Policies

How to Commission Me

I periodically open "slots" for doll comissions in order to regulate how much work I recieve at once. I usually have 10 slots available for dolls and products. Please check my availability via Instagram or this website.

If you wish to order a product or service please use my contact form to get in touch with me or contact me via my Instagram.

If ordering a service, we will discuss your options and then I will send you my faceup/blushing form to complete and return.

Upon confirming a space with me via email, please return your form and send your doll and/or parts within 7 days. If I don’t receive the information, I will cancel your order and your slot will be allocated to another customer.

Ordering Dolls and Accessories

For pre-orders it is essential that you tell me the name of the company, sculpt, resin colour, as well as whether you require a company faceup, outfit and any other accessory for your chosen doll. I can always be reached via Instagram or this website.

Most doll listed on this website are pre-orders, however, I periodically update my website with lists of in-stock dolls which are ready to ship. These dolls are physically in my possession and only need to be shipped to you!

Recasts and Bootlegs

I do NOT support recasts/bootleg dolls. Therefore I will not work on them. It is intellectual theft to recast a doll that takes true talent to produce.

Do NOT send me recast items. I will simply issue a refund and send the item back to you and you will cover the cost of shipping.

Bootleg dolls are illegal and buying them damages the artist who created the doll.

For information on what a recast is please visit the website below:

https://denofangels.com/doawiki/index.php?title=Information_about_recast_BJDs

Shipping

By default orders in the U.K. are sent via Royal Mail 1st Class Signed For. You can upgrade to Special Delivery on request.

International orders are sent via Royal Mail International Track and Trace, however, delivery upgrades can also be purchased for these orders.

Shipping prices may vary according to the size of your order.

In terms of buying dolls from companies; shipping will vary based on size, mass and speed of shipping. I always provide several options for you to choose from unless you have opted for direct shipping from the company. In this cases shipping is based on company prices.

Layaway

Layaway payments are non-refundable and are considered to be a final purchase, so please place orders with due consideration. Cancelled layaways will also not be refunded.

Dolce Luce Dolls is not responsible for any financial difficulty you may incur due to the use of layaway. I am not a financial advisor nor a legal expert on financial matters, so I cannot provide financial advice.

Layaway can be done via bank transfer or Paypal.

I am happy to help if there is a delay in your payment but please contact me before cancelling a layaway or if you run into any issues. I understand that unexpected situations can occur but please talk to me. If you cancel without informing me there is a problem, you will forfeit all payment and will not be allowed to use my services in future.

Please contact me to discuss the length of your layaway. Layaway for in-stock dolls is up to 12 months. Some pre-orders can also be up to 12-months. Production of dolls is done as soon as the first payment is made.

Returns and Refunds

Refunds on custom faceups, body blushing and other custom work will only be given if I have made a clear mistake in the artistic process. However, you will be sent plenty of work-in-progress images to avoid such a scenario.

If you change your mind about a custom faceup or other job, you will be charged an additional 50% of the cost to redo the work if I have already started.

I cannot offer refunds for artist choice or basic faceups.

Refunds will only be provided if your goods arrive damaged. Exchanges are possible if similar items are in stock. If you recieve the wrong item (e.g. wrong sculpt/resin colour) replacements can be arranged.

Privacy Policy

The type of personal information we collect

We currently collect and process the following information:

Personal identifiers, contacts and characteristics (for example, name, address, e-mail and phone number where applicable.)

How we get the personal information and why we have it

Most of the personal information we process is provided to us directly by you for one of the following reasons:

To order and ship items on your behalf.
To send in-stock goods to the address you provide.

We may use the information you provide us to order goods from companies on your behalf. We may share this information with BJD companies with whom we have a partnership.

How we store your personal information

Your information is securely stored via Paypal using SSL encryption.

We keep your name, address, email and telephone number for a maximum of 3 months. We will then dispose of your information by removing it from our payment systems e.g. Paypal.

Your data protection rights

Under data protection law, you have rights including:

Your right of access - You have the right to ask us for copies of your personal information.
Your right to rectification - You have the right to ask us to rectify personal information you think is inaccurate. You also have the right to ask us to complete information you think is incomplete.
Your right to erasure - You have the right to ask us to erase your personal information in certain circumstances.
Your right to restriction of processing - You have the right to ask us to restrict the processing of your personal information in certain circumstances.
Your right to object to processing - You have the the right to object to the processing of your personal information in certain circumstances.
Your right to data portability - You have the right to ask that we transfer the personal information you gave us to another organisation, or to you, in certain circumstances.
You are not required to pay any charge for exercising your rights. If you make a request, we have one month to respond to you.

Please contact us via our contact form if you wish to make a request.