Owner Help — Care, Storage, Repair and Transport
Everything you need after your doll arrives. These guides cover care, storage, repair and moving her. They are written for owners, and they are worth reading before your order arrives.
Silicone is a forgiving material. Almost every problem can be prevented, and most of what you need to know is in the first two guides.
Your first week
- Your first 48 hours: unpacking, checking her over, and the time limit for reporting damage
- How to clean her
Cleaning and care
- Cleaning and care: the complete routine. Start here.
- Removing stains and color transfer
- Clothing that fits, and what can stain
Storage and handling
Repair
- Repairing tears, stains and joints: what you can fix at home and what you can't
- How to make a warranty claim: what to send and when
If something's wrong
Damage on arrival: take photos and send them to us within 48 hours of delivery. This time limit lets us tell damage from shipping apart from normal wear.
Warranty claims: send them in writing within 7 days of the fault appearing, with photos or video. Your doll is covered for six months and her electrical components for five months, and your own country's consumer law applies on top. See the details for your country.
Anything else: email us. We still answer questions from owners whose warranty ended years ago.