At Mk Reborns, we devote ourselves to creating high-quality reborn dolls, each thoughtfully crafted to be distinctive, expressive, and exceptionally lifelike. Should your purchase not meet expectations, we kindly invite you to contact our customer care team at [email protected] without delay. Each request is assessed individually, and appropriate resolutions are provided based on the specific circumstances involved.

Order Cancellation

Following order placement, preparation or dispatch of your reborn doll may commence promptly. Once an order has been shipped, cancellation is no longer possible.

If your order has not yet entered the shipping stage, you may submit a cancellation request within 24 hours of purchase. Customers must complete a formal cancellation request form. Our support team will guide you through the process from start to finish.

Cancellation Refund Schedule

  • ✅ Within 12 hours (prior to shipment): A 10% processing deduction applies, covering banking and online payment transaction fees.
  • ✅ Within 24 hours: 85% of the order value will be refunded.
  • ✅ Within 48 hours: 70% of the order value will be refunded.
  • ❌ After shipment: Cancellations are not accepted.

Important Notice:
The refund is expected to arrive in 10-20 business days, depending on the bank’s processing time. Only cancellation requests submitted within 24 hours of purchase and explicitly approved by our support team will be considered valid.

Order Amendments

We strongly encourage customers to carefully verify all doll specifications before completing their purchase.

  • ✅ Within 12 hours of ordering: Amendments may be requested for a one-time modification fee of USD $19.
    To proceed, please submit a request via our Contact Us form.
  • ❌ After 12 hours: Orders are generally packaged and queued for shipment, rendering further changes impossible.

Missing Items in an Order

Due to logistical and packaging considerations, certain orders may be dispatched in multiple consignments.
For instance, a reborn doll and accompanying accessories may be shipped separately and arrive at different times.

If collection from a postal facility is required, please ensure you have all applicable tracking numbers. Should any uncertainty arise, our support team remains available to assist.

Returns & Refund Eligibility

We uphold rigorous quality standards. Returns or replacements are permitted only under the following conditions:

Acceptable Circumstances

  • ✅ Damage incurred prior to use or during transit
  • ✅ Incorrect item received:
    If the delivered doll does not correspond with your order, please submit a clear unboxing video displaying:
    • The doll
    • The head
    • The shipping label
    • The outer packaging
      Upon verification, a replacement will be arranged.
  • ✅ Lost shipment:
    In the event of loss during transit, please file a claim with the carrier and notify us promptly.
    Most parcels require an adult signature upon delivery; diligent tracking is advised.
  • ✅ Manufacturing or quality concerns:
    If any defects are identified upon first opening the package, please initiate the return process within 12 hours of delivery.
    Photographic or video evidence of the unopened package and unboxing process is required when submitting a product issue report.

Non-Returnable & Non-Refundable Situations

  • ❌ The reborn doll has been used or handled beyond inspection.
  • ❌ Issues are not reported within 12 hours of receipt, accompanied by clear visual evidence.
  • ❌ Dissatisfaction after use. Reborn dolls are considered personal items and cannot be resold after use.
  • ❌ Requests made after the package has been opened, unless approved due to verified quality defects.
  • ❌ Delivery failures resulting from customer-provided errors, including incorrect or incomplete shipping addresses.
  • ❌ Delivery disruptions caused by factors beyond our control, such as customs clearance failure or natural disasters.

Please Be Aware:
All Mk Reborns dolls are handcrafted works of art. Minor characteristics such as faint seam lines or subtle color variations are inherent to the handmade process and are not considered defects.
If you observe any minor irregularities, we encourage you to reach out—our team is always willing to assist.

Return Shipping Responsibility

  • If a return is initiated for customer-related reasons, the customer must cover the return shipping costs, which vary by carrier.
  • If the return is due to our responsibility (damaged or incorrect item), Mk Reborns will assume all associated return shipping costs.

Need Further Assistance?

Should you require additional support or clarification, please contact us at:
📧 [email protected]

Our customer service team aims to respond to all inquiries within 24 hours.