Customer Help
Customer Help
Practical help with product options, orders, shipping, returns, and questions before or after purchase.
Find your situation below. Each answer is short; the linked policy pages give the complete rules. For anything unclear, contact our customer support before you act.
Find your situation
Help by situation
Before you order
Before you order
What is included with a product?
The product page lists what each configuration includes. Photos can show styling, outfits, wigs, eyes, or accessories that are not part of the listed configuration. Check the included-items section of the specific listing before ordering.
What is the difference between blank, standard face-up and full set?
A blank doll is unpainted and intended for your own customization, styling, or photography. A standard face-up doll carries the faceup shown or described on the product page. A full set bundles the doll with the outfit, wig, or accessories stated on the page. See Blank vs. full-set BJD for a detailed comparison.
Are standard options considered personalized customization?
No. Choosing a standard skin tone, a standard faceup, or a standard configuration — or ordering an item that is produced after purchase — does not by itself make the item personalized. Genuine personalization means work done to your personal requirements, such as a faceup from your photo or character, special carving, modification, or non-standard sizing.
How can I ask about size, skin tone or preparation time?
Send our customer support a short message with the product-page link, the size and configuration you are considering, and your destination country or region. A single message with these details gets the fastest accurate answer. See Contact AnimeBJD for where to write.
What information should I confirm before ordering?
Confirm the doll’s height and measurements, exactly what is included, the available resin skin tones, whether the doll is blank or has a standard faceup, and the estimated preparation time. The first-BJD buying checklist walks through each point, and the BJD size chart helps compare sizes.
After ordering
After placing an order
How do I find my order number?
Your order number is in the order confirmation email. If you registered an account, it is also listed on your account orders page at My Account. If you cannot find the order number in either place, contact us using the email address used for the order and include the product name or other order information you have.
What if I did not receive an order email?
Check your spam folder and confirm the address typed at checkout. If payment was completed but no order email arrived, contact us with the name and email address used at checkout and, if available, the PayPal transaction ID or payment reference. Do not send full card numbers, passwords, or other sensitive payment credentials by email.
Can I change my shipping address?
Contact us as soon as possible. After shipment or once preparation has progressed, changes may not be possible. Double-check the full address before placing the order.
Can I cancel before shipment?
For a standard item that has not shipped, you may request cancellation, and the store handles it according to production status, order terms, and applicable law. A genuinely personalized item may no longer be cancellable for a change of mind once production has started. Statutory rights remain where there is serious delay, non-delivery, or a quality problem.
What if my order is delayed?
Compare your situation against the preparation or transit estimate shown for your order on the product page, at checkout, or in the confirmation email. If the estimate has been exceeded, contact us and AnimeBJD will check with the carrier where appropriate and keep you updated. Significant delays are handled with an updated estimate and the options available under the order terms and applicable law. See the Shipping Policy for details.
Shipping and tracking
How long does delivery take?
Delivery has two parts: preparation time before dispatch and transit time afterwards. The specific times for your item appear on the product page, at checkout, and in the order confirmation email, and those specific times take priority. The Shipping Policy explains how each part works without repeating fixed numbers here.
Where does my order ship from?
The dispatch location may be in mainland China or Hong Kong, depending on the product and logistics arrangement. The exact origin varies by production, warehousing, and routing.
When is tracking provided?
Tracking information is sent in the dispatch notice after your order is actually handed to the carrier. It can take some time to activate, so a short quiet period right after dispatch is normal.
What if my tracking stops updating?
International parcels often pause with no updates during customs processing, carrier handover, weekends, or holidays, and a pause alone does not mean the parcel is lost. If tracking stays silent for an unusually long period or the estimated transit time has passed, contact AnimeBJD. AnimeBJD will contact the carrier where appropriate and keep you updated on the progress. You do not need to obtain compensation from the carrier before contacting us.
What if tracking says delivered but I did not receive the package?
Contact us promptly. AnimeBJD checks the delivery records, signature information, delivery photos, and the address on file. Please also confirm whether family, neighbors, a reception desk, or property staff may have collected the parcel.
What should I do if the package arrives damaged?
Contact us as soon as possible and keep the external box, shipping label, internal packaging, damaged item, and your order number until the matter is resolved. Do not discard anything before writing to us. For return and refund steps, see the Returns & Refunds page.
Returns and refunds
How long do I have to request a return?
For an eligible standard item, submit the return request by email within 40 calendar days from the day after delivery. The 40 days are the deadline for applying, not for the parcel to arrive. After return instructions are issued, send the item within 14 calendar days with tracking or proof of postage.
Can I return a product because I changed my mind?
Standard blank dolls, dolls with a standard face-up, and standard full sets are generally eligible for a change-of-mind return when the request is submitted on time and the item meets the condition requirements in the Returns & Refunds Policy. Items made to-order under standard options are not automatically excluded. The full eligibility rules are on the Returns & Refunds page.
Are all made-to-order products non-returnable?
No. Production after ordering, or choosing from standard options, does not automatically turn an item into personalized customization. Only genuinely personalized work — such as a faceup from your photo, special carving, or modification — is usually outside change-of-mind returns, while quality and delivery rights still apply.
What condition must the item be in?
The item should stay unused, unaltered, and undamaged, with the accessories, documentation, and accompanying items originally supplied. Checking what is needed to assess the item’s nature and appearance is allowed. Value lost through checking beyond that range may be deducted where applicable law allows.
Who pays return shipping?
For a change of mind, return shipping is usually paid by the buyer. If AnimeBJD confirms that the wrong item was sent, an included component is missing, or the item has an applicable quality defect, AnimeBJD will cover reasonable and necessary return shipping costs. For damage that occurred during transit, contact us as soon as possible and keep the shipping box, label, inner packaging, and damaged item. AnimeBJD will coordinate the case and confirm the appropriate next steps and reasonable return costs based on the circumstances.
How do I report a defect, wrong item or missing accessory?
Email our customer support before sending anything, with your order number, product name, reason, and photos of the item or problem. Wait for the return reference number, the correct return address, and packing instructions. Never send the parcel back to the shipping address on the order, and never declare a false value.
When is a refund started?
After the return arrives, inspection usually takes 3 business days. Once eligibility is confirmed, the refund is usually initiated to the original payment method within 2 business days, with payment-provider arrival in 5–10 business days. Statutory refund periods apply first where the law requires them.
Data & access
Account and privacy
How do I create an account?
Registration is optional and available at My Account. Guest checkout works without an account. Your account may provide access to your profile and previous orders. Guest checkout is also available where shown at checkout.
What should I avoid putting into the AI chat?
Do not submit payment card numbers, passwords, identity documents, or other sensitive information that is not needed for your question. Order numbers are enough for order matters. How chat data is handled is explained in the Privacy Policy.
Where can I read the Privacy Policy?
The full policy is at Privacy Policy. It covers accounts, orders, payments, support messages, chat, cookies, retention, and your choices, in plain language.
Contact AnimeBJD
For anything this page does not resolve, email [email protected]. We usually reply within 2 business days.
To help us answer faster, include where relevant:
- Your order number
- The product-page link
- Your destination country or region
- Photos where the issue is visible
This help page provides short answers only. The full Shipping Policy, Returns & Refunds Policy, and Privacy Policy provide the more detailed information for each subject. Applicable statutory rights are not limited by this help page or by those policies. Learn more about AnimeBJD or browse the BJD Resources.