How much is the shipping cost for repairs or Satogaeri (return service)?
Shipping costs vary depending on the carrier, the size of the package, and your location. Please contact your chosen shipping company directly for details.
When sending your item, please include a note indicating whether it is for repair or Satogaeri, so we can process it accordingly.
Can I use a courier service to send the product?
Since the product may be large, it is convenient to use a courier's pickup service.Please contact the courier company directly to arrange for pickup.
Where should I send the product for repairs or return?
For repairs or return home service, please contact us by phone or email at the following:
Orient Industry, Manufacturing Department
TEL: 03-3697-7696
Customer Service
order@orient-doll.com
Can you also take the clothes and accessories along with the product during the return home service?
You can send the clothes and accessories that were used with the product during the return home service.We will collect these items along with the product.However, there is a limit to the number of items we can accept, so please contact us in advance if you have a large quantity.
How should I dispose of unwanted products?
We offer a service called "Return Home" for unwanted products. If you cover the shipping and a fee of 6,000 yen per item, we will take the product back and hold a memorial service for it.Please pack the product in a suitable-sized cardboard box and send it to us. We will responsibly collect it and conduct a memorial service for the doll.
Note: This service is available only to our registered customers.
Can the body paint or face makeup that has worn off or peeled be fixed?
Yes, we offer repainting services for products whose makeup or paint has worn off due to years of use.However, depending on the condition, some products may not be repairable.
Please note that due to the nature of soft vinyl head parts, repainting or repairs may not be possible.
Will there be any repair marks left?
For silicone products, there will always be repair marks at the damaged areas.Our expert staff will repair it as discreetly as possible, but it will not return to a brand-new condition.Please understand this in advance.
I have scratched my silicone product. What should I do?
For small scratches under 3 cm in length and 1 cm in depth, you can repair it yourself using the included repair kit.If the damage is larger than the above or if part of the product is severed, the repair kit may not be sufficient. We recommend considering a professional repair.
Please follow the instructions included in the repair kit for the proper repair method.
Are there cases where repairs cannot be done?
Please note that repairs may not be possible if the product is severely damaged or if the product specifications have been altered.We will inform you whether the repair is possible once we receive details about the product's condition.
How can I get my product repaired?
Repair costs and duration vary depending on the condition of the product. First, please contact our manufacturing department by phone (03-3697-7696) or email our customer service
(order@orient-doll.com) to inquire about the repair details.Based on the information provided, we will send you an estimate.Once you confirm and agree to the estimate, please send the product to us.After inspecting the product, we will create and send you a formal estimate.After confirming and agreeing, the repair will proceed.
Note:
1.To ensure the estimate is as accurate as possible, please provide detailed information about the condition of the product. If possible, include images clearly showing the damage—this will help improve the accuracy of the estimate.
2.When requesting a repair, please include the purchase date along with your name, address, and phone number as used at the time of your original order.
3.We do not accept repair or support requests for second-hand (used) products.
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