Customer Care

On this page you can find everything you need to know about the buying / shipping / return process and the most frequently asked questions.

FAQ

1. How can I return an item?
Please fill out the delivery note and return it to the address stated on the leaflet shipped with your order.

2. Whats the address for returns?
Please send your items to the following address: Blank Surf GmbH, Thaerstrasse 23, 10249 Berlin, Germany. Please dont forget to add the delivery note (or if thrown away a paper with your order number). Otherwise we cannot assign your return to your order.

3. Do I have to pay for return shipping myself?
Yes, unfortunately we cannot pay the delivery costs for returned items. Only huge companies like Amazon can offer this. Still need a few years to catch up with them I guess...

4. I have ordered the wrong size. How can I exchange to the correct size?
Please return your item(s), add the delivery note, state that the size does not fit and send it to the address stated on the paper. We will refund your money when the parcel arrives at our office and you can make another order with the correct size.

5. How long does it take to ship my order?
If your product is in stock we usually ship within 24h from the placement of your order. When we have a discount week and therefore a high order volume, shipping can take a little longer. If your product is a pre-order item, please allow us between one and three weeks to manufacture and ship your order. We always send notifications when orders leave our facility so please also check your spam folders and refrain from asking about updates manually. Every unnecessary support email answered occupies one team member for a few minutes, preventing them from manufacturing your items.

6. I have ordered a week ago but still haven't received a shipping email. Why?
Please check if you ordered a pre-order item. Pre-order items are not in stock and need to be manufactured for every customer individually, which takes between one and three weeks. If you have ordered more than one item it might not have been shipped due to one or more items being a pre-order item. If you only ordered in stock item(s) please feel free to click the WhatsApp button and chat with us or write to support@internetxdoll.com so we can update you about the status.

Customer Service links

Returns: https://internetxdoll.com/pages/returns

Sizing: https://internetxdoll.com/pages/sizing

Shipping and pre-order: https://internetxdoll.com/pages/shipping

Policies

Refund policy: https://internetxdoll.com/policies/refund-policy

Shipping policy: https://internetxdoll.com/policies/shipping-policy

Legal and About

Legal notice: https://internetxdoll.com/policies/legal-notice

About InternetXdoll: https://internetxdoll.com/pages/about