Ozzy

Hello Sir

We are truly sorry that your recent purchase did not meet your expectations. We appreciate your detailed feedback, and we understand your disappointment. Please allow us to explain the situation clearly, and more importantly, to take responsibility where it’s due and share with you and all future customers how we handle concerns seriously and transparently.

First and foremost, we sincerely apologize for any dissatisfaction or inconvenience caused. Your feedback is valuable to us, and we never take it lightly. Every customer experience helps us improve, and your concerns have already been shared with our quality control and customer support teams for review and reflection.

After receiving your message about the doll’s condition, we immediately requested photos to better understand the issues. You mentioned visible dirt or stains on the doll’s surface and under the skin, an area on the abdomen that appeared discolored or like peeling skin, unsightly leg seams, and fingers that seemed poorly attached.

We carefully reviewed your five submitted photos with our factory technicians. Here are the explanations for each concern:

Abdominal area: The circular area you pointed out is the doll’s belly button, designed as part of the mold and not an indication of damage or peeling.

Finger issue: The fingers are made with soft TPE material, and occasionally arrive slightly bent. However, they can be gently adjusted into the proper shape, which we explained in our reply.

Leg seams: These are a result of the molding and trimming process. We deliberately avoid over-ironing to preserve the natural skin texture. This is a common standard across the industry and typically accepted by customers.

Powder usage: You expressed concern about talcum powder, and We also recommend that you use baby powder, which is safe for the doll and you.

We want to emphasize that all dolls are inspected before shipping, and this doll was no exception. However, if the appearance or condition of the doll did not meet your expectations, even if not technically defective, that is still something we take seriously.

Although the issues described were not classified as defects by our technical team, we did not want you to feel unheard or dismissed. That’s why we offered the following compensation to demonstrate our sincerity:

A free wig as a small gift.

A 25% refund, we have made an agreement with you.

A 15% discount was already applied to your original order at the time of purchase.

We did all of this not because we were obligated to by policy, but because we genuinely care about customer satisfaction.


We understand that you've owned dolls before and know how to care for them, which makes your feedback even more meaningful. We are always looking to improve and welcome constructive criticism. While we stand by the quality of our products, we also accept that our explanations may not have fully met your expectations. For that, we apologize again.

As a team, we are committed to providing high-quality products and reliable service. If mistakes happen, we do not avoid responsibility—we address it directly and offer reasonable solutions, as we did in this case.

Thank you again for your feedback. We hope this message clarifies the situation for you and any future customers who may read this. We remain at your service and truly hope to have the opportunity to serve you better in the future.

Warm regards,
Anna