Frequently Asked Questions (FAQ)

We place the utmost importance on first-class quality and an exceptional user experience. Each of our models is crafted from carefully selected, high-quality materials. Through rigorous quality controls throughout the entire production process, we ensure that the feel, appearance, stability, and durability meet the highest standards.
Since materials, construction, and dimensions may vary by model, we recommend checking the exact specifications on the respective product page.

Both materials have their own advantages and are often used for high-quality models:

1. TPE (Thermoplastic Elastomers): It feels extremely soft and lifelike. It also offers excellent value for the money.
2. Silicone: It is more dimensionally stable, more robust, and more durable. It allows for even finer rendering of details and skin textures.

Depending on the design, we use TPE, silicone, or a combination of both. Since these materials differ in weight, ease of care, and feel, you should base your choice on your personal preferences.

Yes, when used and cared for properly, our products remain in excellent condition for a very long time. However, their actual lifespan depends heavily on how often you use the model and how it is stored or cleaned.

Our tip: Avoid extreme heat, direct sunlight, and excessive stretching or crushing. Simply follow our care instructions to ensure the product lasts as long as possible.

The main difference lies in the cleaning process and the visual finish:

1. Removable design: Makes cleaning and daily maintenance much easier. In addition, with these models, you can easily replace certain components as needed.
2. Integrated design (seamless): Provides a cohesive structure without visible transitions and ensures a particularly realistic, flawless appearance.

The choice depends on whether quick cleaning or a perfect finish is more important to you. Please refer to the respective product details for specific features.

„Standing feet“ (or the standing feature) is a special structural design that allows the doll to stand without additional support. This is particularly useful for displays or photo shoots.
An important note: We strongly advise against leaving the model standing for an extended period of time. Its heavy weight exerts enormous pressure on the joints and the material of the legs, which can lead to permanent deformation or damage. For long-term storage, please always place it in a weight-relieving position as described in our instructions.

Yes, all of our models have a built-in skeleton inside. This allows you to adjust their posture flexibly and set them in various poses.
However, please always proceed with care, as the range of motion varies depending on the model. Avoid jerky movements, excessive force, or unnatural overstretching of the joints to prevent damage to the internal skeleton.

We accept a variety of common payment methods, including major credit cards.
If you encounter any unexpected problems during the payment process, please don't hesitate to contact our customer service team. We'll be happy to assist you quickly and easily so you can successfully complete your order.

That depends on the current processing status. As long as your order is not yet in production, being prepared, or being shipped, we can often still make adjustments for you.
However, once the item has been manufactured or shipped, unfortunately no further changes can be made. Our tip: Always double-check the model, dimensions, color, features, and your shipping address before completing your order. If you notice an error or would like to make a change, please contact our support team as soon as possible.

Yes, absolutely! We offer a wide range of customization options. Which details can be customized depends on the specific model you choose.
For many products, you can customize the appearance, size, color, and other features to your liking. We’re also happy to accommodate even the most exclusive requests and create custom-made items upon request.
Please note: Since custom-made items are produced specifically for you, they require a longer production time. In addition, certain custom-made items cannot be canceled or exchanged. We therefore recommend that you consult with our customer service team briefly before placing your order.
For more details, click here: [LOVEPUPPEN Ordering Guide: A Smooth Journey from Selection to Your Doorstep].

The exact delivery time depends on availability, the shipping location, the destination address, and the selected shipping method. Here are our typical estimates:

Local warehouse (in stock): approx. 3–6 business days.
Direct shipping from the factory: approx. 1–3 weeks.
Custom-made items: The exact delivery time will be provided in your order confirmation, as custom production requires additional time.

These times are for reference only. External factors such as public holidays, extreme weather conditions, customs clearance, or unforeseen logistical delays may occasionally affect delivery.
For more information, click here: [LOVEPUPPEN Ordering Guide: A Smooth Journey from Selection to Your Doorstep]

We select the best shipping location based on our inventory and your shipping address.
To ensure the shortest possible wait time, we ship in-stock items directly from our local warehouse. If a product is not available there, it will be shipped directly from our production facility. As soon as your package is on its way, we’ll provide you with all the necessary tracking details.

Absolutely. Each package is securely packed according to its size, weight, and internal structure to ensure the product is fully protected during shipping.
Your privacy is important to us: We ship all orders in completely plain, unmarked boxes with no visible logos or product names on the outside. The exact type of packaging may vary slightly depending on the model and logistics provider, but discretion is always our top priority.

In order to offer you highly competitive prices without compromising on quality or material standards, our main production takes place in China.
There, each model is meticulously handcrafted by experienced specialists and then undergoes rigorous quality control checks before being approved for export or delivery to our local warehouses.
The exact manufacturing processes and production times may vary depending on the product line. You can find specific details on the respective product page.

Proper care is essential for maintaining the hygiene, pristine appearance, and longevity of your model.
Here are our basic recommendations for optimal care:

1. Use only gentle cleaning methods that are appropriate for the specific material.
2. After cleaning, dry the product thoroughly with a soft cloth or let it air dry.
3. Avoid harsh chemicals, strong acids, or strong alkalis, as these can make the material porous.
4. Protect the model from extreme heat and direct sunlight.
5. When storing the product, avoid placing heavy objects on top of it for extended periods of time.
6. Regularly check the skin's surface, the joints, and the internal structure for any abnormalities.

Since care instructions vary depending on the material, please always follow the specific instructions for your model. You can find detailed steps here: [Care and Cleaning Guide]

We strongly advise against using ordinary household cleaners.
Many standard cleaners contain alcohol, solvents, or other harsh chemicals that can permanently damage the delicate surface of TPE or silicone. Instead, always use special care products that are safe for these materials.
If you're unsure whether a particular product is suitable, just ask our customer service team in advance.

The ideal storage location is cool, dry, well-ventilated, and protected from direct sunlight.
For long-term storage, it is important that the joints and body parts are in a neutral, relaxed position. Avoid extreme poses and do not place heavy objects on the model.
Due to the product's weight, we recommend storing it flat on a sufficiently large and sturdy surface.

Your satisfaction and excellent customer service are our top priorities.
If you discover a manufacturing defect or damage caused during shipping after receiving the merchandise, please contact us immediately. Please have your order information and clear photos or videos ready. Our team will review each case individually and offer you a solution as quickly as possible—whether that’s a repair, a replacement part, or another appropriate measure.
You can find the exact terms and conditions and the procedure in our: [Refund Policy]

If you notice any obvious damage to the packaging or the product upon delivery, please act quickly.
To determine the cause beyond a doubt, we recommend taking the following steps:

1. Report the damage directly to the relevant courier service.
2. Be sure to keep the original packaging.
3. Take detailed photos of the damaged outer packaging.
4. Take clear photos or videos of the damaged areas on the product.
5. Please send us this documentation along with your order number.

Our support team will address the issue immediately and guide you through the rest of the process.

Yes, in many cases, problems can be resolved by replacing components or making minor repairs.
Whether a repair is possible depends on the type of damage, the exact location, and the specific model. In any case, please contact our customer service first. Important: Never disassemble the internal frame yourself, and do not make any unauthorized modifications, as this can cause irreparable damage and void your warranty.

We take the protection of your privacy very seriously.
Your order information will be used exclusively for the necessary processing, shipping, and customer service. We also ensure the utmost discretion when shipping: All packages are wrapped in completely neutral packaging, so that no conclusions about the contents can be drawn from the outside.
You can find out exactly how we process your personal data in our: [Privacy Policy]

To ensure that you can enjoy your product for as long as possible, please follow the user manual carefully.
Be sure to avoid the following:

1. Prolonged exposure to hot environments
2. Direct, prolonged exposure to sunlight
3. Excessive stretching, bending, or pulling of the joints
4. Leaving the model in unnatural poses for an extended period of time
5. Use of unsuitable cleaning or care products
6. Independent modifications to the skeleton or the basic structure

Do you have any concerns or questions about a specific feature?
Please contact our team before using the app—we'd be happy to assist you.