FAQ

Frequently asked questions

How do I place an order?


To place an order, simply choose any items you would like to buy and add it to cart. When you are done, check out your cart and make payment. Your order is good to go! You should receive an email confirmation of your order shortly and we may take up to 72 hours to process your order before shipping them out. When we ship your order, we will send you an email notification with a tracking number.




How long after payment do you take to ship?


We try our best to ship out orders as soon as possible, typically we ship within 1-7 days after order has been received. It may take longer time to process if your order contains pre-order items or any customizations. Orders with such conditions will typically ship within 7 - 10 days depending on the works needed to be done.




Where are you shipping from and how long will it reach me?


We are shipping from Jakarta, Indonesia and normally shipping will take around 3-8 weeks by regular registered airmail. Sometimes faster or slower, this is totally beyond our control. If you need the items to arrive faster, we can also ship by EMS / FedEx / DHL which is much faster at extra cost.




What is your shipping method?


By default, we ship via registered airmail. This is the most economic and it delivers worldwide. It also comes with tracking. The only downside is that this service is slow. So please be patient. =) If you want your orders sooner, we can also ship by EMS / FedEx / DHL at an additional charge. Please feel free to drop us a line to get a quote.




What payment methods do you accept?


We accept Paypal only.




Do you accept layaway?


We can accept layaway payment for order above $300. Maximum 60 days. If you would like to get your order on layaway, please send us a message with your orders. List all the items you would like to buy, then we will issue you a paypal invoice with layaway option which you can pay anytime you like within the time frame.




Can I cancel my order?


You may cancel your order as long as it has not been dispatched. Once an order is shipped, it is impossible to cancel your order.




Do you accept returns / refunds?


We regret to say that returns or refunds are not possible. However, you could write to us about returns / refunds. We hope to work things out nicely. We will only grant refunds on a case by case basis. In the case that return is accepted, please know that shipping cost for the return will be your responsibility. As for eligible refunds, there will be terms and conditons that apply. Please check for eligible returns / refunds here: - Damaged goods: items arrived in damaged conditions not caused by shipping / handling (example: a torn part in the clothes) - Wrong Item / Color




Do you take commissions?


We're sorry but personal commissions are not possible at this time. However, if there's something you would like to see offered in our shop, please feel free to send your suggestions.




Can you make other sizes available too?


Our main focus is for the bigger dolls, but there might be smaller sizes available sometimes. We do hope to be able to offer other sizes too, hopefully in the near future.




Have another question not found here?


Please contact us and we'll be happy to help.




Why is the tracking number not working?


It may take a few days (1-4 working days) after we posted and give you the tracking number for it to actually show any updates online, but don't worry your package is already on its way to you. Please check back and track your package at a later time. You can track your package here: http://www.17track.net/en




Can you under declare the value of my package?


Yes, we can help with this. Simply let us know if you need your package to be under declared, but please know that you do so at your own risk and the shipping insurance will only cover as much as the lowered value. You are still responsible for any custom tax in your country.




I placed an order, but I did not receive order number. What should I do?


Under normal circumstances, the process of placing your order to check out and payment should be seamless. You will get an email notification with your order details and order number after you make a payment, however if you find that you did not get any confirmation email after placing an order, please get in touch with us to check on your order. Additionally, sometimes Paypal reviews transactions and put a pending status of an order for safety measures. In this case, your order is on hold until Paypal finishes reviewing it which typically takes 3 days. These reviews are random and we can only proceed to process your order after Paypal releases the pending status. We have no idea what triggers this, but it does happen sometimes. In the case that Paypal denied the transaction, your payment would be refunded. If you wish to proceed with your order, you can order by email instead, and we will issue a Paypal invoice for you. Simply email us at koibitobjd@yahoo.com or you can use our 'contact us' page on the main menu with subject "email order". Please rest assured that email order is as safe and secured as online order because we are still using Paypal to handle payments. This is also the payment method we use for our off site orders such as Instagram.




Where is my package? The tracking stopped working!


Due to the limitation of registered airmail tracking system, we highly suggest that you track your package periodically from time to time to know the status of your package whereabouts. This way, you can have heads up should anything goes wrong in transit. Sometimes, tracking can get stuck at a certain point for a long time. If this happens, we strongly advise that you get in touch with your local post office immediately. Please feel free to inform us if you are having issues with your package delivery, we will gladly help keep an eye out for you, however please understand there may not be much we can do once the package left the country. In the case that your package was undelivered for whatever reason, the postal service would return the package to us. We can then resend it to you again free of charge after the first failed attempt. Please make sure you give a valid address and phone number, and please track your package from time to time after you get the tracking number.





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