FAQ

General

Where are SoulFactoryDoll products made?

All SoulFactoryDoll products are handcrafted by skilled artisans in Japan and all over the world.

 

What is SoulFactoryDoll’s philosophy?

At Soul Factory Doll, we believe we believe that dolls and figures are more than collectibles— vessels of memory, culture, and the tender touch of human hands.
In the rush of modern life, we hope our creations offer you a quiet moment of calm, joy, and reflection.
Whether it’s the delicate curve of a sculpted eyelid or the silky shine of the finest hair fibers from around the world, each detail invites you to reconnect with your inner self.

 

Products

 

Does the product require any special care?
Care instructions vary depending on the product. For example, the face-up of a custom doll should be kept in a dry place away from direct sunlight.
For detailed care guidelines, please refer to the product-specific care instructions provided on each item's page.

 

What if a handmade product becomes damaged over time?
Depending on the product, some items may not be repairable. For dolls with face-up damage, restoration is available for an additional fee based on the extent of the wear. For porcelain dolls, damaged parts can be re-customized, also subject to applicable fees.
Please refer to each product page for detailed information.

 

Order and Shipping

Can I cancel or change my order?

Cancellations or changes are possible before your order is shipped. Please contact customer support.

Where do you ship to?

SoulFactoryDoll ships to Japan and to select international destinations.

 

How long does shipping take?

Domestic Shipping (Japan)
Items such as doll wigs and brushes (please refer to each product page for details) are shipped within 3 business days.

Doll Furniture (International Shipping)
Most doll furniture is shipped from overseas. Packing and dispatch generally take 7–15 days. In case of unexpected events such as war, pandemics, or other disruptions, delivery may be delayed.

Pre-Order and Custom Items
Pre-order and custom-made products (e.g., doll clothing and some furniture) require a waiting period of 1–2 months before delivery.

Important Notes
All delivery times listed above are estimates under normal circumstances. Actual delivery times may vary depending on specific situations. We appreciate your understanding and patience.

 

Returns and Exchanges

Can I return a product?

Yes, unused products can be returned within 14 days from the dispatch date. Please see our return policy for details.
Please note that all returned items must be in new and unused condition, with all original tags and labels attached.

 

What if my product arrives damaged?

If your product is damaged, please contact customer support within 7 days of delivery.

 

Can I exchange a product?

Yes, exchanges are possible if the product is in stock. Please contact customer support.
As a reminder, you can return any new, undamaged items within 7days of delivery but the shipping fees are not eligible for refund.

 

Customer Support

How can I contact customer support?

You can reach us via the contact form or email.

Gift and Promotion

Are SoulFactoryDoll products suitable as gifts?

Absolutely! SoulFactoryDoll products make thoughtful gifts.

 

Where can I enter a discount code?

You can enter your discount code during checkout in the designated field