There are two time limits, and they are different. For shipping damage, contact us within 48 hours of delivery. For a warranty fault, contact us in writing within 7 days of the fault appearing. Both need photos or video, and both go to support@siliconeangels.com with your order number.
Here is how to do it in one message instead of four.
Which one is it?
| Situation | Time limit | What to do |
|---|---|---|
| She was damaged when she arrived | 48 hours from delivery | Shipping damage claim |
| A fault appeared later, without any accident | 7 days from when you noticed it | Warranty claim |
| She doesn't match what you ordered | Any time | Just tell us. It should have been caught in the approval photos. |
| You dropped her, snagged her, or bent a joint too far | Not applicable | This is not covered by the warranty. See your repair options, or ask us for a quote. |
| Wear after long use | Not applicable | This is not a defect. Learn what ages and how. |
If you really can't tell which one it is, send it anyway. Working that out is our job, not yours, and a message sent within the time limit is better than a perfect message sent too late.
What to send
Putting everything in one message saves several days.
- Your order number.
- What's wrong, in plain words. One or two sentences is enough.
- When you first noticed it, and what was happening at the time. If something happened, please be honest about it. It doesn't automatically cancel your claim, and it helps us find the cause.
- Photos, as described below.
- A video if the fault comes and goes. This is essential for electrical options, which often work fine while you are watching.
How to photograph a fault
The biggest reason claims take longer is photos we can't use to judge the problem.
Take three photos of the same fault:
- Wide: the whole area, so we can see where it is on her body
- Medium: the area around it, from about arm's length
- Close up: the fault itself, in focus
Light it from the side, not from the front. A flash pointed straight at it flattens everything and hides exactly what we need to see. Light that comes across the surface casts a shadow into a tear or a seam and makes it easy to see. Daylight from a window works well.
Show the size. A coin or a fingertip next to the fault tells us more than any description of its size.
Don't clean it first. Photograph it exactly as it is.
What happens next
- We confirm we have your claim and tell you if we need anything else.
- We look into it. Sometimes we check with the manufacturer, which can take longer.
- We tell you the outcome and explain the reason for it.
- We repair it, replace it, send a part, or decline the claim with an explanation that you can challenge.
What's covered
Your doll is covered for six months and her electrical components for five months. This covers manufacturing defects, seams that separate without any accident, joints that never held, options that stop working within that time, and anything that doesn't match your order.
You also have whatever rights your own consumer law gives you. In the EU and UK this is a legal right to goods that match what you bought, and in most US states it is an implied warranty. These rights exist separately from our warranty, and we do not try to reduce them. Our warranty is an extra promise and is usually the faster route. See the rules for each country.
What isn't covered
Accidental damage · wear · pressure marks from storage · dye transfer · misuse · failed home repairs, for the area that was repaired. See the full list.
This doesn't mean we won't help. Even if a repair isn't covered, we can often give you a quote or talk you through it. The repair guide explains what you can fix at home.
If you disagree with our decision
Tell us. Reply and explain why. Quite a few of our decisions change after a customer explains something we misread in a photo. If we still can't agree, you keep every right your local consumer law gives you. See Company details.
Common questions
What if I miss the 48-hour limit for shipping damage?
Tell us anyway. The time limit exists to tell shipping damage apart from later wear, so a late report is harder to judge. Still, late is much better than never.
Do I need the original packaging?
Keep it until you are sure everything is right. You will want it if anything has to be sent back.
Will I have to send her back?
Usually not. Most problems are solved with photos, a part or some advice.
Does trying a home repair cancel my claim?
It can make a claim on that area harder. That is exactly why you should ask us first.
What if the warranty has ended?
Email us anyway. We still answer questions from owners whose warranty ended years ago. Answering questions was never something only the warranty covered.