with a protective eye mask(spongy), if the eyelash falls off, you can re-attach it with our lash & nail glue by yourself.
• Makeup Difference – We have professional make-up artists to re-create the makeup made by the photographer in the picture. However, it’s not guaranteed to match 100%. Every doll may differ slightly versus the picture. In the rare event, you don’t like it, you can remove the makeup and create makeup as you prefer.
• Used Dolls–Any used dolls will not be eligible under the guarantee.

For the LilyDOLL guarantee to be valid, any discrepancies found with your items must be reported to us within 24 hours on receipt of your doll. Contact us, or email support at [email protected].