Store Policy

1. Discreet billing:

Your purchase will be billed under the name "Skylite SRL", which is the official name of our company. This is the identifier that will appear on your credit card or billing statement. Please be aware of this to avoid any confusion upon reviewing your statement.

2. Manufacture lead time:

2.1 Existing collection

Production Lead Time
Brand	Average Lead Time
Tayu	60 days
Irontech Silicone	60 days
Elsa Babe	35 to 50 days
WM Doll TPE	2 to 3 weeks
Aotume TPE	2 to 3 weeks
Aotume Silicone	30 days
Fabric Dolls	60 days
Starpery TPE	4 to 6 weeks
Starpery Silicone	6 to 8 weeks
Sanhui with wig	2 to 3 weeks
Sanhui with hair implantation	4 to 5 weeks
MZR Doll	2 to 3 weeks
Gynoid	8 to 12 weeks
Sino-doll with wig	30 days
Sino-doll with hair implantation	At least 45 days (+15 days with hair implantation)
Sino-doll with RS Options	At least 60 days (+15 days with hair implantation)
T-Sino with RS	At least 45 days (+15 days with hair implantation)
T-Sino with RRS	At least 60 days (+15 days with hair implantation)
SE Doll	2 to 3 weeks
Siliko Doll	3 weeks
Other Silicone Dolls	3 to 6 weeks
Other TPE Dolls	2 to 4 weeks

2.2 Doll creation with custom face

TPE and Silicone dolls: 45 days

AI Sex Robots: 60 days

2.3 Doll creation with custom face & custom body

TPE and Silicone dolls: 60 to 90 days

3. Prior Shipping:

For custom made dolls or torsos shipped from China we will systematically send you pre-shipment photos once your order is ready so that you can validate the product before shipping.

Pre-shipment validation emails will be sent from the email address support@myrobotdoll to the email address you provided when placing your order.

No order will be shipped without your validation so please make sure to whitelist our email address support@myrobotdoll and to control your emails regularly, including your spam box.

If no answer is received within 5 business days we will try to contact you using a different method such as sending a SMS to the phone number you provided when placing your order.

No pre-shipment photos are provided for in-stock dolls.

If you have additional requests we can make adjustments or modifications at your expense. Please note that it might slow down the shipping process and delay the reception of your doll.

4. Shipping & Packaging:

4.1 Average Shipping Lead Time Once the Item Has Been Produced

Shipping Lead Time is indicative and we adapt it each time we receive new information from our freight forwarders.

USA & Canada: 7 to 12 days
European Union: 5 to 10 weeks
UK, Switzerland, Norway: 10 to 15 days
Australia, Romania: 10 to 15 days ($100 to $300 extra shipping fees)
Israel, Turkey, New Zealand: 10 to 25 days ($100 to $300 extra shipping fees)
Chile, South Africa: 10 to 25 days (at least $300 extra shipping fees)
Japan, Singapore, Taiwan: 5 to 8 days
Russia: 45 to 65 days

During peak periods such as Chinese New Year or the Christmas season, shipping lead times may be significantly extended.

Extended shipping times may also occur due to Force Majeure Delays. In such events, we are not liable for delay damages if the Initial Delivery Date is missed due to reasons beyond our control. The expected delivery period will be extended by a duration equal to the length of the Force Majeure event.

Force Majeure Events include, but are not limited to, natural disasters, fires, theft (including courier mishaps), wars, riots, transportation incidents making the product undeliverable, embargoes, and actions or inactions of civil, military, or governmental authorities (including extended customs procedures).

If a package is rendered undeliverable due to a Force Majeure event, or if such an event delays delivery beyond 6 weeks from the initial estimated date, we shall be given the opportunity to deliver a new product within an additional reasonable period of time considering the standard production and shipping durations of the item ordered.

4.2 Packaging

We provide worldwide shipping in discreet & sealed packaging. Once dolls leave our factory, you will receive the tracking number to follow the shipping progress.

4.3 Flight Case

If you purchase a flight case with a doll or a torso, it will be new and custom made to fit your order. It will be used as packaging for your order and its main purpose will be to protect your doll or torso during transport. As such, you should not expect your flight case to arrive in pristine condition: scratches and/or cracks are to be expected and will not lead to refunds.

5. Returns & Cancelations:

5.1 Faulty Items

If default options are chosen and your doll looks different from the first photo on the doll's page please contact our customer service at reception of your doll. We will arrange an immediate replacement of the doll or will send you replacement parts depending on the nature of the problem. You must send the doll back to us within 14 days from receipt of goods if you choose to replace your doll, for sanitary reasons we only replace unused dolls. By unused we mean not cleaned, not stained, not powdered, not oiled and no sex whatsoever with the doll / torso / toy. Please leave the doll in its original packaging and please don’t throw away the original packaging. In case the original packaging has been thrown away while the doll needs to be returned you will need to provide another packaging offering similar protection.

Please be aware that your doll might look different from the photo if you don't choose the default options such as: default skin tone, default eye color, default wig, default body...

Slight variance is to be expected on each doll. The following elements will not be considered faulty:

Also please read our FAQ section carefully to make sure that you won't cause damage to your doll by mistake (i.e. letting your doll exposed to heat or leaving it for too long in an incorrect position). Damage caused by user negligence is not covered.

5.2 Damaged Items

If you notice that your package and your doll have been seriously damaged during the shipping you have to refuse the package due to damage and file a claim immediately with the transporter. You can then ask for a return without any extra fee.
Upon reception of your package we kindly ask you to make an unboxing video of the doll and control that nothing is missing or damaged.
If you notice that your doll is damaged or some parts are missing, please file a claim immediately with the transporter and communicate the case number to us within 48 hours from receipt of your doll. We will take care of the remaining things for you. Please do not use the doll, please leave the doll in its original packaging and please don’t throw away the original packaging. In case the original packaging has been thrown away while the doll needs to be returned you will need to provide another packaging offering similar protection. By not using the doll we mean not cleaned, not stained, not powdered, not oiled and no sex whatsoever with the doll / torso / toy.
Depending on the severity of the damage, we can either send you a replacement of the doll, replacement parts or repair kits. You must send the doll back to us within 14 days from receipt of goods if you choose to replace your doll, for sanitary reasons we only replace unused dolls.
If a damage is deemed reparable, only a repair solution will be offered. Repair videos & material will be provided and the client will be expected in most cases to perform the repair him/herself.
Damage on the doll can be caused by mishandling such as letting your doll exposed to heat, leaving it for too long in an incorrect position or dressing your doll with certain colorful clothes that could taint the TPE. As such, without a proper unboxing video, we will have no way of knowing who is responsible for the damages.

5.3 You changed your mind / cancelation policy

After placing your order you have 24 hours to modify or cancel it without any explanation, unless the product has already been shipped. Simply send us an email at support@myrobotdoll with the reference of your order to cancel and we'll refund you immediately using the same payment method that you used to pay us.

All orders cancellation will incur a transaction fee of $100 + 7% of the order amount.

We have no stock of sex dolls, sex doll heads or sex dolls with robotic features. They are all produced on demand in our factories in China and shipped directly to you from China. Since all our dolls are produced on demand we'll wait 24 hours to give you the opportunity to change or cancel your order before launching the production.

If you want to speed up the production time you can ask us to launch the production immediately after receiving your order. If you do so, the production will be launched immediately and you won't be able to modify or cancel your order anymore.

After the 24 hours cooling off period or if you explicitly asked us to launch the production of your doll immediately, the production of your sex doll will begin and you won't be able to cancel your order anymore for any reason.

If your order has been placed choosing either Bank/Wire Transfer or PayPal Invoice in your own currency as payment method we expect you to confirm us by email within 24 hours after placing your order that you've proceed with the payment and that you agree with the proposed amount in case the payment is not done in USD and in case no foreign exchange rate has been agreed in advance.

Orders for which no confirmation of your intention of paying has been received within 24 hours or no payment has been received within 24 hours when PayPal Invoice in your own currency was chosen as payment method or no payment has been received within 4 working days when Bank/Wire Transfer was chosen as a payment method may be cancelled.

5.4 Shipping costs

You are responsible for paying the shipping costs when returning a product to us. We advise you to use a service including the tracking of your shipment and an insurance for products worth more than $800. Those shipping costs are non-refundable. Depending on where you live and the shipping method you use the time it will take for us to receive your product will vary.

If a product is returned to us due to your gross negligence (such as not picking up the product on time from the courier’s facility or providing a shipping address that doesn’t exist), your refusal to accept the package (unless it is damaged) or your refusal to pay import taxes or VAT for countries where we indicated that the customer was responsible for paying those, you will be responsible for all the product’s return shipping and handling costs incurred to us. Those costs can exceed $1000 for heavy products.

5.5 Special disclosures and returns & cancelations conditions for European clients

European clients are protected by local EU regulation when purchasing items online from traders such a My Robot Doll. Online traders such as My Robot Doll have to disclose all relevant regulations to their clients.

As per European regulation we have to provide a link from our website to the Online Dispute Resolution platform: ec.europa.eu/consumers/odr.

To save you some time you will see that under European regulation our returns & cancelations policy is basically identical to what has been described above under 5.1, 5.2, 5.3 and 5.4.

14 day cooling off period

In the EU you have the right to return purchases made online from traders such as My Robot Doll within 14 days for a full refund. You can do so for any reason – even if you simply changed your mind and without a justification.

The 14-day cooling off period does not apply to all purchases. The first relevant exemption being goods made to order or clearly personalised such as all the sex dolls, sex doll heads and sex dolls with robotic features that are sold by us on our website.

The second relevant exemption concerns the delivery of sealed products, which are not suitable for return for reasons of health protection or hygiene if their seal has been removed after the delivery.

If you've already used your sex toy, sex doll, sex doll head or sex doll with robotic features to have sex, the 14-day cooling off period will expire immediatly. Also you won't be able to ask for an exchange if your sex toy, sex doll, sex doll head or sex doll with robotic features is faulty or damaged if you've already used it.

We have no stock of sex dolls, sex doll heads or sex dolls with robotic features. They are all produced on demand in our partner factories in China and shipped directly to you from China. As a result, under European regulation, you will not be protected by the 14-day cooling off period when purchasing sex dolls, sex doll heads and sex dolls with robotic features from us.

You will still be protected by our own 24 hours cooling off period as described in 5.3 that allows you to cancel or modify your order without any explanation within 24 hours after placing your order, unless you explicitly asked us to waive that right to speed up the production process.

The cooling off period expires 14 days after the day you received your goods. If the cooling off period expires on a non-working day, your deadline is extended till the next working day.

How to cancel a purchase

As explained just above, cancelation for sex dolls, sex doll heads and sex dolls with robotic features is only possible within 24 hours after placing your order. After this 24 hours period you won't be able to cancel your order for any reason.

You must tell us that you want to cancel your purchase. It is not enough just to send the goods back. We provide you a model withdrawal form which you can use to tell us about your decision, but you don't have to use it.

You can inform us and send back your goods at the same time, for example, by adding a written statement with the goods that you are returning by post, by sending an email at support@myrobotdoll, or by completing an online returns and sending it by email at support@myrobotdoll.

You must send the goods back to us within 14 days of informing us and at your own cost. Please refer to 5.4 for more details about shipping costs.

Getting a refund

As explained just above, refund for sex dolls, sex doll heads and sex dolls with robotic features is only possible within 24 hours after placing your order. After this 24 hours period you won't be able to cancel your order for any reason.

We will give you a refund within 14 days of receiving your cancellation request. However, we will delay refunding you if we haven't received the goods.

Our refund will include any shipping charges you paid when you made your purchase. However, we will charge you delivery costs if you specifically requested non-standard delivery (such as express delivery).

Model withdrawal form

If you wish to cancel your order you can fill up this form and send it to us by email at support@myrobotdoll:

I "YOUR FIRST NAME" "YOUR FAMILY NAME" want to cancel my order number "YOUR ORDER NUMBER"

placed the "YOUR ORDER DATE" with My Robot Doll / received the "YOUR RECEPTION DATE" (choose one of the two)

"YOUR ADDRESS"

"DATE"

5.6 Fraudulent Dispute and Chargeback Policy

At My Robot Doll, we are committed to providing our customers with high-quality products and exceptional customer service. We understand that disputes and concerns can arise regarding transactions and the quality of products received. We encourage our customers to contact us directly to resolve any issues amicably.

However, we must also protect our business against fraudulent activities, such as friendly fraud, which occurs when a customer makes a purchase with their credit card and then requests a chargeback from the issuing bank after receiving the purchased goods or services, falsely claiming the transaction was unauthorized or the item was not as described, without proper evidence and returning the item.

Policy on Fraudulent Disputes and Chargebacks:

Investigation: Upon receiving a chargeback or dispute notification, we will thoroughly investigate the claim. We will attempt to resolve the dispute directly with the customer. However, if the dispute is found to be fraudulent, we reserve the right to take legal action to recover the funds.
Procedure Costs Fee:In cases of fraudulent disputes, including but not limited to chargebacks flagged as unauthorized by the customer or items declared unacceptable without returning the item and providing adequate evidence of the issue, we will impose a Procedure Costs Fee. This fee will be 20% of the item's value, with a minimum charge of $250. This fee covers the administrative costs incurred by our company in handling the fraudulent claim.
Legal Penalty Interest: In addition to the Procedure Costs Fee, customers engaging in friendly fraud may be subject to legal penalty interest and the recovery of all legal fees associated with pursuing the recovery of the funds.
Legal Action: We reserve the right to take legal action against individuals who engage in friendly fraud. This may include reporting the fraudulent activity to relevant legal authorities and pursuing civil litigation to recover the funds and associated costs.

We urge our customers to act responsibly and ethically in their transactions. Friendly fraud is a serious offense that not only affects our ability to provide quality products and services but also impacts the trust and integrity of the e-commerce ecosystem.

By making a purchase on our website, customers acknowledge and agree to these terms. We appreciate your understanding and cooperation in maintaining a fair and honest transaction environment.

6. Import Taxes and VAT how does it work:

Due the new European Union VAT rules as of 1 July 2021 we only accept orders from clients located in the European Union if the order amount is above 200€.

6.1 Who is importing the products

As you will read in 6.2 we offer by default a service that helps you pay import duty in advance if you live in the European Union, in the USA or in Russia.

We have no stock of accessories, sex toys, sex dolls, sex doll heads or sex dolls with robotic features.

To allow you to fully customize your doll and to optimize shipping time, all our sex dolls, sex doll heads or sex dolls with robotic features are produced on demand in our partner factories in China and shipped directly to you from China by our logistic partners.

Our sex toys and accesories are also shipped to you directly from China.

We are working with local logistic companies for the transport of your products between our partner factories and your home. They will ship the package to you via shipping companies such as UPS, FedEx or DHL depending on the most optimal solution for your destination country. You will receive a tracking number as soon as the package has been shipped.

At no point in time will My Robot Doll own the accessories, sex toys, sex dolls, sex doll heads or sex dolls with robotic features bought on our website and sent to you from China when they enter your destination country. As a result, you will be the person importing the accessories, sex toys, sex dolls, sex doll heads or sex dolls with robotic features and the person responsible for paying import taxes and VAT.

This is the most efficient way of doing it for customized dolls and the way most doll vendors operate. We just want to be completely transparent about the way it works.

6.2 Customs duties & Customs clearance

Full Size Sex Dolls
Countries	Custom Clearance	Import Duties	Average Shipping Time
USA	Included	Included	7 to 12 days
European Union	Included	Included	5 to 8 weeks
Russia	Included	Included	45 to 65 days
Norway, Serbia, Switzerland, Romania	Not Included	Not Included	10 to 15 days
UK	Not Included	Included on demand (paid option) please contact us for details	10 to 15 days
Chile, Israel, New Zealand, South Africa, Turkey	Not Included	Not Included	10 to 25 days
Canada	Not Included	Not Included	7 to 12 days
Australia	Not Included	Not Included	10 to 15 days
Singapore	Included	Included	5 to 8 days
Japan & Taiwan	Not Included	Not Included	5 to 8 days
Custom Clearance And Import Duties Are Never Included For Small Packages! Torsos are NOT considered Small Packages.

For references purposes the torso is defined as the central section of the human body, extending from the neck down to the pelvis.

We take care of customs clearance for the EU, Russia and the USA. For the remaining countries the process is quite straightforward and we'll do our best to assist you. Problems are rare but please be reactive to customs questions if they occur to receive your doll on time.

As always for imported high-end products, additional efforts or documents might be needed to get your sex doll on time for customers in Canada, Australia, New Zealand, Japan, Singapore, Taiwan, UK, Norway, Romania, Switzerland, Israel and Serbia.

For full size sex dolls and sex dolls with robotic features we offer by default a service that helps you pay import duty in advance if you live in the European Union, the USA or Russia. Customers in Canada, Australia, New Zealand, Japan, Singapore, Taiwan, Norway, Romania, Switzerland, Israel and Serbia may have to pay customs duties due to local legislation.

Due to significantly higher shipping costs to Australia & New Zealand we charge an extra $100 to $300 shipping fees depending on the package weight & size to deliver to those two countries, please contact us at support@myrobotdoll for more information.

For small packages (i.e. sex toys, small accessories, sex doll heads, glue ...) we never offer delivered duty paid service or custom clearance and you will randomly have to pay custom duties on your purchase no matter where you live.

We aim to amaze our customers and get you the BEST to construct a long lasting relationship!

7. Pre-shipment photos:

Pre-shipment photos of your doll may be used for marketing purposes unless you explicitly ask us not to. With the exception of the destination country we don't disclose any personal information about our customers while using those pre-shipment photos.

8. Governing Law and competent courts:

These Terms of Service and any separate agreements whereby we provide you Services or Products shall be governed by and construed in accordance with the laws of Belgium.

The competent courts in the event of a dispute are the courts of Brussels, Belgium.

9. Important warning about our products:

All the products we sell should only be used by adults in good physical condition.

Dolls are heavy products that could cause serious injury to people or even death if they fall on someone.

In the same way, dolls can also cause serious damage to objects or property when falling.

Dolls are not stable while standing. If you wish to put your doll in a standing position or in any position where it could fall, it is your responsibility to ensure it is sufficiently stable and will not fall on anybody or anything.

Dolls can be very heavy and should only be carried by people in good physical condition and with sufficient strength.

We recommend that dolls weighing more than 20 kg/44 lbs be carried by at least two people.

Like any heavy object, carrying a doll without proper strength and a good physical condition could cause serious injury.

Dolls having exterior bolts on their feet can cause damage to objects or floors (for instance, wooden floors). Please ensure the feet and/or the floor are sufficiently protected to avoid damages.

The heating feature of dolls is notoriously problematic and we decline any responsibility related to the use of this function: overheating can damage the doll, lead to serious injury or death, and/or cause fire. The function can also cause short circuits and/or electrocution. Please use this function at your own risk and please monitor the doll at all times when this function is turned on or when the doll is plugged. We don’t provide any after sales service for this option.

We also don’t recommend the use of dolls’ electronic options such as the automatic sucking vagina option or the moaning option. Those gimmicks are randomly working, break easily, and client feedback is generally negative. Electronic options such as the automatic sucking vagina option that interact with body parts can cause serious injuries. Please use those options at your own risk. We do not provide any after sales service for dolls’ electronic options.

10. Provision for order cancellation due to website errors:

At My Robot Doll, we strive to ensure accuracy and reliability in all aspects of our service. However, on rare occasions, our website may display incorrect information due to technical glitches, bugs, or other unforeseen errors. In such cases, we reserve the right to void orders that are affected by these issues. This includes, but is not limited to, the following scenarios:

Incorrect options or configurations: If a bug or error results in an order being placed with incorrect product options or configurations that are not actually available or intended for sale, we may need to cancel the order. We will promptly notify you and offer assistance in placing a new order with the correct options.
Mispricing: Prices displayed on our website are subject to change. In the event of a clear mispricing caused by a website error, orders placed with these incorrect prices may be cancelled. We understand the inconvenience this may cause and will work with you to find a suitable solution, such as reordering at the correct price.
Expired discounts or promotions: Occasionally, expired discounts or promotions might erroneously remain visible on our product pages. Orders placed with such expired offers are subject to cancellation. We will inform you of such occurrences and provide guidance on how to proceed with a new order without the expired discount.

In all cases, our team is committed to providing clear communication and support to resolve any issues promptly and satisfactorily. If your order is affected by any of these scenarios, our customer service team will reach out to you directly to discuss the next steps.