FREQUENTLY ASKED QUESTIONS (F.A.Q.)
WHY IS THE PRICE DIFFERENT WHEN I CHOOSE THE PAYPAL PAYMENT OPTION?
In order to keep Paypal as a payment option we’ve introduced a handling fee for those who can not use any other method. If you do not wish to pay this extra fee, please use the Credit Card/Apple Pay/Google Pay/ Bank transfer option.
CAN I GET LAYAWAY IF A CHOOSE PAYPAL?
No, at least for now.
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 email@example.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.
WHICH SHIPPING SERVICE DO YOU OFFER?
In an attempt to keep the shipping costs as low as possible, Registered Mail will be used as the shipping method. It includes a tracking number but it has no insurance in case of damage or lost parcel. We’re not responsible for any damaged or lost parcels during transit. We’re not responsible for any delays caused by external forces like worldwide conflicts or slow mail 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.
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.
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 NEWSLETTER. You 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.
GUIDE ON HOW TO PLACE AN ORDER
Before you place an order you need to register an account at Irrealdoll.com. Make 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:
- Click on the desired product. Make sure you select the correct skin tone for your doll.
- Choose between the different make up options available in case you wish one, otherwise select ‘NO’
- Add the product to your shopping cart and proceed to checkout
- 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.
- Please double check that the options -make up, skin tone- you’ve chosen are correct
- Please double check that your billing and shipping address are correct.
- 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 via Stripe as your payment method, our shop will contact your bank’s server after agreeing to our ‘TERMS AND CONDITIONS’.
- 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 credit/debit card. 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 via Stripe 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
- A confirmation email with details on your order will be sent to your inbox. Please keep this e-mail for future reference.
- 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.
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 between the options available according to your taste and either add the product to your shopping cart to continue the process with a regular credit/debit card or alternatively click the Apple Pay / Google Pay / Purple Stripe button if you already have a credit card associated to any of these services. If you used the regular checkout, 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 them. If you use the Apple Pay / Google Pay / Purple Stripe button make sure your information is correct on the menu that will pop up on your device since you’ll skip the checkout page by using this method.
If you’re using a regular credit/debit card 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 credit/debit card 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.
Now it’s time to enter your credit/debit card information by selecting the “Credit Card (Stripe)” option and entering your data. If everything is ok, don’t forget to tick the “terms and conditions” checkbox and click on “SIGN UP FOR LAYAWAY” to continue with the payment.
Now the website will contact your bank via Stripe . Follow the instructions you’ll see on screen as you’ll need to confirm the payment on your banking app if have it set up that way.
After confirming the payment, you will receive a confirmation e-mail from us and then another e-mail from Stripe, 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 credit/debit card 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!”. You’ll also be if you want to complete the payments sooner for any reason.
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!
CHANGE TO A DIFFERENT CARD WHILE IN LAYAWAY
If you ordered a doll on layaway and you need to change to a different credit card for any reason (not enough funds, stolen/lost/not working credit card, etc) you can change your payment method by navigating through the following pages at irrealdoll.com:
- My account
- Subscriptions tab
- View current subscription
- Change Payment
- Use a new payment method
- Enter a new credit card number
- Check Update payment method for current subscriptions>
- Click on Change payment method.
Below you’ll find a series of pictures showing you where you need to click so you won’t get lost, it’s very easy! Additionally, you can use the “renew now” button on the last step to manually renew your payment with the new card in case you received a message telling you it failed before.
CHANGE TO A DIFFERENT CARD WHILE IN LAYAWAY (ALTERNATIVE WAY)
If the previous method didn’t work for whatever reason, you can still change your payment method by going a slightly different route:
- Visit “My account” section,
- Then click on “Payment methods”
- Next, click on “Add payment method”
- A new page will appear. Please enter a valid credit card number in the empty fields.
- Make sure the “Update the payment method used for all my active subscriptions” checkbox is checked.
- And finally, click on “Add payment method”
Once you’ve done this, you can either wait for the next payment to be charged automatically, or you can click the “Renew Now” button you’ll find in your current subscription, under the “Subscriptions” section.