Refund and Returns Policy

Refunds

REFUNDS WITHIN 24 HOURS OF PAYMENT

Refunds for any reason, within 24 hours of payment will incur a 5% fee.

This is because we are charged a 5% payment processing fee from our payment gateway, which is non-refundable.

This means that any order which is cancelled, automatically costs us 5% of the order total and is non-refundable in the event of a cancellation.

So please be aware that order cancellations before 24 hours have passed, for whatever reason, will incur a 5% fee and you will be refunded 95% of the order value to the original payment method.

REFUNDS WITHIN 48 HOURS OF PAYMENT

All dolls are custom made to order and immediately sent for processing as soon as payment is received.

In stock dolls are dispatched immediately, therefore, picking and packing and courier fees are automatically incurred.

For this reason all customers are allowed only 48 hours in which it would be possible to cancel an order subject to a 10% cancellation fee with the addition of the non-refundable 5% payment processing fee mentioned above.

This means that any cancellation within 48 hours of payment will incur a 15% fee. This means that you will only be entitled to a 85% refund of your original order value.

REFUNDS AFTER 48 HOURS OF PAYMENT

Once 48 hours have passed it is then no longer possible to cancel any order, as the doll will be well into production or on it’s way to you and so high costs have already been incurred.

If you still wish to cancel your order, the maximum amount that can be refunded will be 25% of your order value.

Once your approval images have been sent to you, there is absolutely nothing we can do and you will not be entitled to any refund.

REFUNDS AFTER YOUR ORDER HAS ARRIVED

Due to the nature of the product; with strict hygiene laws and pre-customization on most orders we will not be able to refund or allow a return for any reason, with the below exception:

The only exception to this is when a product is damaged on arrival. We will need images of the damage to assess the claim before we decide if it has in-fact been damaged during transit.

All dolls are custom made to order and immediately sent for processing as soon as payment is received, for this reason all customers are allowed only 24 hours in-which it would be possible to cancel an order subject to a 10% cancellation fee. Once 24 hours have passed it is then no longer possible to cancel any order as the doll will be well into production and high costs will be incurred.

We do not offer refunds for any other reason other than a product damaged on arrival. We will need images of the damage to assess the claim before we decide if it has in-fact been damaged during transit.

Damage and/or imperfections upon arrival – Guarantee Terms

For the guarantee to be valid, any discrepancies found with you items must be reported to us within 24 hours after receiving your doll. Contact us, or email support at hello@covertlove.com

We take all claims extremely seriously and so you are required to provide supporting evidence each detail mentioned in your claim.

You are also required to provide high quality photo and/or video evidence of the entire box in which your item has arrived, from all angles. This will also include any photo evidence provided by the courier at the time of delivery. If we are not able to obtain this from the courier, then you are required to provide the couriers photo evidence, as the legal recipient.