Privacy Protection

At Covertlove we value your privacy and ensure your shopping experience is 100% discreet every step of the way. All orders are shipped in plain brown boxed packaging with no visual material or information visible* whatsoever.

If you would prefer not to have your parcel delivered at your home address, you can select DPD as the delivery method, when your parcel is dispatched you will receive a notification via text message & email where you will have the opportunity to divert your delivery to a local shop.

If you have any questions on privacy, please feel free to get in touch at hello@covertlove.com

• International shipping: please note due to customs declaration requirements, orders shipped internationally may contain a label listing the product(s) name(s) and monetary import value.

Free worldwide shipping

In some countries/regions such as Canada, Australia, New Zealand, etc., some European and South American import duties may be required upon delivery. We have nothing to do with this, some countries/regions require it, usually ranging from $120 to $200 depending on the doll. The buyer is responsible for import taxes and fees.

Instead of shipping to your location, we can ship to a FedEx store or DHL for you to pick up. Just let us know after placing your order and we will change the shipping address.

Due to import laws and regulations and certain restrictions, we do not ship to the following destinations: Islamic countries, Thailand, Malaysia, India, Indonesia, Africa, United Arab Emirates (UAE), Singapore, Brazil or Mexico.

Before shipment

The quality inspector will carefully check every detail of the doll and we will take photos for you before shipping. Please double check to make sure your shipping and email addresses are correct. And make sure our emails do not go into your spam folder.

Packaging

We care about your feelings. All dolls are delivered 100% individually wrapped. We pack our dolls in cardboard boxes and protect the privacy of your package. The contents will be marked as “mannequin” on the customs declaration. In some countries, the box may be opened at customs to determine taxes and fees on imported products.

Delivery

We use UPS and FedEx for all deliveries worldwide.
When you receive your tracking number, you can contact the courier to arrange a suitable delivery date.
You will receive a tracking number 3-4 days after shipment so you can follow the journey. It will also be synchronized with your account.
For UPS, you can add My Choice (free) to schedule a delivery date that works for you.

Delivery Time

For dolls that are in stock, it usually takes 2-6 business days to ship. This is because we need to do a detailed inspection before shipping to make sure the product is perfect and undamaged, of course, there may be exceptions to the shipping time, such as; early shipping.

For customized dolls, it usually takes 1-2 weeks from the date of order to manufacture your doll. Once manufacturing is complete, we will confirm the details of the doll to be shipped with the buyer via email. There are two ways to ship a customized order.
One：by sea or rail, which usually takes about 30 days to the US and 45 days to Europe.
Two：by air, average time is 5-8 days. (Shipments typically take 5-8 days to the U.S.)

Before sending the package, you can contact us to take factory photos if needed. We will ship the package after the user confirms the approval. Package tracking number will be provided within 1-2 business days after receiving approval. The clothes in the pictures are not included in the package.

We aim to ship all products as soon as possible so that you can enjoy your new doll. However, please note that even if your doll is pre-configured, it will take some time to complete your order.

Post-Delivery Guide

Tracking Information:
After shipment, you will receive tracking information via email or text message. It is critical to closely monitor tracking updates to ensure that you receive your package in a timely manner and that any delivery issues are resolved in a timely manner.

Delivery Confirmation:
Upon successful delivery, please thoroughly inspect the contents and condition of the package. If you notice any discrepancies or damages, please report them to us within 24 hours of receipt at hello@covertlove.com.

Inspection Process:
Each item must be inspected for any signs of damage when the package arrives. If there is damage to the exterior of the package, take photos or video to document the condition and file a claim with the carrier. We recommend opening each unit for inspection, even if the carton appears to be intact. If damage occurs, document it with photos or video. Occasionally, we may need your assistance in filing a claim with the carrier if the doll suffers damage during shipping.

Returns and Refunds:
For more information on our return and refund policy, please refer to the guidelines outlined on our website or contact our customer service team for assistance.

Customs Clearance:
If your package requires customs clearance (especially if you choose our service to pay VAT and import taxes in advance), it is your responsibility to ensure that you comply with local customs regulations and pay any applicable duties or taxes. Rest assured that we can provide the necessary documentation and support as required.

Transportation delays: factors affecting international deliveries

Transportation delays can occur due to a variety of factors that affect international transportation:

Weather and Natural Disasters: Inclement weather conditions such as storms, floods or earthquakes may disrupt shipping routes and cause delivery delays.
Customs inspections (Europe): Your package may be subject to customs inspections, which may result in additional delays or costs depending on the regulations in your country.
Local Holidays: Delivery schedules may be affected by local holidays, during which carriers may have shortened business hours or may not be open at all, resulting in delays in the shipment of your package.
Political Situations and Regulatory Changes: Changes in the political landscape, government regulations or trade policies may affect shipping routes, transit times or the availability of certain products in a particular region.
Unforeseen Circumstances: Unforeseen events, such as accidents, strikes, or operational problems within a transportation company, may also cause delays in the delivery process.
COVID-19 Pandemic: The ongoing COVID-19 pandemic has created new challenges for the shipping and logistics industry, including supply chain disruptions, reduced transportation capacity, and health and safety protocols that could slow down processing times.
Technical issues: Technical failures or malfunctions in transportation systems or equipment may interrupt the delivery process and cause delays.
Capacity constraints: During peak or demand seasons, carriers may experience capacity constraints that can cause delays in package processing and delivery.
Your understanding and patience through these challenges is greatly appreciated as we strive to ensure the safe and efficient delivery of your favorite dolls. Rest assured that we are committed to providing you with the best possible service and support throughout the shipping process.