FREQUENTLY ASKED QUESTIONS (F.A.Q.)

PAYMENTS

DO YOU ACCEPT RETURNS/OFFER REFUNDS?

Payments are not refundable, neither are the deposits or partial payments of products purchased by layaway. Every product is thorughly inspected before being shipped. Irrealdoll is not responsible for any damage or loss a parcel may suffer during transportation. In the unlikely scenario that a problem like this may arise, you can still contact us at info@irrealdoll.com and we will try to solve any incident and offer help, whenever possible.

CAN I PAY IN DOLLARS, YEN, RUBBLE, ETC?

Irrealdoll will only accept EURO for payments. Any order using a different currency will be automatically cancelled. 

I PAID A DEPOSIT FEE FOR A PRE-ORDER BUT, FOR SOME REASON I CAN’T AFFORD THE REMAINING INSTALMENTS. CAN I GET MY DEPOSIT BACK?

Irrealdoll doesn’t offer refunds for deposits or full payments. If we find an issue with your order we will notify you first in order to fix said issue, but if after that a customer fails to complete all three instalments, the order may be cancelled. We apologize for any incovenience this may cause.

 

SHIPPING

WHICH SHIPPING SERVICE DO YOU OFFER?

Since we don’t want shipping prices to add up too much to the total cost, will be shipped through registered mail which is a cheaper but still reliable service. A tracking code will be provided once your order ships. Keep in mind though that, due to circumstances out of our control, tracking may not work properly for Australia and the United States once the parcel leaves our country. Parcels will still arrive safely though, so don’t worry too much about that.

HOW LONG DOES IT TAKE FOR A DOLL TO BE SHIPPED?

If you placed a pre-order, check carefully the estimated time for shipping in the product’s description. Estimate time for production and delivery on dolls is around 5 months after the initial purchase unless specified otherwise in the product’s description. For purchases of items currently in stock you can also find the estimated time for shipping in the product’s description. Once the doll is shipped, it can take anything from 1 to 3 weeks depending on the country of destination, customs inspections, etc.

DO YOU SHIP TO CHINA?

In an attempt to stop recasters or at least make it harder for them, Irrealdoll will stop shipping dolls to China starting on late 2017. Sorry about the inconvenience this may have caused to our fans in China.

PRODUCTS

DO DOLLS COME WITH A WIG OR THE CLOTHES PICTURED IN THE PROMO PHOTOS?

No. Packages don’t include the wig or clothes in the pictures unless specified. Engendritos usually come with a one-piece pyjamas and a pair of glass eyes though, but still no wig or other accesories.

I WOULD LIKE TO PURCHASE A DOLL THAT IS CURRENTLY SOLD OUT. WILL IT BE AVAILABLE AGAIN AT SOME POINT?

Unless we’re talking about a limited edition, it’s very possible that it will be available again in the future. If you want to be the first to know, check our updates on our website and social media, or better yet, subscribe to our newsletter.

WHERE CAN I SEE HOW THE DIFFERENT MAKE UP OPTIONS LOOK?

We will include a picture with the different make up options in the product’s description. As you can see you can choose between three types: A (neutral), B (sad) and C (angry). You can also ask for a little bloody heart to be drawn on your Engendrito’s forehead at no extra cost, as long as you order one of the previously mentioned make up options.

CAN I ASK FOR A CUSTOMIZED MAKE UP?

Irrealdoll doesn’t offer a customized make up service. We apologize about the inconvenience this may cause.

ORDERS

WHERE DO I LEARN WHEN A NEW PRE-ORDER OR DIRECT SALE IS GOING TO TAKE PLACE? 

If you want to keep up to date with new pre-orders or direct sales at Irrealdoll the best and most comfortable way is by subscribing to our NEWSLETTERYou can do this by visiting Irrealdoll.com. In the bottom area of the main page you will find a text box below the message NEWSLETTER. Just write your email address and click on the SUBSCRIBE! button and you will receive Irrealdoll updates comfortably in your inbox.

CAN I BUY MORE THAN 1 DOLL AT THE SAME TIME?

You can buy more than one doll as long as they’re still in stock, but keep in mind that purchases are limited to 1 doll per order, so in case you’re interested in purchasing several products you’ll need to complete the payment for one order before placing another order. Every doll will be shipped as individual parcels, so shipping costs can’t be shared between several orders.

I’VE HEARD YOU WILL RELEASE A NEW DOLL BUT I WON’T BE AVAILABLE AT THAT TIME. CAN YOU HOLD IT FOR ME?

Irrealdoll doesn’t offer reservations for its products. We want all our customers to have the same chance of buying one of our dolls and for that we will always announce new releases ahead of time. If that day you are not available, you can ask a friend or a family member to purchase it for you.

I ORDERED A DOLL WITHOUT MAKE UP, BUT NOW I REGRET MY DECISION. CAN I SEND THE DOLL BACK SO YOU CAN APPLY MAKE UP TO IT?

You can only choose a make up option at the moment of purchase. Irrealdoll doesn’t offer a commissioned make up service.

I LOST THE CERTIFICATE THAT CAME WITH MY DOLL. CAN YOU SEND ME A REPLACEMENT?

The certificate of authenticity with signature, stamp and number that comes with your doll guarantees that this doll is not a copy or a fake reproduction. Only one certificate per doll is issued, so it’s not possible for us to offer a second one in case of loss.

HOW TO PLACE AN ORDER

GUIDE ON HOW TO PLACE AN ORDER

Before you place an order you need to register an account at Irrealdoll.comMake sure to enter all your data correctly in order to avoid problems later.

If an item is available for purchase you should be able to add it to your shopping cart and proceed to checkout, otherwise the item will be labeled as ‘OUT OF STOCK’

In order to place a pre-order or make a direct purchase you only need to follow these simple steps:

  1. Click on the desired product. Make sure you select the correct skin tone for your doll.
  2. Choose between the different make up options available in case you wish one, otherwise select ‘NO’
  3. Add the product to your shopping cart and proceed to checkout
  4. Keep in mind that purchases are limited to 1 doll per order. You can place several orders, but you must complete one first before placing another.
  5. Please double check that the options -make up, skin tone- you’ve chosen are correct
  6. Please double check that your billing and shipping address are correct.
  7. Choose your payment method:​
    • ​If you choose ‘BANK TRANSFER’ the website will provide you with the required data you’ll need in order to transfer the funds after agreeing to our TERMS AND CONDITIONS. Your order status will be shown as ‘ON HOLD’ but once the transfer has been received and verified on our end your order status will be updated to ‘PROCESSING’. You will be able to check it anytime at ‘MY ACCOUNT​’ section.
    • If you choose Full Payment through Paypal as your payment method, you’ll be automatically redirected to Paypal’s website after agreeing to our TERMS AND CONDITIONS’. Please refrain from sending payments through Paypal that are not associated to an specific order​ and do it only during the checkout process.
    • If you choose ‘4 month Layaway Plan‘, the checkout page will split the total amount in four instalments of equal value -plus shipping for the first one- and they will be charged monthly in your Paypal account. This process is completely automated and hassle free. You can check ‘MY ACCOUNT’ anytime in case you want to see when the next payment is due or which ones are already completed. Keep in mind the prices for layaway products are slightly different than the ones paid in full through Paypal or Bank Transfer. Don’t be scared though, it’s just roughly a 5-6€ increment depending on the product.
    • CLICK HERE FOR A COMPLETE GUIDE ON LAYAWAY PAYMENTS
  8. ​A confirmation email with details on your order will be sent to your inbox. Please keep this e-mail for future reference.
  9. That’s it! Keep in mind that most of our dolls take at least 5 months for them to be produced and shipped to you, so please be patient in the meantime and feel free to contact us in case you have any questions regarding your order.
LAYAWAY GUIDE

EXTENDED GUIDE ON LAYAWAY ORDERS

How does layaway payments work? Well, it’s very easy!

All you need is to navigate through our shop and look for the doll you like. Once you’re inside the product page, you’ll see a huge button at the top which reads “ORDERING WITH OUR 4-MONTH LAYAWAY PAYMENT PLAN?” and a button with the message “YES PLEASE TAKE ME TO THE RIGHT PRODUCT PAGE!”.

Click that and you’ll be brought to the layaway version of that product. It’s easy to tell if you’re in the right place because you’ll see the word LAYAWAY by the product’s name and the price will be displayed in a “ From: X amount of money / month for 4 months”.

Then choose the options available according to your taste and add the product to your shopping cart. Make sure your personal data, specially your shipping address, is correct and up to date and tick the “I agree to the terms and conditions” after reading. Please notice how you’ll be shown two different TOTALS on the checkout page. The first one is the deposit + shipping payment that will be charged in your Paypal account right away. Please pay attention to this, the first payment includes the shipping costs to your country, and it is NOT REFUNDABLE if later on you decide not to continue with your order. The second one which is called “Recurring Totals” is what you will be charged in the following three months (which is the same as before, minus the shipping costs). The checkout page will also inform you about the next renewal date.

If everything is ok, click on “PROCEED TO PAYPAL” to continue with the payment. Only Paypal is available for layaway payments.

After clicking that button, you’ll get to a new page. Again, pick the Paypal option and you’ll be redirected to Paypal’s website, where you’ll need to sign into your Paypal account in order to complete the payment.

After confirming the payment in Paypal’s website, you will receive a confirmation e-mail from us and then another e-mail from Paypal, letting you know the payment was successful and when the payments are due. After this, you’ll be redirected back to irrealdoll.com, if you see the “Thank you. Your order has been received” message you’re good to go.

And that’s it! You don’t need to worry about anything else. Just make sure there’s enough funds in your Paypal account each renewal date and we’ll do the rest.

If you go into your Irrealdoll account now, you’ll see how in the “Subscriptions” tab there’s now an “Active Subscription” that you can check to learn more details about your layaway order -but be careful about touching that “cancel” button unless you really want to cancel your order!”.

 

Each month a new renewal payment will be charged which subsequently will also create a new order in your account. At the end of the layaway period you’ll be able to see four of them under the “orders” tab. This doesn’t mean you’ve ordered 4 dolls by mistake, it’s just that your ONE order has been split in FOUR different payments and each one of those has created an individual invoice.

HOW DO I KNOW MY INDIVIDUAL PAYMENTS WENT THROUGH CORRECTLY?

If you check the “Orders” tab, you’ll see them marked as “Processing”. That means the funds reached our end and everything is correct. If it shows something like “Pending” or “On hold” please contact us.

Subscriptions will be shown as “Active” in your account as long as the layaway period is still running. Once the layaway period ends, your subscription will be shown as “Expired”. This just means your order is paid in full and completely OK, but the “Expired” status lets you know you won’t be charged again the following month because you’ve already completed all the payments. So think of the “Expire” status as “Whew, I’ve already completed my payments and I’m free now!”

And that’s pretty much it. If you still have any questions please use the contact form and let us know.

Thanks for reading!