100% Authenticity Guarantee & Hassle-Free Money Back Guarantee
As an officially authorized supplier, we promise that all products are authentic and support full traceability, so you can shop without worries.
Guaranteed Authenticity
All products are from officially authorized manufacturers, eliminating counterfeit and substandard products.
Full order traceability
From production to delivery, the entire process is traceable to ensure the source can be checked
Table of contents
1. 100% authentic guarantee
We have established official partnerships with world-renowned brands, and all products are traceable, ensuring that every item you purchase is authentic.
Officially authorized cooperation
We are the official authorized supplier of many internationally renowned brands, including top manufacturers such as WM, YL, EX，SE, JY, etc., and have complete authorization qualification documents.
TDF Certified Manufacturer
All cooperating manufacturers have passed the strict certification of TDF (doll industry certification agency), and their production standards comply with international safety regulations to ensure product quality.
Factory direct supply guarantee
All products are shipped directly from the brand's original manufacturer without going through third-party middlemen, eliminating the risks of substitution and counterfeiting in the circulation process.
Double compensation for fake products
If you have purchased a counterfeit product, in addition to a full refund, we will pay an additional penalty of twice the order amount.
2. Order full traceability system
From production to delivery, every step is clearly traceable, allowing you to understand the status of your order at any time and ensure that the product source is reliable.
Track your order
Enter your order number to view the entire process from production to delivery and verify the authenticity of the product
Order number
How do I find my order number?
You can find your order number in your order confirmation email or on the “My Orders” page on our website.
Need help?
Contact customer service for order tracking assistance: support@xdollsoul.com
Order traceability process
1. Original factory production confirmation
The order is received by the original brand manufacturer and arranged for production, generating a unique production batch number
Production batch number: WM20250512-B739
2. Quality inspection completed
The product passes the original factory quality inspection and generates a quality inspection report and certificate
Quality inspection date: May 15, 2023
3. Delivery has been arranged
The product has been shipped from the original warehouse and is shipped by DHL international logistics
Tracking number: DHL7654321890 |
Tracking
4. Complete customs clearance
The package has completed customs clearance
5. The package is being delivered
Your package is being delivered confidentially, please check it carefully
3. Worry-free refund guarantee policy
We are confident in the quality of our products. If there is a problem with the product you received, we will provide a simple and fast refund or exchange service.
Our Money Back Guarantee
If the doll you received has quality defects or does not match the product description, we will provide you with a full refund or free replacement service
Refund requests must be submitted within 24 hours of receiving the product, and the product must be unused and undamaged.
4. Refund Guarantee Operation Process
Subject to these Terms, xdollsoul.com grants you a limited, non-exclusive, non-transferable license to access and use this Website solely for your personal, non-commercial use.
You agree not to:
- Unauthorized reproduction, distribution, display, or transmission of any content from this Website;
- Use any automated tools (including, but not limited to, spiders or robots) to access this Website;
- Attempt to gain unauthorized access to the Website’s systems or networks;
- Interfere with or disrupt the proper operation of this Website or its security measures;
- Remove or modify any copyright, trademark, or other proprietary rights notices on this Website;
- Use this Website for any illegal purpose or in violation of any applicable law;
- Use content from this Website for commercial purposes or for the benefit of any third party;
If you violate any of the foregoing provisions, we reserve the right to terminate your access immediately without liability.
Inspect the goods immediately after receipt
After receiving the package, please check the product from head to toe in the presence of logistics personnel (or record a video yourself) before signing for it or within 1 hour after signing for it. Do not use the doll before the inspection is completed.
Suggested content to shoot:
Package box appearance (including express delivery label and seal)
The doll's overall appearance and details (face, limbs, joints...)
Full video or key photos of the unboxing process
Accessories integrity (such as clothing, maintenance products, instruction manuals)
Provide timely feedback when problems are discovered
If you find any of the following issues, please submit feedback immediately through the after-sales contact form (response within 2 hours on weekdays and 12 hours on holidays):
The doll has obvious damage, cracks, or deformation
Submit supporting documents
When reporting a problem, please provide the following materials for quick processing:
Order Information
Order number (can be found on the order details page or in the email)
Problem Description
Detailed description of the specific location, type of problem, and time of discovery
Supporting documents
At least 5 clear photos and a complete video, including a close-up of the problem area
Contact
Telephone, email and handling requests (refund/exchange)
Review and plan confirmation
We will complete the review within 24 hours after receiving the materials and communicate with you about the solution:
Refund Plan
After confirming the quality problem, we will process a full refund for you. The refund will be returned to the original payment method within 7-15 working days after the review is passed.
Exchange plan
If an exchange is required, we will arrange for the manufacturer to re-produce it and bear the round-trip shipping costs. The exchange period is approximately 20-45 working days to ensure that you receive a brand new and qualified product.
Other options
Other alternatives negotiated by both parties.
5. What the Money Back Guarantee Doesn't Cover
The following situations are not quality issues and are not within the scope of refund protection. We will provide technical support or spare parts supply
Minor skin blemishes
Minor marks produced during the manufacturing process, such as injection points, mold seams, and slight color differences, are normal phenomena of handmade products and are regarded as the "unique identification" of the doll and do not affect its use.
Loose nails and eyelashes
The nails or eyelashes may become slightly loose during transportation, but this is not a quality issue. Please refer to the "Doll Cleaning and Maintenance Guide" and use special glue to re-attach them (we can provide free glue).
Handmade Makeup Difference
All dolls' semi-permanent makeup is done by hand, so slight differences (such as lip color depth and eye shadow layering) are normal.
Second-hand dolls
Second-hand dolls (products marked "second-hand" or "display") only provide basic functional guarantees and are not eligible for full refunds. If you have any questions, please contact customer service for repair suggestions.
User operation damage
Damage caused by improper use, such as excessive bending of limbs, broken joints, skin tears, cosmetic contamination, etc., is not covered. We reserve the right to evaluate the cause of the damage.
Custom dolls
Products with custom services (e.g., special skin tones, body shapes, facial features, etc.) are considered "custom-made." Refunds will only be provided if there are obvious quality defects or if the product does not meet the custom requirements. Subjective dissatisfaction will be resolved through negotiation.
6. Additional warranty service terms
In addition to the refund guarantee, we also provide the following warranty services for all genuine dolls, so you can use them with more confidence
Warranty items
Warranty period
Warranty coverage
Service Methods
Internal metal frame
12 months
Skeleton deformation and fracture caused by non-human damage
TPE/Silicone material
3 months
Material cracking and peeling not caused by improper use
Warranty Service Description
Warranty service requires proof of purchase and proof of the problem. We will provide repair instructions, replacement parts, or return the product to the factory for repair, depending on the situation. (Shipping costs for return repairs are shared by both parties; damage caused by human error will incur a repair fee.) The warranty does not cover wear and tear due to normal use, consumables (such as lubricants), or damage caused by unauthorized repairs.
7. Need after-sales help?
Our professional after-sales team will provide you with one-on-one service to solve your problems:
- Email: support@xdollsoul.com
- Tel:+86173 3557 5215
(weekdays 9:00 AM – 9:00 PM) - Address: ROOM 1605 HO KING COMMERCIAL CENTER 2-16 FA YUEN STREET MONGKOK，KOWLOON HONG KONG
8. Frequently Asked Questions
Frequently asked questions about authentic product guarantee and refund policy. If you have any other questions, please contact customer service
Q: I received the doll and found it was slightly different from the photo. Can I get a refund?
A: Minor variations in handmade items (such as hair distribution and makeup details) are normal and will not be refunded. However, if the differences are significant (such as facial features or body proportions that do not match the order description), please provide comparison photos. We will determine whether the difference is a quality issue based on the actual situation and may process a refund or exchange if the conditions are met.
Q: Is there a handling fee for refunds? Who will pay for shipping?
A: For refunds due to quality issues, we will refund the full order amount (including the original price, shipping, and taxes) without deducting any handling fees. Return logistics costs will be borne by us, and you can choose to pay on delivery or advance payment (reimbursement will be made by presenting the logistics receipt). For refunds not related to quality issues (e.g., refusal for personal reasons), we will deduct the shipping cost and a 50% restocking fee (due to the special nature of custom products).
Q: Can I still apply for a refund after 24 hours?
A: Due to the unique nature of this product, a full refund will not be issued if the 24-hour refund application period has expired, but warranty service will still be available. If you discover any quality issues, please contact customer service with supporting documentation. We will provide repairs, replacement parts, or a discount based on the specific issue (specific details will be evaluated based on the actual situation).
Q: How can I prove that the product I purchased is authentic?
A: You can verify authenticity in the following ways: 1) Contact customer service to obtain the brand's authorization certificate number, which can be found on the brand's official website; 2) Use your order number to query the manufacturer and batch information in our "Order Traceability" system; 3) Some brand products come with anti-counterfeiting labels that can be scanned for verification; 4) Send a detailed photo of the product to the brand's official email address for verification (we can provide the brand's contact information).
Q: How to handle disputes when there is disagreement with customer service?
A: If you are not satisfied with the after-sales handling results, you can resolve it through the following channels: 1) Apply for escalation to the after-sales supervisor (response within 24 hours); 2) Provide complete evidence and apply for evaluation by a third-party quality inspection agency (the cost shall be borne by the responsible party); 3) Submit the case to the China International Arbitration Court for arbitration in accordance with the terms of service (only applicable to cases where the dispute amount exceeds US$5,000); 4) Complain to the consumer protection agency in your area (we will actively cooperate with the investigation).
