Due to the nature of the product, returns are not accepted once the packaging has been opened. Our products are semi-custom items manufactured according to customer specifications.
As a general rule, refunds are not available for cancellations made after the product is completed due to customer preference.

However, we accept cancellations within one week of payment completion.
For cancellations made after one week has passed, a cancellation fee of 5% of the product price (10% for credit card payments) will be charged.
*If the product price is 70,000 yen or less, a flat cancellation fee of 3,500 yen (7,000 yen for credit card payments) will be charged.

For details, please click here:Shipping, Payment, Costs, and Delivery

Whether changes can be made to your order depends on the specific items and the current stage of processing.

・Made-to-order items (such as silicone dolls)
Changes may be possible, but only prior to the start of production.
We cannot accept specification changes once the manufacturing process has begun.

・Items that do not require manufacturing (such as wigs, outfits, and accessories)
Changes may be possible, provided the order has not yet been prepared for shipment.

In either case, if you wish to make a change, please contact us as soon as possible via the inquiry form or email.

Yes, you can make a purchase as a guest. However, registering as a member offers the following benefits:

・Access to the "Favorites" feature
・Ability to view your order history
・Notifications about member-exclusive sales

Anonymous purchases are accepted only at our showroom locations. If you place your order and complete payment at the showroom, you do not need to provide your name, address, or telephone number. Please note that for purchases made at the Ueno Showroom, the product handover generally takes place at the Okudo Factory in Katsushika Ward.
Please be aware that there is a lead time between placing an order and receiving the product. Please consult the Ueno Showroom regarding the delivery schedule.

Ueno Showroom
Tel: 03-3832-4832

※When ordering via the website, you are required to provide your name, address, phone number, and email address; therefore, anonymous orders are not accepted. (Ueno Showroom closed: Mondays and Fridays)

Yes, that is possible.
While orders must be placed via our website, you can use "Orico Web Credit" to pay in up to 84 installments. Please note that this service requires a credit approval process.
If you choose to pay by credit card, you may be able to change the number of installments or switch to revolving payments after the transaction is processed, subject to the terms of your credit card agreement; please contact your credit card company directly regarding these terms. If paying by credit card at our showroom, we can arrange for up to 24 installments at the time of purchase.

For more details, please see: Shipping, Payment, Costs, and Delivery.

Due to the nature of the product, we do not accept returns or exchanges based on customer preference.

However, please contact us within 7 days of delivery in the event of:
・Initial defects
・Receipt of an item different from what was ordered

After verifying the details, we will arrange for an exchange, repair, or other appropriate resolution.

*Please note that as silicone dolls are made-to-order items, returns are generally not accepted.

Shipping costs vary depending on the contents of your order.
・Orders including a body: 3,500 JPY
・Orders not including a body (heads, wigs, parts, accessories, etc.): 1,500 JPY

For details, please see:Shipping, Payment, Costs, and Delivery

Delivery times vary depending on the product.
・Silicone dolls (made-to-order items)
Delivery typically takes around one month after payment is confirmed.
*Please note that the timeframe may vary depending on the season or specifications.
*We will provide an estimated delivery date once the production schedule is finalized.

・Accessories (wigs, holes, etc.)
If the item is in stock, it will be shipped within a few days of payment confirmation.

The handling process varies depending on the product.
・Silicone dolls (made-to-order items)
Once payment is confirmed, we will inform you of the estimated earliest delivery date.
We will then coordinate with you to finalize the delivery date and time.

・Accessories (such as wigs and doll parts)
It may be possible to specify a delivery date and time.
Please include your preference in the order notes section when placing your order.

Typically, the sender's name on the shipping label is listed as "Orient Kogyo," and the item description is listed as "Health Equipment" for large products or "Parts" for small products; however, these can be changed according to your preference, so please specify your desired details on the order form.

We pay meticulous attention to protecting customer privacy and securely pack the product in a dedicated shipping box.

You can choose to pick up the product at the nearest Sagawa Express office instead of having it delivered directly to your home. The delivery carrier will contact you by phone once the product arrives at the office. If you wish to pick up the product at the carrier's office, please specify this on the order form.

Please search for the nearest delivery carrier office here.

Sagawa Express

Yes, we offer international shipping.
Shipping costs, delivery methods, and delivery times vary depending on the destination country or region and the contents of your order.

Please note that customs duties, import taxes, and customs clearance fees may apply depending on the destination country or region.
These costs are the responsibility of the customer; please be aware of this in advance.

If you would like to arrange international shipping, we recommend contacting us before placing your order.

You can use a commercially available futon dryer to warm it, but please be careful to ensure it does not get too hot.

If you wish to switch to the older connection style when ordering the applicable body parts listed below, we can accommodate this request for an additional fee. Please contact us via the inquiry form when placing your order.

*Please note that we cannot modify the specifications of body parts you already own.

Applicable body parts: Jewel 136/146

As of March 23, 2012, the connection method between certain head and body parts has been completely redesigned for improvement. Please refer to the link below for details regarding the connection method and how to connect parts using the previous system.

Regarding improvements to the head connection method

There are no products with functional features in the mouth area.

To ensure legal compliance, the sleeve component is not designed for hyper-realistic aesthetics. It is made from a highly flexible and stretchable material, featuring intricate internal texturing. After use, please thoroughly wash the interior with soap or a neutral detergent and allow it to dry completely. It is reusable after cleaning and drying.

*As the sleeve component comes into direct contact with the skin, please exercise your own judgment to ensure proper hygiene—such as by replacing the part periodically—and maintain the highest standards of cleanliness.

The product's eyelids, eyeballs, and lips do not open or close. Furthermore, as we believe that toy-like features might actually hinder the customer's imagination, the product does not include a voice function.

You can use commercially available press-on nails. Please use a separately sold repair kit to attach them. Do not apply nail polish directly to the product.

For both soft vinyl and silicone products, avoid storing them in humid areas; instead, store them by seating or laying them down—in a relaxed pose—on a cushioned chair or bed.

Simply brushing using the spray and brush included with the separately sold "Hair Care Set" is sufficient.

Please take care to keep the silicone body clean at all times. Silicone products have a characteristic tackiness that makes them prone to attracting dust and debris. Applying baby powder can prevent this and give the surface a smooth, skin-like feel. However, since the powder will eventually wear off, regular maintenance is required to ensure continued comfort during use.
If the unit becomes dirty, wipe it clean with a soft, damp cloth and then apply a light coating of baby powder.

We do not recommend using cosmetics or paints as they may damage the product. When using cosmetics or paints, please use your own judgment and be very careful, such as testing in an inconspicuous area such as the back of your head beforehand.

This product is made of a single-piece molded silicone design, allowing for bathing or showering in water up to shoulder height. Please note that the connection point between the head and body is not waterproof; take care to prevent water from entering through this area. Water ingress could damage the internal framework and materials. Should water enter the neck area, thoroughly wipe away the moisture with a dry cloth and allow it to dry completely.

Please observe the following precautions to prevent color transfer:
・Wear white undergarments or stockings beneath the clothing to prevent the fabric from coming into direct contact with the product.
・Avoid wearing clothing that carries a risk of color transfer.
・Carefully check the laundry instructions to ensure the color does not bleed when washed with water.
・Before dressing the product, test for color transfer using separately sold silicone chips or hole covers, or by applying the clothing to an inconspicuous area of ​​the product.

"Color transfer" refers to the phenomenon where dye from clothing stains the product. This can occur when the product comes into direct contact with items such as garment-dyed fabrics (e.g., denim or other materials prone to color bleeding during washing), specialized fabrics containing synthetic resins, or rubber components found in clothing. While it is impossible to categorically list every type of clothing that poses a risk of color transfer due to the wide variety of garments available, please exercise particular caution when using the product with the aforementioned fabrics, as well as with items that lack laundry care labels or are dark in color.

The product can wear commercially available outfits and accessories.

*Clothing sizes vary by manufacturer and garment type; please carefully check the clothing size specifications against the dimensions of our product. Additionally, please consider the listed bra cup size as a general guideline.

Regarding height: Total height may vary depending on the specific head sculpt used for each series.
Regarding weight: The listed weight refers to the body unit only.

Shipping costs vary depending on the carrier, package size, and your location; please contact the respective carriers directly. Additionally, please include a brief note indicating whether the item is for repair or a "homecoming" service (returning a previously purchased item for maintenance or refurbishment).

For details, please see:Homecoming and Other Services

Some products are large, so using a carrier's pickup service is convenient. Please contact the respective carrier directly to arrange for a pickup.

Sagawa Express
Yamato Transport

We offer a service we call "Satogaeri" (Homecoming) for unwanted products—whether manufactured by us or by other companies. If you cover the shipping costs and a fee of 6,000 yen per item, we will collect the product and perform a memorial service for it. Please pack the item in a suitably sized cardboard box and send it to us; we will take responsibility for collecting it and conducting the memorial service.

For inquiries regarding repairs or returning products to the factory, please contact us by phone or email at the details below.

Orient Industry – Manufacturing Department
Tel: 03-3697-7696
Customer Service
order@orient-doll.com

Please also send any clothing or accessories you regularly wore along with the product when returning it to us; we will collect these items together with the product. However, please note that there are limits to the volume we can accept, so kindly consult us in advance if you have a large quantity.

Yes, that is possible. We offer repainting services for products where the makeup or paint has worn off due to long-term use. Please note, however, that some items may be beyond repair depending on their condition.

※Please note that due to the nature of the material, we may be unable to accommodate requests for repainting or repair of the soft vinyl head parts.

With silicone products, repair marks will inevitably remain at the site of the damage. While our expert staff will perform repairs with great care to make them as inconspicuous as possible, it is not possible to restore the item to a brand-new condition. We ask for your understanding in this matter.

As a general guideline, small scratches measuring less than 3 cm in length and less than 1 cm in depth can be repaired by the customer using the included repair kit. Repairing scratches larger than this, or fixing parts that have been severed, is difficult with the repair kit; please consider having the repair performed by us.

*Please follow the instructions included with the repair kit for the repair procedure.

Please note in advance that we may be unable to perform repairs if the product is severely damaged or if its specifications have been compromised due to modifications or similar alterations. We will inform you whether repair is possible once you provide details regarding the product's condition.

Repair costs and turnaround times vary depending on the condition of the product; therefore, please first contact our Manufacturing Department by phone (03-3697-7696) or our Customer Service team via email (order@orient-doll.com) regarding the necessary repairs. We will provide a preliminary estimate based on the information you share. Once you have reviewed and approved the preliminary estimate, please send the product to us. Upon receipt and inspection of the product, we will prepare and provide a formal quote. The repair process will proceed once you have confirmed and approved this formal quote.

※To ensure the preliminary estimate is as accurate as possible, please provide detailed information regarding the condition of the product. Providing images that clearly show the damage will help improve the accuracy of the estimate.

For more details, click here: Various services (including stays for childbirth/recovery)

Yes, you may enter the Ueno showroom without a reservation.
Please note that other showrooms may require a reservation; for details, please check here.

At the showroom, our staff will provide attentive guidance while you view the actual products.

Yes, for customers who order a standard set at the Ueno Showroom, the Musoko Itami store, or &DOLL in Fukuoka Hakata, we offer a 39,000-yen discount for visiting the store.

* This offer applies only to orders for standard sets.
* Discount details are subject to change or termination without prior notice.
* Please ask our staff at the showroom for further details.

Orient Industry has showrooms located across the country,
including in Taito Ward, Tokyo.

For details regarding locations, access, and business hours for each showroom,
please visit the showroom information page below.

▶ Showroom Information Page

The unauthorized commercial use or repurposing of images and text related to our products is strictly prohibited.

While you are free to use the product as you see fit, please note that we do not sell our products for commercial purposes (such as rental or resale). We ask for your understanding in this matter.