OOAK & made-to-order pieces
Because each piece is unique or hand-built specifically for you, we can't accept returns for fit, color preference, or change of heart. If the piece arrives damaged or materially different from the listing photography and description, we'll make it right — see “Damaged in transit” below.
Standard items
You have 14 days from delivery to request a return on BJD kits, accessories, and anything not marked OOAK or made-to-order. To qualify:
- Item must be unused and in its original packaging.
- Buyer pays return shipping.
- Refund issued to the original payment method within 3 business days of us receiving the return in acceptable condition.
Blind-box items
Because the fun is in the surprise, blind-box purchases are final sale. Damaged-in-transit claims still apply.
Damaged in transit
Open the box within 7 days of delivery and inspect the piece. If something arrived damaged:
- Email orders@moevidoll.com within 7 days.
- Include your order number and photos of the damage (inner packaging + the piece itself).
- We'll respond within 2 business days with either a refund, replacement, or repair arrangement — your choice, depending on the piece.
Cancellations
Contact us right away if you need to cancel. Once a made-to-order piece is underway (materials cut, base hand-sculpted) we can't cancel for a full refund — we'll refund materials cost minus labor to date.
Refunds
Approved refunds are issued to your original payment method via Stripe. Expect 5–10 business days for the funds to appear depending on your bank.
Etsy orders
Orders placed on our Etsy shop follow the return policy listed on that listing. Contact us via Etsy Messages for Etsy orders.
Contact
Questions or to start a return: orders@moevidoll.com. See also our Shipping Policy.