Help Centre/Returns, Warranty & Faults
Something arrived faulty or damaged
Tell us within 7 days of delivery. For sex dolls the window is 24 hours — see the doll guarantee.
What to send us
- Your order number
- Clear photos of the fault, and of the outer packaging if the parcel arrived damaged
- A short video showing the problem in action
Keep the packaging until it is resolved. If a courier damaged the parcel, the packaging is the evidence.
What happens next
A confirmed fault is put right with a replacement. You choose:
- the same product again, or
- a different product of the same value, or
- a higher-value product, paying the difference
Faulty items are replaced rather than refunded. If you would rather have something different, the second and third options are there for exactly that.
You pay nothing on a valid fault claim: no return shipping, no processing fee.
Before you report it — one check
If the problem is that the toy will not charge or will not switch on, run through My toy will not charge or turn on first. Most of those turn out to be the cable, the contacts or the travel lock, and you will have it working in five minutes rather than five days.
What is not a fault
Surface marks, colour variation between production batches, and the normal smell of new silicone or TPE. If you are unsure, send a photo and ask — it costs nothing to check.
Still need help?