Thank you for choosing a new companion from specialsale. Our utmost wish is for you and your loved ones to be completely enchanted with your new plush treasure. If, for any reason, the experience falls short of this promise, you may initiate a return for eligible items within 30 days of delivery for a refund to your original payment method, store credit, or an exchange, guided by the terms outlined below.

Our Return Promise
To ensure a fair and smooth process for all our collectors, an item must meet the following conditions to be eligible for a return:

  • The plush doll must be unplayed with, unstained, and in its original, pristine condition.
  • All original tags, certificates of authenticity, packaging (including any presentation boxes, dust bags, or protective wrapping), and accompanying accessories must be present and undamaged.
  • The return process must be started within 30 days of the date your package was marked as delivered by the carrier.

Items We Cannot Accept for Return
To preserve the uniqueness and integrity of our collection, we cannot accept returns for:

  • Any doll that has been customized or personalized at your request.
  • Items purchased during a “Final Sale,” “Last Chance,” or special promotion explicitly marked as non-returnable.
  • Any item showing signs of play, wear, damage, alterations, or lacking its original packaging.

Initiating Your Return – A Simple Process

  1. Reach Out to Us: Please email our dedicated Care Team at Xyd983214@163.com with your order number and the reason for your return. Sharing a few clear photos of the item in its current state helps us assist you promptly.
  2. Receive Authorization: If your return qualifies, we will email you a Return Authorization (RA) number and specific instructions for your shipment. Please do not send your return without this RA number, as we cannot process unauthorized packages.
  3. Ship the Item Back: Securely pack the doll, ideally in its original packaging with all tags and accessories included. Please write your RA number on a slip of paper placed inside the box. We strongly recommend using a trackable and insured shipping service, as specialsale is not liable for return packages that are lost or damaged in transit.

Refunds & Credits

  • Upon receiving your return, we will inspect it and notify you of its status via email.
  • Once approved, your refund will be processed to your original payment method within 5-10 business days.
  • The original cost of shipping is non-refundable. Return shipping costs are the responsibility of the customer, unless the return is due to an error on our part (e.g., we shipped a defective or incorrect item).

Exchanges

  • We gladly arrange exchanges at no extra cost if you received a defective doll or an incorrect item. Please contact us at Xyd983214@163.com with your order details and supporting photos.
  • For exchanges due to a simple change of preference, we recommend processing a return for a refund and placing a separate order for your desired doll. This ensures you secure the current availability while your refund is being processed.

Where & How to Ship Returns
The customer is responsible for return shipping costs and ensuring the package is securely sent. All authorized returns must be shipped to the following address only after you have received your RA number:

specialsale Returns
Xinye County Fengfan Internet Co., Ltd.
Room 2302, Unit 4, Dengdu Building,
100 Meters Northeast of the Intersection of Zhongjing Road and Beijing Avenue,
Huazhou Subdistrict, Dengzhou City, Henan Province, China

Final Sale & Custom Creations
All items marked “Final Sale” and any custom-made or personalized plush dolls are considered final purchases, reflecting their unique nature, and cannot be returned, refunded, or exchanged.

Damaged, Defective, or Incorrect Items
Every specialsale doll is carefully prepared for its journey to you. Should you receive an item that is damaged, defective, or not what you ordered, please contact us within 7 days of delivery at Xyd983214@163.com. Include your order number and clear photos/videos showing the issue. We will swiftly work with you to resolve it, which may include providing a prepaid return label and issuing a full refund or replacement.

We’re Here to Help
For any questions regarding our Return Policy, please don’t hesitate to contact us:

  • Email: Xyd983214@163.com
  • Phone: +86 13193814216
  • Company: Xinye County Fengfan Internet Co., Ltd.
  • Returns Address: As authorized and provided above.
  • Website: shop.specialsale.shop