Satisfaction Guarantee & Customer Service

Your satisfaction is our top priority.

A top-quality product is just the beginning of a reliable customer relationship. At LOVEPUPPEN, we place just as much importance on providing expert, transparent, and prompt customer service.

As a specialized retailer, we support you even before your purchase by providing accurate and detailed product information to help you make the right choice. If any questions or issues arise after delivery, we won’t leave you to handle them on your own. We’ll coordinate directly with the manufacturers and quickly work out a fair solution for you.

Whether it's a material defect, damage during shipping, or a discrepancy with the order description, we review each issue on a case-by-case basis with a focus on finding a solution.

The LOVEPUPPEN Satisfaction Guarantee

Our goal is to provide a completely safe and satisfying shopping experience.

If the product you received has visible quality defects, was damaged during shipping, or differs significantly from the details in your order confirmation, please contact our support team immediately.

Depending on the situation, we offer the following solutions:

Replacement shipment: Complete replacement of the product or targeted replacement of affected components.
Repairs & Replacement Parts: Free provision of compatible original parts, including repair assistance.
Partial reimbursement: A price reduction for minor cosmetic defects, provided you wish to keep the product.
Returns & Refunds: Cancellation of the order in the event of serious, irreparable defects.
Custom manufacturer solution: Direct consultation with the manufacturer for special cases outside of standard processes.

The choice of the appropriate measure depends on the nature of the defect, the condition of the product, and the manufacturer's specifications.

If a problem cannot be resolved immediately through conventional channels, we will advocate on your behalf directly with the manufacturer. We don’t simply forward inquiries; instead, we personally follow up on your service request until it is fully resolved.

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Incoming Goods Inspection: Please inspect your shipment as soon as possible

Our products consist of precision-manufactured joints, flexible materials, and highly detailed components. To resolve any shipping damage or discrepancies as quickly as possible, we recommend that you carefully inspect the shipment immediately upon delivery.

Important points to check upon acceptance:

Surface & Material: Are there any visible indentations, cracks, or discoloration?
Frame & Mechanics: Do the joints move and lock into place smoothly?
Fine details: Are the fingers, toes, ears, and joints undamaged?
Facial details: Do the eyes, eyelashes, and makeup details look the way you want them to?
Scope of delivery: Are all the accessories and clothing items I ordered included in full?
Order Reconciliation: Do the skin tone, size, body shape, and special features match those listed on your order confirmation?
Shipping packaging: Does the shipping box show any external damage or dents?

If you notice any discrepancies or damage, please contact us within 24 hours of receiving the merchandise. Please send us clear photos or short videos so that we can immediately clarify the matter with the manufacturer.

Contact for service inquiries:

Email: info@lovepuppen.com

To ensure prompt processing, please provide the following details:

Order Number (from your purchase confirmation)
Product Name / Model Number
Detailed description of the defect
Clear photos or videos (close-ups of the defect as well as an overall view)
Photos of the shipping box, including the shipping label (especially important in case of damage during transit)

Return and Refund Policies

As soon as a return request has been confirmed following a review of the situation, we will take the necessary steps on your behalf.

Requirements for a standard return:

Unused condition: The product must be in its original, unused condition.
Completeness: All accessories, attachments, and documents must be included in full.
Original packaging: The merchandise must be packed in its original, undamaged packaging, including all cushioning materials.
No damage to the vehicle itself: There must be no damage resulting from improper handling, incorrect maintenance, or unauthorized repair attempts.

Important Note: Before returning any items, you must contact our customer service department to obtain a return authorization and the correct shipping address. Do not return any items on your own initiative or without prior notice.

If there is a valid quality defect, documented shipping damage, or an incorrect delivery, we or the manufacturer will cover the return shipping costs. In all other cases, the buyer is responsible for the direct costs of return shipping as a standard practice. We will coordinate the exact details directly with you on a case-by-case basis.

In what cases are defects generally not considered quality defects?

High-quality dolls are largely created through intricate handcrafted work and undergo precise manufacturing steps. Minor variations in materials or workmanship are normal and do not constitute a defect.

The following situations are generally not covered by the warranty:

(1) Damage caused by improper use or storage

Damage resulting from improper operation, overloading, inadequate maintenance, or unsuitable environmental conditions is not covered by warranty claims:

Mechanical overload: Overstretching of joints; forceful bending against the natural direction of movement.
Surface damage: Cracks, cuts, or discoloration caused by sharp edges or clothing that bleeds color.
Inappropriate cleaning products: Damage caused by harsh cleaning agents, unsuitable lubricants, chemical solvents, or excessive heat.
Storage errors: Deformation or material fatigue caused by incorrect mounting that subjects the bearing to continuous compressive stress.

(2) Products that have already been used (hygiene products)

For health and hygiene reasons, products that have already been used are not eligible for return or exchange.

Therefore, please be sure to inspect the product before using it for the first time.
If you discover a genuine manufacturing defect before receiving your order, please contact us directly—we'll find a suitable solution.

(3) Fingernails and toenails

On many models, the nails are glued on to allow customers to make adjustments, apply paint, or replace them later.

If a nail comes loose during transport or handling, this is not a material defect.
Loose nails can be easily reattached using a suitable, material-friendly special adhesive.
If you're unsure which adhesive is right for you, our customer service team will be happy to make a recommendation.

(4) Eyelashes

Eyelashes are delicate accessories that can easily shift out of place if the package is jostled during shipping.

A slight loosening can usually be quickly corrected without leaving a trace and is not considered a defect.
In the event of significant misalignment, damage from the manufacturer, or a missing part, please send us a photo so we can arrange for a replacement.

(5) Handcrafted makeup details

Face paint and shading are applied by hand. As a result, each model has subtle individual features.

Typical characteristics: Slight differences in shade for lipstick, eyeshadow, or blush application, or minor asymmetries in the eyebrows.
These subtle variations are evidence of genuine handcrafted work and do not constitute a quality defect.
Provided the material is designed for it, you can make your own custom adjustments or updates at any time.

Special Notes on Custom-Made Products (Custom Orders)

Products manufactured according to your specific customer requirements are considered custom-made. These include, among others:

Special skin tones or custom colors
Custom Makeup Requests and Special Face Painting Designs
Specific adjustments to the chest, genital area, or body shape
Custom dimensions or non-standard frame configurations
Additional personalized features in terms of appearance or functionality

Since these products are not sourced from our standard inventory but are manufactured specifically for you upon order, separate terms and conditions apply once production begins:

Limited Return Policy: For products manufactured without defects in accordance with customer specifications, there is no legal right to a full refund or an exchange without cause.
Solution-Oriented Exam: If you are dissatisfied with the outcome, we will still seek to discuss the matter with you and the manufacturer in order to find a fair solution.
Clear exceptions: If there is a verifiable material defect, a manufacturing defect, or a clear deviation from the agreed-upon specifications, our warranty will, of course, apply.

Recommendation: Please carefully review all the information in your order confirmation before production begins. If any details are unclear, please contact our support team before giving your approval.

What constitutes a material deviation from the order?

A valid complaint exists if the delivered product differs noticeably and demonstrably from the order confirmation. Typical examples include:

Incorrect model: The item delivered differs from the product line that was ordered.
Incorrect dimensions: The dimensions differ significantly from the technical specifications.
Wrong color: The skin tone or color differs significantly from the confirmed selection.
Missing features: Certain options (e.g., stand-up function, heating function, or certain frame variants) were not installed.
Special requests that were not implemented: Customizations agreed upon in writing were overlooked during production.
Completely wrong shipment: The entire shipment does not match the item ordered.

If any of these situations occur, please contact us immediately with photos and your order number. We will review the matter promptly with our production team and arrange the appropriate solution for you—whether that be a repair, a free replacement, or a refund.

Shipping Damage: What to Do If Your Package Is Damaged During Delivery?

Due to their weight, packing dimensions, and delicate joint mechanisms, our products are subjected to significant forces during transport. Despite sturdy protective packaging, damage may occur during transport in rare cases.

If you notice any of the following upon delivery:

Damaged outer packaging: Severe dents, tears, or torn cardboard boxes.
Visible product damage: Tears in the material, dents, or broken parts after unpacking.
Malfunctions: Impaired skeletal functions due to the forces exerted during transport.

Please follow these steps for claims settlement:

Keep the packaging: Please do not dispose of the shipping box or the packing material just yet.
Documenting damage: Take photos or videos of the damaged box, the visible shipping label with the tracking number, and all affected areas of the product.
Contact Customer Service: Please report the damage to us as soon as possible so that we can meet the claim deadline set by the logistics provider and the manufacturer.

Process for a Service or Complaint Request

To resolve your issue quickly and without red tape, please follow this 5-step process:

Step 1: Getting in Touch

Send an email to our support team: info@lovepuppen.com.

Step 2: Enter Order Information

Please provide your order number, the product model, and a brief, concise description of your issue.

Step 3: Include image credits

Please include clear photos or short videos (a close-up of the defect and an overall view of the product).

Step 4: Case Review & Coordination with the Manufacturer

We will review your documents and coordinate directly with the logistics partner or the manufacturer to develop a solution.

Step 5: Implement the solution

Once the inspection is complete, we will immediately implement the agreed-upon action—whether that be a free component replacement, a professional repair, a partial refund, or a full refund.

Our Approach to Complaints and Disputes

Purchasing a product like this is a personal and often significant investment. That is why we do not handle complaints according to rigid, cookie-cutter procedures, but rather evaluate each case individually and holistically.

The following factors are taken into account in every exam:

The actual technical and visual condition of the item
The order details and custom manufacturing specifications on file
Submitted photo and video evidence
The usage and handling status of the goods
Specific manufacturing characteristics related to craftsmanship and materials
Condition of the Shipping Packaging and Logistics Process
Warranty Policies of the Respective Manufacturer
Your personal expectations and desired solutions

Our goal is not to look for reasons to reject your request, but to find the best possible, fair solution for you within the limits of what is feasible.

Our Service Promise to You

Even with the utmost care, challenges in manufacturing or logistics can never be completely ruled out. What you can count on, however, is: If a problem arises, we take responsibility.

This is what we stand for:

Transparent Advice: Comprehensive and accurate product information before making a purchase.
Accurate preliminary assessment: Clarify all customization details before production begins.
Easy to reach: Prompt responses and dedicated contact persons when service is needed.
Active Representation: Direct and goal-oriented negotiations with manufacturers on your behalf.
Personalized Support: Careful case-by-case review instead of automated, standard responses.

Your satisfaction is the benchmark for our daily quality control.

Do you have questions about our products, a current order, specific requests, or our service policies? Our support team is always here to help: