Customer service is extremely important to us and we want our customers to feel confident when they purchase from us. If your doll is damaged in transit or has a manufacturing fault, you may be entitled to a replacement. Please email us videos/ photographs and do not "use" the doll as this could void any rights to refund/return your goods. We have a money-back guarantee that our dolls are 100% authentic, but we do also have a strict returns policy in line for obvious reasons (hygiene).For more information please view our Returns & Refunds policy. Our policies comply with the United Kingdom Consumer rights act 2015.