Order Process & Delivery
Below are some of our most frequently asked questions around our shipping. If you have any questions please feel free to contact us.
What is the ordering & shipping process?
Once you place your order on our website, the process is as follows:
- We check over your order to ensure everything is OK
- The order is sent through to our production team
- The doll is built – we are sent images of the doll for the first line quality check
- The doll is shipped to our warehouse in the UK or USA, where it undergoes a physical quality control check
- The doll is then shipped to you, depending on when you have requested delivery
Production time of the doll is around 3 days once we have placed the order with our suppliers. Then it takes around 5 days for the doll to arrive at our warehouse.
Shipping time is generally next working day once we receive the doll and have inspected it for quality, but will vary depending on location. You will usually receive your doll within 14 – 21 days of ordering with us.
On rare occasion an unavoidable delay may occur during the production of your doll, of which we will notify you via email.
If we are shipping to countries outside of the UK, the doll will be sent direct to the customer. We will still handle the customs etc.
Is my doll sent from the UK or China?
Your doll is sent to you directly from the UK.
Unlike most other vendors, we go through a strict quality control procedure to ensure your doll is in great condition. It is always worth asking a potential vendor where the doll will be shipped from, as most posing to be in the UK are located overseas and simply dropshipping.
If you are outside of the UK, your doll will be sent directly to you in order to avoid further shipping costs.
Do I have to pay customs fees?
Absolutely not – the doll is shipped to us and is our responsibility when it arrives into the country, therefore it is our responsibility to pay the customs charges.
The price you see on the website is the price you pay.
How long will my doll take to arrive?
Usually after an order has been taken and the payment has been accepted, we will process the order within 24 hours, after which the doll is then made.
We would usually expect to receive the doll within 14 days, after which we do a quality control check and then ship the doll out to you.
In short, anywhere between 14 – 21 days is the normal time for a doll delivery.
Is the packaging discreet?
Absolutely, the doll packaging does not identify the contents.
The dolls are packaged in a plain brown box. The size of the box is dependant on the size doll you order, but it will usually be around 150cm tall, 42cm wide and 28cm deep.
How will my doll be packaged?
All of our dolls arrive in a plain brown box. The box has no identification on it is as to the contents.
Our shipping suppliers know that your parcel is fragile, however do not know what the contents of the box is, keeping 100% discretion.
Why don't you ship to my country?
Do you let me know when my delivery is coming?
If you would like your doll to be delivered on a specific day, please let us know in the order comments so we can accommodate this.
You will be given a tracking number for you to track your parcel. Once you have this, you can also change the date and amend delivery details as you wish.
What delivery options do I have?
Our dolls are delivered via UPS & TNT. The deliveries arrive between 9am – 6pm. We are able to give you a timed delivery if you wish, for an additional £20. If you wish to do this, please enter in the order notes and one of our advisers will provide you with a payment link after your order to pay the extra shipping costs.
You can select the day you would like your doll to arrive.
If you would like it to arrive as soon as possible, just order as normal.
If you would like to select the day, please just pop in the order notes a date that would suit you. Keep it mind when selecting your date that it can take up to 3 weeks for the order to fully complete, in which case we will do our best to accommodate your delivery date.
Should be not be able to, we will notify you via email and select another date that suits you.
What is your refund & replacement policy?
As your sex doll is a custom product created just for you, once production of your doll has begun your order may not be cancelled for any reason.
A Replacement will be granted only if you have received an incorrect item due to our error. If you have received a defective item, we may opt to fix it or replace it at our discretion. In which case we are happy to pay for the return shipping, fix or replace the item at no additional charge and ship it back to you. (standard production and shipping times apply). For more information on this, see our SSW 100% Satisfaction Guarantee here.
You should report any problems with your product within 24 hours of accepting delivery.
WARNING: Sex toy laws dictate that we cannot accept a return of a sex doll.
Unfortunately, Items that are damaged through improper use are not eligible for repair or exchange, regardless of the duration of time the product was used for.
Customer satisfaction is very important to us. If you have any problem with your order, please contact us and we will do our best to fix the issue immediately.