Refund policy
We want every order to land right. If something arrives damaged, mis-picked, or you've simply changed your mind, here's how it works.
Time windows
Damaged or wrong on arrival: 7 days from the date the courier marks your order delivered. We do not accept change-of-mind returns outside the EU/UK statutory window described below. After the applicable window we can no longer process a refund or exchange.
To start a return, email support@inedibledoll.com with your order number and a short note about why it's coming back. We'll reply with the return address — please do not ship anything to us before you have that address in hand. Packages returned to the dispatch warehouse without coordination cannot be processed.
Damaged or wrong on arrival
If your piece arrives damaged or we sent you the wrong item, email us within 7 days of delivery with clear photos of the box and the piece, together with a short unboxing video — the video lets us verify the issue and move it forward with the brand or factory the same day. We'll send a replacement at no extra cost, or refund the order in full. You don't need to ship the original back unless we ask.
For set or pack options — Complete Set, Collector's Set, or any multi-piece pack — where the contents are deterministic, a missing regular design or an unexpected duplicate within the set is something we can verify and resolve. Submit a continuous unboxing video that starts before the outer packaging is opened and runs through the reveal of every piece. Claims submitted without a continuous unboxing video are not processed.
Single Blind Box purchases are random by definition. When you order more than one single blind box of the same series, duplicates are part of the format and are not a basis for refund or exchange — choose the Complete Set or Collector's Set option if you want the regular lineup guaranteed.
Change-of-mind returns
We do not accept change-of-mind returns. The pieces we carry are limited drops; once they leave the House they are accounted for against the drop and not restocked. The only exception is the statutory right of withdrawal for consumers in the European Union and the United Kingdom, set out in the next section.
EU and UK statutory right of withdrawal
If you are a consumer in the European Union or the United Kingdom, you have the right to withdraw from your purchase within 14 days of taking delivery, without giving a reason, under Directive 2011/83/EU and the UK Consumer Contracts Regulations 2013. To exercise it, email support@inedibledoll.com within that 14-day window with your order number and a short statement that you are withdrawing from the purchase.
The piece must be returned to the address we provide in original, unopened condition — blind-box outer packaging intact, all tags and seals attached. Opening a blind box (breaking the outer seal) ends the right of withdrawal for that piece, because the box pull is the product and the act exceeds what is needed to ascertain its nature, characteristics, and functioning (Directive Art. 16(i) / Art. 14(2); UK Reg. 34(9) and 28(3)(b)). Return shipping is the buyer's responsibility. We refund within 14 days of receiving the returned piece, to the original payment method.
Lost or marked delivered but not received
If the courier marks your parcel delivered and it hasn't arrived, email us within 7 days of the marked delivery date and we'll open a trace with the courier together. If the courier confirms delivery to the address on the order, the case closes with the courier. If the trace shows a misdelivery on the courier's side, we refund or replace.
Refused, undeliverable, or returned parcels
If a parcel is refused at customs, returned for an incorrect or incomplete address you provided, or returned undelivered for any other reason on the buyer's side, we refund the product price minus the outbound shipping we already paid and any return-handling fee the carrier charges us. Please double-check the delivery address at checkout — address changes after dispatch may not be possible at all and, where they are, are billed at carrier redirect rates.
Who pays return shipping
If a return is for a reason on your side — a change of mind, for example — you cover the return shipping cost. The exact amount depends on the courier you choose to send it back with.
If the return is on us — the piece arrived damaged or we sent the wrong item — we either send a pre-paid return label or refund a standard tracked-economy rate against your receipt. If you ship by an expedited or express service of your own choosing, the difference is on you.
Exchanges
If a piece arrives defective and you want to exchange it for the same item rather than refund, email support@inedibledoll.com within 7 days of delivery. We'll ship the replacement once we receive your return; transit time on the replacement depends on your region.
Sale and limited drops
Pieces sold at a marked discount or as part of a closed limited drop are final sale unless they arrive defective. The defect rule above still applies.
What we cannot refund
We cannot accept a return or refund, even where the piece arrived defective, in any of the following cases:
- Parcels returned to a dispatch address you found online rather than the return address we provided.
- Returns shipped cash-on-delivery (we will refuse the package).
- Pieces returned after the 7-day damaged-or-wrong window, or after the 14-day EU/UK statutory withdrawal window where it applies.
- Pieces with damage caused after delivery (drops, mishandling, exposure to direct sunlight or heat).
- Outer blind-box packaging that is missing, torn, or has been resealed.
- Pieces with missing accessories, character cards, tags, or seals.
- Pieces that show scent, marks, residue, or wear from the buyer's environment.
- Claims for damage or set-content issues submitted without a continuous unboxing video that begins before the outer packaging is opened.
- Duplicate figures from Single Blind Box purchases — whether across separate orders or within a multi-box order of the same series. Single Blind Box pulls are random by design.
Important notes
For shipments valued over $75, we strongly recommend a trackable shipping service or shipping insurance — we can't refund a return parcel that doesn't arrive. Hold onto your tracking number until the refund is processed.
We retain the photo and video evidence submitted with each claim and reserve the right to decline claims that lack the documentation set out above, or that are inconsistent with the evidence on file.
Questions about a specific order? Email support@inedibledoll.com and reference the order number.