Returns And Cancellation Policy

If you cancel your order before it is processed, you get a 100% refund.  On custom dolls we normally wait 48 hours to give people a chance to cancel or alter their order but if requested by the customer or the doll is on sale, we may process the order immediately.  On sale dolls are processed as soon as possible to ensure all benefits of the sale are not missed.  In stock and on sale dolls are generally processed in less than 24 hours.   

If the order has been processed but the manufacturer has either not started building the doll, or in the case of in stock dolls the doll has not yet shipped, you will get an 80% refund.  If the manufacturer has already started production or the doll has shipped, we will not cancel the order.  Please remember, most of these are highly customized dolls.    

All dolls are subject to very strict quality control measures and are inspected prior to shipping.  However, if a defective doll makes it through and you let us know immediately (within 48 hours of receiving the doll) and you have not yet used the doll, we will cover the cost of returning the doll.

If you read our satisfaction guarantee, the below steps will look familiar to you as these same steps must be followed for any return after the doll has been received by the customer.  Also, the same items not covered by the satisfaction guarantee are not covered by our standard return policy.

    Inspect your shipment immediately both inside and out. Check the box for damage and check the doll for damage as well.
    Take photos or video of everything as you unpack. Take pictures or video of the outside of the box, the inside and of the doll and accessories.  Pictures and video can only be helpful.
    The doll must be in the same condition it arrived in and all parts and accessories it came with must be included for the doll to be shipped back to us.
    The doll must be in its original packaging.
    We require a receipt or proof of purchase.
    Do NOT use your doll before inspecting it. Once the doll is used, we CANNOT take it back as that is not sanitary.  There are some sites that sell used dolls but we do not.
    If you find damage or there is an issue, contact us immediately. You can use the Contact Us form on our website, send us an email at info@ederracore.com or call us at (307) 439-4770.  If you choose to call us and it is after hours, leave us a voice mail with your contact information and we will return your call.
    Please specify exactly what the problem is in as much detail as possible. Also, please include photos or video whenever possible.

What is Not Covered

    Skin – Minor variations or imperfections to the dolls skin such as slight color variations or seams.
    Nails – Nails (both finger and toe) do occasionally come loose in transit and can easily be reattached with nail glue.  Chips in the nail polish are also not covered and can easily be handled by repainting.
    Eye lashes – Eye lashes are another item that tends to come loose and are also easily reattached.
    Makeup – Every doll is hand made so you will usually receive photos of the doll before it ships. (We do have a few budget brands that have little to no makeup and do not send photos.)  If there are issues with the makeup, these can easily be resolved before the doll ever leaves the warehouse.  This is NOT the time for special requests but merely to ensure the doll is as shown in the website photos.  Please remember, all non in stock dolls are customized and individually hand finished for the makeup so each one will be slightly unique.

 

Sex dolls are tough but not indestructible and we will not replace dolls that are damaged by the customers.  We do have care, handling, and cleaning guides for our customers to refer to in order to avoid such situations in addition to the documentation sent by the manufacturers with the dolls.  If you do accidentally damage your doll, (it happens to the best of us) and you would like us to repair your doll for you, please either send us an email to sales@ederracore.com or you can fill out the contact form on our webpage.  Otherwise, we do have videos on how to repair your dolls on our site.

Minor Damage i.e. Small Tears or Missing Parts

If your doll arrived with some minor damage (for example a small tear or some minor missing parts) and you contact us within 48 hours of receipt of the doll, we have a few options:

    Partial refund – we can issue you a partial refund for the missing parts or damage to your doll.
    Send you the items that are missing or for minor tears we can send you a repair kit free of charge and you can repair the doll yourself following the repair videos on our site or if you like we can even walk you through the repair process.

Exchanges

    Due to concerns over hygiene, high shipping costs and the highly customized nature of these dolls we cannot exchange dolls if you change your mind after getting your doll.  We do, however, offer discounts on heads, wigs, eyes and clothing for returning customers, all of which can make your doll look completely different.  We want you to be happy with your purchase.  Please email (sales@ederracore.com) or call (307-439-4770) us and we will be happy to set up a personalized discount code for accessories if you have already purchased a doll.