Shipping policy
ORDER PROCESSING
Most dolls are manufactured and prepared on demand according to the selected model, configuration, and customization options.
Production times vary by manufacturer and product specifications and typically range between 3 and 21 business days. Where a different production time applies, this will be indicated on the relevant product page or communicated during order processing.
Once your order is ready for dispatch, tracking information and shipment details will be provided.
STORE PICKUP
Fashion Real Doll Showroom
Via Francesco Guicciardini 13/15
00013 Fonte Nuova RM
Italy
Store pickup is available after confirmation that your order is ready for collection. Please wait for our pickup notification before travelling to the showroom.
SHIPPING METHODS & DELIVERY TIMES
For full-size dolls, torso dolls, and other eligible doll products, shipping is included in the final price.
The shipping methods available depend on the product and destination. Not every method is available for every product or country.
Express Air Freight (EU Only): 8–12 business days
Air Freight: 15–18 business days
Rail Freight: 35–45 business days
EU Warehouse: ready-to-ship products; the applicable delivery estimate is shown on the product page or confirmed when the order is processed.
Orders may be transported by trusted carriers such as UPS, GLS, FedEx, DHL, or BRT, depending on the destination and shipping arrangement.
Delivery timeframes are estimates and do not constitute guaranteed delivery dates. Manufacturer workloads, customs inspections, transportation disruptions, weather conditions, public holidays, and other circumstances outside our reasonable control may affect delivery times.
Tracking information is provided once the shipment has been dispatched.
Shipping is available throughout Europe, the United Kingdom, the United States, Canada, and many additional international destinations. If your country is not available during checkout, please contact us before ordering.
SHIPPING COSTS
Dolls and Torso Products
For full-size dolls, torso dolls, and other eligible doll products, shipping is included in the final product price.
This means that shipping does not need to be purchased separately. Where different shipping methods are offered as product options, the final price shown for the selected configuration reflects the selected shipping arrangement.
Accessories and Small Products
Shipping for accessories and other small products is calculated separately at checkout.
European countries: from €8.99
United Kingdom: €16.00
International: €26.00
Orders over €89.99 qualify for complimentary shipping where the applicable free-shipping threshold is available for the selected product and destination.
The final shipping charge, where applicable, is displayed during checkout before payment.
CUSTOMS DUTIES, VAT & IMPORT TAXES
Shipping costs and customs or import charges are separate matters.
For orders delivered within the European Union and the United States, shipping is included in the product price.
For the European Union:
Customs, duties & taxes: Handled by us, with no additional charges upon delivery.
For the United States:
Customs, duties & taxes: Handled by us, with no additional charges upon delivery.
For other supported destinations, customs treatment depends on the destination and the shipping solution used.
For many supported destinations, including the United Kingdom, Norway, Switzerland, Canada, Australia, and selected additional countries, we use shipping arrangements under which customs clearance, duties, and applicable import taxes may be handled or prepaid as part of the delivery service.
Where duties and taxes are prepaid by us, no additional import charges will be due upon delivery.
If a destination is not covered by our prepaid customs service, or local regulations require the recipient to act as the importer of record, any applicable duties, taxes, or customs charges will be communicated before the order is shipped.
If you would like confirmation for a specific country before ordering, please contact our customer support team.
DISCREET SHIPPING
Every order is prepared and delivered with complete discretion.
Products are shipped in discreet packaging designed to protect customer privacy and minimize disclosure of the contents.
Packaging is generally neutral and unbranded. Shipping labels, customs documentation, carrier requirements, or legal obligations may require limited information to appear on transport documents.
REFUNDS, RETURNS & CANCELLATIONS
For complete information regarding returns, cancellations, and applicable consumer rights, please refer to our Refund Policy and Returns Policy.
Due to the customized nature of many products and the made-to-order manufacturing process, specific conditions and exclusions may apply.
RISK OF DELIVERY
Risk of loss transfers to the customer upon physical delivery of the products to the customer or to a person designated by the customer, except where otherwise required by applicable consumer protection laws.
Customers are responsible for providing an accurate delivery address and ensuring that the shipment can be received safely at the designated location.
DAMAGED OR INCORRECT ORDERS
If an order arrives damaged, defective, or incorrect, please contact us as soon as possible at support@fashionrealdoll.com and include your order number together with clear photographs of the issue.
Each request is reviewed individually to determine the appropriate resolution.
CONTACT
For questions regarding shipping, delivery, customs, or your order, please contact:
Fashion Real Doll — Poli Digital UG
support@fashionrealdoll.com
