Return and Refund Policy

Our Returns & Refunds Policy is valid for 30 days after the date of delivery.

You have a right to a replacement product for any products that arrive with irreparable damage or significant manufacturing faults. Replacements will be offered when repairs are not possible. Refunds will only be offered if a replacement is not possible. 

We strongly recommend taking a video/photographs of the box exterior upon arrival, especially if you notice any damage. Photographic evidence will be required (emailed to us within 48hrs of delivery) to meet refund or replacement eligibility. All damage claims should be submitted through our damage report form. 

Missing items should be reported within 48hrs of delivery and replacements will be issued free of charge.

We do not accept return/refund for customized products. We will send photos for you to check before ship the doll to you. We will only make shipment if you said ok.

The journey from the workshop to your home can be a bit of a bumpy ride, and occasionally items become loose in transit. Our dolls are always thoroughly checked before dispatch by our workshop staff, Silicon Lover quality control team, and also by yourself (you’ll get the opportunity to review factory photos before dispatch). Please check your order carefully before approving dispatch to avoid any issues. In the unlikely event that your doll suffers some minor damage or compression during transport, customers are expected to make reasonable efforts to carry out repairs or fix minor issues under the guidance and help offered by Silicon Lover support staff. 

Compensation will not be issued to customers who make threats, unreasonable demands, attempt to blackmail or become abusive towards our staff. We try to resolve all issues with a smile, and often these situations require co-operation and patience.



Items eligible for refund or replacement must be unused, unwashed and must not be tampered with or altered. Items must be returned to Silicon Lover to meet refund or replacement eligibility. Items must be returned in their original condition, with their original packaging, accessories and extras must be included. Silicon Lover is not responsible for any return shipping costs incurred. We strongly recommend using a trackable shipping service or purchasing shipping insurance. Items returned to Silicon Lover will be inspected upon receipt. The final decision to issue a refund will be made at the discretion of Silicon Lover 10 - 15 days after receipt.



Our dolls are made by hand, with every doll being unique, there can be minor discrepancies and imperfections. The following imperfections and minor damages are exempt from our Returns & Refund Policy; skin imperfections, blemishes, scratches, marks, compression marks, micro-cuts, slight variations in the skin's surface, loose or missing fingernails/toenails, loose or missing eyelashes, minor discrepancies and inconsistency with facial make-up, and/ or body make-up. The following items are exempt from our Returns & Refund Policy; items that are used, washed, altered, made-to-order, customized, complimentary,  promotional items, free upgrades, free extras and replacement products. The following product damage is exempt from our Returns & Refund Policy: User damage that has occurred during use, after use, by miss handling or by incorrect cleaning methods. Compensation for any issues relating to items that are exempt from our Returns & Refund Policy will not be issued. 


Cancellation Policy


Cancellations requested within 24 hours of placing your order will incur a cancellation fee of £150 (approximately $184). As a gesture of goodwill, you will be issued a discount voucher of the equivalent value for any future purchases. Cancellations requests after 24 hours of placing your order will incur a minimum cancellation fee of 20% of the total order value. Cancellation requests during the final stages of the production process, can be offered a refund of the estimated shipping costs only.



We accept requests to change your order, depending on your product’s stage in the production process. If your order was placed less than 48hrs ago, we offer changes for free. Requests to change your order after 48hrs can be submitted through emailChanges to your order cannot be guaranteed and are made at the discretion of Silicon Lover and the relevant manufacturer. Changes to your order may cause delays and may also incur additional charges.  There is a charge for this service, which covers administration costs only, in the event that these changes cannot be made, the administration fee is non-refundable.


Silicon Lover reserve the right to review all returns, refunds, replacements and cancellations on an individual basis, final decisions will be made at the discretion of Silicon Lover. To request a return, refund, replacement, cancellation, amendment or for more information, please contact our friendly customer service team at