Frequently Asked Questions
Hopefully you will find an answer to that pesky question here!
PAYMENTS
CAN I PAY IN ANY OTHER CURRENCY?
We only accept GBP/Great British Pounds. Any order using a different currency will be automatically cancelled.
I CHANGED MY MIND! DO YOU ACCEPT RETURNS/OFFER REFUNDS?
All sales are final. Payments, deposits, installments and fees are not refundable.
If any part is defective, let us know immediately. All products are thoroughly inspected before shipping, but we are happy to help in some cases, in the end we are still human and may make a mistake. You can find more info in our Refund Policy.
I CAN'T PAY ALL RIGHT NOW BUT I DON'T WANT TO MISS IT, DO YOU OFFER LAYAWAY/PAYMENT INSTALLMENTS?
Of course! We are happy to offer Layaway/Payment Installments for certain types of orders. Up to 5 payments (first being the reservation fee and more 4 monthly interest free payments), each separated 30 days from the last. You can find more info in our guide How to do Layaway and our Terms of Service.
I PAID THE RESERVATION FEE OF A LAYAWAY BUT I CAN’T PAY THE REMAINING INSTALMENTS. CAN I GET IT BACK?
We don't offer refunds for any deposits or full payments. If you fail to complete any of the installments in due time, the order will be canceled. Be mindful of this while placing your order. We apologize for any incovenience this may cause. You can find more info in our Refund Policy.
PRODUCTS
WHAT DOES IN STOCK AND PREORDER MEAN?
Products that are in stock are products that are available and ready to be processed and shipped to you after placing an order. We don't usually work with much stock due to limited space to store it, but there will be times that we offer limited amounts that are ready to go.
Products that are for pre-order means that they are either close to completion or are still waiting to be manufactured/cast/produced. Waiting times are longer than in stock processing time since our manufacturers will be working on the amounts ordered from us. We completely trust our manufacturers but delays may happen. This way of work allows people to comfortably apply for layaways and plan ahead receiving their product. It also allows us to operate with products with bigger productions or complicated manufacturing that we couldn't do ourselves otherwise.
Your support is inmensely appreciated whichever you choose!
WHY DO SOME OPTIONS/VARIANTS COST MORE?
You will find that some variants will add extra to the final price. This may be for different reasons: it may be an extra that's not included in the main package (like an extra part) or some resin colors cost way more to produce due to the saturation/darkness of the pigments.
I DON'T WANT TO MISS MY CHANCE. ARE PRE ORDERS LIMITED IN TIME OR QUANTITY?
Usually our Pre-orders are limited in time, with a limited, hidden and variable, amount of units. We aim to have each pre-order at least open overnight the first day so people from different timezones can join! But we still reserve the right to close any pre-order before the limited time announced.
The reason behind the variable amount of units it's because we want to offer as much as we can but be mindful of how many orders we can handle for each and future pre-orders. We are a small team with a very limited space. This way won't impact our process more than necessary and your experience in a negative way.
To elaborate a bit further, it doesn't make a huge difference for us to handle, for example, 35 orders if the limit would have been set to 30 if that offers the possibility for more people to join. It would be a difficult for us to process all if our estimations are set to 30 orders but we sell 100. That would impact the times of every part of the manufacturing.
I WOULD LIKE TO PURCHASE A PRODUCT THAT IS SOLD OUT. WILL IT BE AVAILABLE AGAIN AT SOME POINT?
Probably yes! Unless it is a limited edition, and it's been stated as so in the description/marketing, it is very probable that the product will be available again in the future.
For example, Somnia Crawler Dolls are not limited per se, but their Legendary version is limited (that includes gifts that you can only find on this version). There will be a basic edition of that sculpt in upcoming pre-orders that won't include those gifts.
Follow us on social media and subscribe to our newsletter to keep up with the news!
I MISSED A PREORDER. CAN I JOIN A WAITING LIST FOR THE NEXT ONE?
We don't plan on offering waiting lists any time soon. We apologize for the inconveniences this may cause.
DO YOU HAVE ACTIVE DEALERS/DISTRIBUTORS? DO YOU ACEPT OFFERS TO BECOME ONE?
We currently aren't working with any authorised dealers or re-seller. We are happy to hear about anyone that may be interested.
DO YOU SPONSOR PEOPLE?
Yes. We also started as hobbyist and, as passionate people, we know it's really difficult to frow from scratch sometimes!
So we love supporting creators and give back to the community! At times we may offer sponsors so, if you like your products and you think it would help your career and content, we are happy to have a chat! Especially if you're part of a minority. We welcome LGBTQIA+ folks and people of colour.
I LOST THE CERTIFICATE THAT CAME WITH MY PRODUCT. COULD YOU SEND A REPLACEMENT?
Unfortunately no. We try to put a lot of care in our CoAs with uniqueness, as a way to demonstrate you have a product that is from us (either serialised, signed or both) and to fight against counterfeits, so you know is true and original.
WHAT IS A RECAST, BOOTLEG OR COUNTERFEIT?
A recast, also known as bootleg or counterfeit, is an illegal copy produced and manufactured by unauthorised third parties. Due to the nature of the products we sell, some can be moulded and recasted to produce illegal copies that will be sold in other platforms that are not ours. This violates our rights and livelyhood. It is extremely difficult to fight agains this practice so we would appreciate any case you may find so we can take legal action if needed.
We can't make sure a counterfeit is up to our standards, so if you decide to support these practices, we are not responsible of what you receive.
Be extremely wary of websites that offer products like ours as a cheap bargain and/or are not authorized to distribute them.
I BOUGHT YOUR PRODUCT SOMEWHERE ELSE. DO YOU OFFER CUSTOMER SUPPORT FOR IT?
Unfortunately no. While we are happy with the use of second hand market, we can't be sure that the product has been taken good care of or if it's original from us and not a counterfeit. Customer care as if it was an order placed to us directly will not be a possibility.
ORDERS
HOW DO I PLACE AN ORDER?
It is really simple.
First you need to register an account in our website. Please, double check that all your info has been placed correctly to avoid any future problems! You will receive a confirmation email when you finish this step.
Then, you just need to navigate to the product you'd like to order!
If the item you want to purchase is available (either in stock or via pre-order) you should be able to add it to the shopping cart easily, after choosing options/variants if any. If not, the product it will probably shown as "out of stock".
Some products require options/variants, others don't, so keep an eye on that! They will be labeled as required and with some hot tips in case you need extra info about that variant.
IMPORTANT: for products that are NOT ordered through layaway Options/variants that cost extra will be added to your same order but separately of the main product, do NOT remove them. If you remove them and check out we may cancel your order due to appearing as an incomplete set. For layaway the prices shown are informative but they will be charged within the monthly installments.
*If, for whatever reason, you remove any option/variant by mistake or you have chosen a wrong one and want to change it, remove all the items from your cart and start over to avoid any problems with your order!*
Then you just need add it to your shopping cart and proceed with the check out.
This is the time you double or triple check that all your items, and options/variants, are correct; Please, make also sure that the billing and shipping addresses are correct. (checkout is set up as "use the same address for billing" by default, but you can change it if you need to)
After reviewing your details you just need to choose a payment method (Card payment, Google/Apple Pay, and Paypal) and proceed with the payment.
You'll be charged for the amount of your order and now, just wait for it to be processed and sent to you.
You should receive a confirmation email on your order being placed and confirmed. If not, please, reach out to us, we will be happy to help. Keep this email around for future reference, just in case.
Remember that pre-orders will take longer waiting times than in stock items, so we appreciate your patience. There is an estimated time of production shown in the description of the item and it will vary depending on the type of production.
And that is pretty much it! If you have any question feel free to reach out. We are happy to have you.
HOW CAN I KNOW WHEN A NEW PRE-ORDER OR STOCK SALE IS GOING TO HAPPEN?
You just need to keep an eye out to our social media, website or newsletter to be in the loop about future preorder and sales.
I CAN'T DECIDE. CAN I BUY MORE THAN ONE ITEM AT THE SAME TIME?
Of course. We don't have any limitation in place at this moment. We will try ship all items together but there may be instances we need to separate it. In which case, we will let you know.
I WON’T BE AVAILABLE AT THAT TIME THE PREORDER GOES LIVE. CAN YOU HOLD IT OPEN/RESERVE ONE OF THE ITEMS FOR ME?
Unfortunately we don't offer reservations or hold the preorder for anyone specifically. We would love for everyone to have an ample oportunity to take a slot in a preorder but it is not feasable for us to cater to every different circumstance, We apologize for any stress this may cause.
We have changed our pre-order system to be time limited and let customers have more oportunities to join a pre-order, be less stressful and fair overall.
I REGRET MY DECISION. CAN I CHANGE THE ITEMS OF MY ORDER?
We are happy to look into it but understand that in many situations we will not be able to help or offer a change without canceling and placing another new order. It is not possible to change your order after a pre-order has been closed.
SHIPPING
WHICH SHIPPING SERVICES DO YOU OFFER?
We offer different types of shipping services. You can learn more in our Shipping Policy.
We offer several options from more affordable basic Registered Mail (with no insurance), to more expensive ones such as DHL Express with insurance. Depending on the shipping method chosen, delivery times will vary.
If you choose an option that's not insured we’re not responsible for any damaged or lost parcels during transit and we can't guarantee a replacement or a refund.
In any case, we will not be responsible for any delays caused by things outside our control, like worldwide conflicts, slow mail services, or Custom/Tax processes.
Tracking number will be provided once your order ships. We are not responsible if the tracking updates slowly as it's outside our control. Keep in mind that you may be subject to import taxes.
DO YOU SHIP WORLDWIDE?
Yes, but we reserve the right to stop shipping to a certain country if we feel the need to do so.
You can check which countries we currently don't ship to in our Shipping Policy.
HOW LONG DOES IT TAKE FOR A AN ORDER TO BE SHIPPED?
Read carefully the estimated times for shipping in the product description. Estimate times for production, processing and delivery vary depending on the product and if it's an in-stock product or a pre-order. Once the order is shipped, the days it will take to arrive will vary depending on the type of method chosen, the country of destination, customs, etc.
We appreciate your patience.
WHEN WILL I BE CHARGED FOR THE SHIPPING FEES?
For products that are in stock shipping will be calculated and charged at checkout.
For products that are pre-orders shipping fees will be calculated, drafted and sent to you separately from your main order once the products have arrived at our studio or the Layaway installments have been completed (which ever is the latest), meaning the order is ready to be processed and shipped to you.
This will apply to every pre-order unless stated otherwise in the product description.
We apologize for any inconvenience this may cause. You can find more info in our Shipping Policy.
BALL JOINTED DOLLS
WHAT IS A BALL JOINTED DOLL?
Ball Jointed Dolls or BJD are dolls that have balls (or engineered-ball-like) joints and are mostly hollow so they can be strung with ellastic strings. They are fully possable and playable. You can customize them as your own characters and they're just so joyful to play with, paint and take pictures.
Be mindful, although they're still dolls, these are not toys for minors.
WHAT DOES LEGENDARY VERSION MEAN? IS IT LIMITED?
Legendary versions are just a way to say thanks to the early adopters by giving back with extra free basic parts and some legendary limited ones. Your support in the early pre-orders of a new sculpture means so much to us and let us continue working on what we love.
The legendary parts are specific to each sculpt and will be discontinued as soon as we don't offer that version anymore, after the first or second pre-order.
These parts may be hands, horns, masks, weapons, alternative versions of heads, CoAs, etc.
WILL THERE BE A BASIC VERSION FOR THE LEGENDARY VERSION DOLLS?
Yes, absolutely! All dolls will be available later in time as just basic versions of any sculpt.
There may be times that we decide to discontinue any sculpt but we will try to offer a last chance to get them if this situation would take place.
CAN I CHOOSE A COLOR FROM ANOTHER PRE-ORDER FOR THE CURRENT ONE?
Unfortunately no. Each color for each doll are specific to that pre- order and sculpt.
We try to expand our catalogue of colors to keep creating original things, so we usually choose colors centered around each different kind of doll. There may times that color crossovers happen as they would fit the sculpt independently, like Nara and Seol who share one resin color but not the rest.
At times we may offer stock for colors that will be rarely available, as limited versions.
ARE YOUR DOLLS A SPECIFIC GENDER?
No! They can be whatever you want them to be!
You may have noticed that our dolls do not have any specific genitals and we refer to them as they/them, non-binary mostly. We believe in being inclusive and our work tends to be really androgynous. In any case, you can choose for different types of upper torsos that would fit your ideal character better. There are more femme looking types and more androgynous and flat ones. We plan to keep expanding possibilities in the future.
We do not plan to assign genders to any doll designed by us. Just in the case that we work with an IP of any external creator of specific characters that are gendered.
DO YOU OFFER DEFAULT MAKE-UP?
Not always. If we are able to allocate time in the schedule for them, we will offer them as a possible extra for your order.
DO YOU OFFER CUSTOMIZED MAKE-UP?
Unfortunately not at this time. We will offer one of a kind dolls with special make-ups, different from the default, from time to time as stock sales.
DO THEY COME WITH WIGS, PAINTED OR CLOTHES LIKE SHOWN IN THE PROMOTIONAL PICTURES?
No. Dolls will come blank unless described as painted like in pictures or added makeup as an extra. They may include eyes in most of cases, but they will come with no wig or clothes unless described otherwise in the product page of the doll.
A PART BROKE IN TRANSIT, DO YOU OFFER A REPLACEMENT?
When possible we are happy to help and send a replacement if a part breaks during transit. We will be happy to help too If any part is severely miss cast and we have missed it during the processing time of your order. We are only human!
Be aware that sometimes we need to wait for our manufacturer to send said replacements so it may take some time to get that piece back to you.
MY DOLL HAS SEAMLINES, IMPERFECTIONS, OR TINY BUBBLES, CAN I EXCHANGE IT FOR A PERFECT ONE?
There's no such thing as perfection. Seamlines, sanding marks where the resin is poured and other minor imperfections won't be replaceable as they may be result of the method of casting. Some colors are better left as is than trying to sand them fully manually.
Some types of resins that include glitter may have more not perfect, gritty or unfinished surfaces, these won't be considered for a replacement unless severe.
Don't hesitate to reach out if you think you have a reasonable inquiry to replace a part that may be considered a miscast! We inspect every doll thoroughly during the processing and shipping to you but we are only human, we may miss some pieces!
IS IT SAFE TO HOT-GLUE THE JOINTS OF MY DOLL?
Yes, absolutely! In fact, we do recommend that you hot glue the joints of your doll for better posing.
We are really confident in how well they pose with no extra added but sometimes they will try to kick you! Resin surfaces that are polished are kind of slippery, so hot glue gives that extra support to hold poses!