This FAQ groups together the answers to the questions that most often come up before and after an order. Deadlines, carriers, return conditions and promotions may change: when you place an order, the information displayed on SoldDolls in the cart, in your account and in the delivery, returns and general conditions pages are always those to be taken into account.
Delivery Questions
Where is my package shipped from?
The origin of the shipment may depend on the product, its stock and the available delivery method. Consult the product sheet and the information displayed during the order to know the conditions applicable to the chosen item. Avoid relying on an old FAQ or a specified time frame several months before.
Is the packaging discreet?
Intimate products require special attention to privacy. Check the discrete delivery statement displayed at the time of your purchase. The outer packaging should not unnecessarily reveal the nature of the product; However, the information essential for transport remains present on the label of the package.
When will I receive my package?
The time depends on the stock, the destination and the carrier. The estimate given when placing the order is the most relevant reference. An announced date remains an estimate as long as the carrier has not covered the package.
If a reference becomes temporarily unavailable or a supplier is experiencing a delay, shipping may take longer. In this case, check the status of the order and the messages received on the email address used during the purchase.
How do I track my order?
When a tracking is available, the tracking number is usually communicated after shipping.
If the status is no longer changing for an abnormally long period, contact support with your order number.
Can I be delivered elsewhere than at my home?
The possibilities depend on the carrier and the destination. When delivery to a relay point, in setpoint or to another address is offered at the time of payment, select this option directly. Do not specify a random relay point address if the carrier does not officially offer this service for your package.
Questions about orders and payment
What appears on my bank statement?
The exact wording depends on the payment provider used. Before finalizing the purchase, see the payment and privacy information displayed on SoldDolls.The contact details of a product do not normally appear as a detailed item description on a bank statement, but the merchant wording may vary depending on the payment method.
What does a «Pending» or «In Preparation» mean?
This generally means that the order has been registered but has not yet been given to the carrier. Payment may be being validated, the package may be in preparation or an item can wait for a stock update.
A status that remains unchanged for a long time deserves verification from your account or from the support. Do not immediately place a second identical order without checking the first, at the risk of obtaining two commands.
Why did I receive an incomplete order?
An order for multiple items can sometimes be shipped in multiple parcels. Start by checking the shipping email and tracking numbers: they can indicate multiple separate shipments.
If the delivery note indicates that a product should be present but is really missing in the package, quickly take a photo of the contents and packaging and contact customer service with the order number.
Can I cancel an order?
A cancellation is usually simpler before the logistical preparation begins. Use the options available in your account or contact support as soon as possible. Once the package is prepared or shipped, immediate cancellation may no longer be technically possible; The applicable return procedure then takes over.
Returns and Refunds
Can I return a sex toy?
Intimate products are subject to special hygiene rules. The right of return may in particular depend on the condition of the seal, the opening of the packaging and the possible existence of a defect. So do not assume that an open intimate product can be turned over like a classic garment.
Before any shipment, consult the SoldDolls Return Policy in effect and request a return authorization or procedure if necessary.
What if the product is defective?
Stop using it and document the problem with photos or a short video if it can be done without exposing intimate content. Communicate the order number, product name and clear description of the defect.
When is the refund visible?
The time depends on when the return is received and checked, then the means of payment used. Once the refund has been triggered by the merchant, the bank or payment provider may still need several days to display it.
Keep the tracking number of the return until the refund appears. If it is indicated that the return has been delivered but no updates appear after a reasonable time, contact support with this proof of delivery.
Discount codes and promotions
How to use a promo code?
When the shop offers a «promo code» or «coupon» field, enter the code before finalizing the payment then check that the discount actually appears in the total. Do not validate the order if you were expecting a discount that is not displayed.
Why is my code not working?
Several reasons are possible: expiry date, minimum amount, excluded product, non-cumulative promotion or code limited to certain customers. Read the conditions associated with the offer. An old code found on a blog post or third-party site may simply no longer be active.
Is there a first order discount?
Commercial offers change.
This FAQ is intended to quickly resolve common situations without freezing deadlines or policies that could change. For a specific order, always use the information related to this order and the SoldDolls conditions in force at the time of purchase.
Frequently Asked Questions about SoldDolls Delivery and Orders
Is SoldDolls delivery discreet?
Privacy is taken into account for intimate products. The outer packaging should not unnecessarily describe the contents; The information necessary for transport remains present on the label.
Does SoldDolls deliver outside France?
The available destinations depend on the product, stock and carriers offered. The actual availability for your country is the one displayed when ordering.
Are there any customs fees or import taxes?
They may depend on the country of destination, the place of shipment and the local rules. Check the information displayed at payment as well as the import rules applicable to your country.
Can I change my delivery address after the order?
Contact support as soon as possible. A change is sometimes possible before preparation or delivery to the carrier, but it becomes much more difficult after shipment.
What if the tracking says delivered but I haven't received anything?
First check the address, any instructions, the neighborhood or the deposit point indicated by the carrier. If the package remains untraceable, quickly contact the carrier then SoldDolls with the order number and tracking.
What to do if the package arrives damaged?
Photograph the packaging and product upon receipt, keep the useful items and contact customer service with your order number so that the situation can be examined.
Is payment on SoldDolls secure?
Use only the means of payment offered directly on the site at the time of the order. Never pass your payment information by message or to a third party who is presenting as an intermediary.
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