Returns, Refunds and After-Sales Support

Quick guide

The essentials in 30 seconds

Time limits

Return timeline

Use this timeline to check where your order stands. All day counts below are the ones that apply to your request.

1. Day 0: Order deliveredThe 40-day application period starts on the next calendar day.
2. Within 40 calendar days from the day after delivery: Submit the return request by emailWrite to [email protected] with your order details. Requests submitted after this period may not qualify for a change-of-mind return. This does not limit any statutory rights that apply to your purchase.
3. After return instructions are issued: Send the item within 14 calendar days and provide tracking or proof of postageShip only to the return address confirmed by AnimeBJD, and keep your tracking number or postage receipt.
4. After the return arrives: Inspection usually within 3 business daysWe check the item against the eligibility and condition requirements below.
5. After eligibility is confirmed: Refund usually initiated within 2 business daysThe refund goes back to your original payment method.
6. Payment provider processing: Usually 5–10 business daysThe exact arrival time depends on your bank, card issuer, or payment platform and is not fully controlled by AnimeBJD.

Change-of-mind returns

1. The 40-day application period

For an eligible standard item, you may contact us to request a change-of-mind return within 40 calendar days from the day after delivery.

The 40 days are the deadline to submit your request; the returned parcel does not have to arrive within that period. Please email [email protected] with your order number and a brief explanation. We will reply with the next steps and return instructions.

A standard made-to-order Blank Doll may be eligible for a change-of-mind return. Made-to-order status alone does not automatically make a standard Blank Doll ineligible.

To help us assess a change-of-mind request, please keep the item unused, unaltered, undamaged and complete, including the parts, accessories, documents and packaging supplied with it. You may open and reasonably inspect the item to check its appearance and condition. Normal inspection by itself does not make an item ineligible.

For an approved change-of-mind return, the buyer is responsible for the return shipping cost. Please contact us and wait for our written return instructions before sending anything back.

Customized orders

2. Customized orders

A customized order is an item, faceup, color, configuration or other specification individually discussed and agreed with you that is not one of the standard options shown on the product page.

Because a customized item is made or prepared to an individual agreement, it may not be eligible for a change-of-mind return. If you are unsure whether your order is standard or customized, please contact us before ordering and we will help clarify it.

This does not limit rights or remedies that apply if an item is defective, incorrectly supplied, materially different from the agreed specification, incomplete, or damaged in transit.

Damaged, incorrect or incomplete

3. If your item arrives damaged, incorrect or incomplete

Please contact us if your order appears to have arrived with damage, is not the item or option you ordered, or is missing an item expressly listed as included.

Email [email protected] with your order number and a description of the issue. Photos of the item and, where relevant, its packaging can help us understand what happened and recommend the right next step. Please keep the item and any relevant packaging while we review your message.

Please contact us before returning the item or arranging a repair. We will review the information with you and, where the issue is our responsibility, work with you on an appropriate solution. Depending on the circumstances and applicable law, this may include a replacement or missing part, a return, a refund, or another suitable remedy. We will explain the proposed next step before asking you to send anything back.

If an item is damaged, incorrect or incomplete, please do not assume that you must pay return shipping. We will discuss the return or delivery arrangements with you after reviewing the issue.

Shipping damage

4. Damage during shipping

If your parcel or doll appears to have been damaged during shipping, please contact us as soon as reasonably possible, preferably within 7 calendar days after delivery.

This is a suggested reporting period to help us investigate the shipment promptly; it is not an automatic deadline that removes any rights you may have. Reporting later may make it more difficult to determine when or how the damage occurred, but please contact us even if more than 7 days have passed.

If possible, please keep the shipping box, label and internal packaging, and send photos of the packaging and damaged item. An unboxing video may be helpful, but it is not required by itself to contact us or ask us to review a genuine concern.

Please wait for our instructions before returning a transit-damaged item. We will review the information with you and explain the available next steps.

After delivery

5. Damage after delivery and changes to the item

BJD dolls are collectible items with articulated parts and delicate finishes. Their condition may be affected by handling, posing, clothing, storage and modifications.

Damage caused after delivery — for example, from a drop or impact, forceful handling, unsuitable storage, dye transfer, liquids, chemicals, glue, sanding, repainting or other modification — may not qualify for a free return, replacement or reshipment. We will consider the circumstances and information provided rather than treating every case as the same.

Opening and reasonably inspecting your order does not, by itself, count as buyer-caused damage. If you are unsure whether an action may affect the doll or its finish, please contact us before proceeding.

Please contact us before arranging a third-party repair or paying for replacement parts or shipping. We cannot normally reimburse costs arranged without our prior written agreement.

Parts and repair

6. Parts and repair questions

Extensive repair may not be practical for every BJD issue. Where appropriate and available, we may be able to discuss a replacement part, such as a hand or arm.

Part availability, compatibility and an exact match in color or finish cannot always be guaranteed. We will confirm availability, any cost and the proposed arrangement with you before you decide whether to proceed. Contacting us about a possible part does not commit you to a purchase.

How to contact us

7. How to contact us

Please email [email protected] and include your order number, the item concerned, a short description of what happened, and photos if they would help explain the issue.

Please do not send an item back before receiving return instructions. We will review your message and guide you through the next step. If you are not sure which category your issue falls into, contact us anyway — we can help work it out with you.

Statutory rights

9. Statutory rights

Nothing in this policy excludes or limits consumer withdrawal rights or other statutory rights that apply to your purchase, including rights relating to defective or non-conforming goods, an incorrect or incomplete order, transit damage, or serious delay or non-delivery.

Where applicable law requires a particular remedy or process, that requirement takes priority.

• About AnimeBJD — independent retail and buying help
• Shipping Policy — methods, timeframes, and delivery information
• Contact us — reach AnimeBJD support
• Blank vs. full-set BJD — what each option may include

Note: This page provides general return and refund procedures. Consumer withdrawal rights and other statutory rights under applicable law are not limited by this policy. Always confirm the return address and instructions by email before shipping anything back.