Frequently Asked Questions

Payment

Ordering and delivery

After-Sales Service

What payment methods do you accept?

We accept the following credit cards: MasterCard, Visa, American Express, and Discover. We also offer PayPal as a payment option, primarily available during the first half of each month. If you don’t see PayPal listed at checkout and prefer to use it, please contact us to enable this option for your purchase.

Do you accept layaway? If so, how does it work?

Yes, we provide a layaway option for our products, mostly pre-order products. A deposit is required at the time of your pre-order, and the remaining balance is due when your order is complete and ready for shipment. We’ll send an email notification with the balance due date once your order is ready. For more information, feel free to contact us.

Can I set up a layaway plan for products with a full payment option?

Yes, if a product is listed as full payment only but you’d prefer a layaway plan, please contact us. We’re happy to discuss a custom layaway arrangement to meet your needs.

Is my deposit refundable if I cancel my pre-order?

Deposits are refundable if you cancel your pre-order during the pre-order period. However, once the pre-order period has closed and production begins, deposits become non-refundable, as they secure your item in our production queue. If you need to cancel your order, please contact us as soon as possible, and we’ll assist you based on the timing of your request.

What if I don’t have enough funds to make the balance payment when I receive the email notification?

If you’re unable to pay the balance by the due date, don’t worry—you’ll find information about requesting a short extension in the email notification we send out. Just reach out to us to arrange this extension, which will not result in order cancellation but will delay your shipment. Please note, however, that if we don’t hear back from you (i.e., no response or “ghosting”), your order may be canceled, and the deposit forfeited.

How long does it take to process a refund?

We aim to process refunds within three business days of resolving your case. However, please be aware that banks may take additional time to return the funds to your account. We recommend allowing up to seven business days after your refund request before reaching out for further updates. Once your refund is processed, we’ll notify you by email.

Are the products you sell legit?

Absolutely! All the products we offer are 100% original, designed and produced by MdollSchool. We take pride in our craftsmanship and ensure that every item is made with high-quality materials. Our products, including BJD heads and bodies, are exclusively available through our official store and authorized partners.

 

We are firmly against recasting and unauthorized reproductions. When you purchase from us, you are directly supporting the original creators and ensuring the authenticity of your doll. If you have any questions, feel free to reach out to us at service@mdollarea.shop

When will I receive my order confirmation?

Your order confirmation is automatically sent to your email address as soon as you place an order. If you haven’t received it within 24 hours, please check your spam or junk folder first, as it may have been diverted there. If you still don’t see it, feel free to reach out to us at service@mdollarea.shop to ensure there’s no issue with your order.

Why has my order been canceled?

We cancel orders in the following situations: if there’s an issue with stock availability, if you’ve requested a cancellation, or if the balance payment is made without an initial deposit for the pre-order. If we cancel your order due to a stock issue on our end, we apologize for the inconvenience and will process your full refund as quickly as possible.

How do I cancel my order?

If you need to cancel your order, please contact us as soon as possible at service@mdollarea.shop with your order details. We’ll confirm the cancellation and process any applicable refunds based on our cancellation policy. Please note that orders can only be canceled before production begins or if they haven’t been shipped yet (for ready-made stocks).

Can I alter my order?

Yes, if you need to make changes to your order, please contact us at service@mdollarea.shop as soon as possible with your order details. We’ll do our best to accommodate your request, but please note that alterations can only be made before production begins. Once an order has entered production, changes may not be possible.

How long should I expect my order to take to complete?

Order completion times depend on the product and whether it’s a pre-order item. We’ll provide the lead time at the product description page. If you have any questions about the timeline for your specific order, feel free to reach out to us at service@mdollarea.shop.

When will my order arrive?

Once your order is complete and shipped, we’ll send you an email with tracking information. Delivery times depend on your location and the shipping method chosen at checkout. For pre-order items, please note that production times vary. Feel free to contact us if you need more information about specific delivery times for your order.

What countries do you ship to?

We offer worldwide shipping! No matter where you’re located, we’re happy to ship our products to you. Please note that shipping times and costs vary by destination. If you have specific questions about shipping to your country, feel free to reach out to us at service@mdollarea.shop.

How much is shipping?

Shipping costs depend on your location, the shipping method selected, and the size and weight of your order. These costs are viewable at checkout only when you make a full or balance payment and aren’t displayed for deposit payments.

For oversized parcels—mostly defined as those with any side over 40cm—the actual shipping method may differ from the one you selected. This is due to volumetric charges applied by carriers like FedEx and DHL, which calculate fees based on the package’s dimensions and weight. We always aim to find the most cost-effective shipping option based on the shipping cost provided in each order.

Additionally, we offer free shipping on selected products over USD $300.

If you have any questions about shipping methods or rates, please contact us at service@mdollarea.shop.

Can I track my order?

Yes, you can track your order! Once your order has shipped, we’ll send you an email with a tracking number and a link to the carrier’s tracking page. This will allow you to monitor the progress of your shipment in real time. If you have any issues with tracking or need further assistance, please feel free to reach out to us at service@mdollarea.shop.

Why is the shipping method I chose different from the tracking information I received?

For parcels containing sensitive items—such as batteries, liquids, large magnets, or other regulated materials—or for oversized parcels (with any side over 40cm), we may need to use an alternative shipping method due to carrier restrictions and shipping costs. While you may have selected a specific carrier, items like these cannot always be shipped via FedEx, DHL, or similar services. In such cases, we’ll choose the best available option with a comparable service level and delivery time. If you have questions about the shipping method for your order, please contact us at service@mdollarea.shop.

Can you mark a low value on my parcel? Do I need to pay taxes and duties?

Yes, we can mark a lower value on your parcel if requested, to help minimize customs fees.

Additionally, we offer shipping methods that include customs clearance services, so you won’t need to pay for customs duties or taxes separately. If you have specific questions about customs or shipping options, please feel free to reach out to us at service@mdollarea.shop.

I’m interested in a product that’s sold out or the pre-order has ended. Is there any chance I can still get it?

Most of our products are limited editions and typically won’t be available for another pre-order once sold out. However, we’re happy to check for any cancellations or unclaimed orders that might allow you to purchase the item. If you’re interested, please reach out to us at service@mdollarea.shop, and we’ll do our best to assist you.

What should I do if I need to change my shipping address?

If you need to update your shipping address, please contact us at service@mdollarea.shop as soon as possible with your order details and the new address. If your order hasn’t shipped yet, we’ll do our best to make the change. However, once an order has been shipped, we may be unable to update the address. In such cases, we’ll work with the carrier to explore possible solutions.

Can I return or exchange an item?

Yes, we do accept returns and exchanges under certain conditions. If you’re not satisfied with your purchase, please contact us at  service@mdollarea.shop within 7 days of receiving the item to discuss your options. Be sure to include your order details and the reason for the return or exchange. Please note that items must be in their original condition, and certain products may not be eligible for return or exchange due to their nature. We’ll guide you through the process and work with you to find a solution that meets your needs.

What do I do if I lose my parcel?

If your parcel hasn’t arrived and you believe it may be lost, please contact us at service@mdollarea.shop as soon as possible. Include your order details and any tracking information you have. We’ll work with the shipping carrier to investigate and locate your parcel. In the event that the parcel is confirmed lost, we’ll discuss options for a replacement or refund. Rest assured, we’re here to assist you throughout the process.

What if I receive a defective item?

If you receive an item that appears to be defective, please contact us at service@mdollarea.shop within 7 days of receiving it. Include your order details and photos showing the defect. We’ll review your case and work with you to arrange a replacement, repair, or other suitable solution. Your satisfaction is very important to us, and we’re committed to resolving any issues with product quality.

My order has arrived, but it is damaged. What should I do?

We’re sorry to hear that your order arrived damaged! Please email us at service@mdollarea.shop within 7 days of receiving the item. Include your order details and photos of the damage, as well as pictures of the exterior packaging. This helps us assess the situation thoroughly with the carriers. We’ll work with you to arrange a replacement, repair, or other suitable solution. Your satisfaction is our priority, and we’re here to make things right!

What if I miss the delivery of my parcel?

If you miss a delivery attempt, the carrier will typically leave a notification with instructions for rescheduling or collecting your parcel. Be sure to follow these instructions promptly, as parcels may be returned to us if left unclaimed. If your parcel is returned, please contact us at service@mdollarea.shop to arrange re-shipment. Additional shipping fees may apply for returned parcels, so we recommend keeping an eye on tracking updates and carrier notifications to avoid any inconvenience.

My order has arrived, but it seems wrong / something is missing. What should I do?

If you’ve received an incorrect item or something doesn’t match your order, please contact us at service@mdollarea.shop within 7 days of receiving it. Be sure to include your order details and photos of the item(s) you received, along with the packaging. We’ll review your case promptly and work with you to correct the issue, whether that involves sending the correct item, issuing a replacement, or providing other solutions. Your satisfaction is important to us, and we’re here to help!