Stay away of them
The most unreliable, hypocritical and customer-unfriendly company when it comes to sex dolls I have ever dealt with. And I have dealt with many. They send me a doll with incorrect features and many skin cracks, but the worst thing is that I received a completely damaged package - broken, wet, dirty and completely unsealed on one side (everyone could easily see what was inside). Can you imagine my embarrassment, considering the most intimate nature of the package? Any professional company that has at least basic respect for the customer would immediately refund the full amount for such an incident! I send them detailed photos, which I of course took, demanding appropriate compensation. It took weeks before they accepted my complaint, but in order to give me my money back, they insisted that I send the thing back all the way from Europe to China! Can you imagine a private person arranging for the transport of a large package to the end of the world, with all the bureaucracy, taxes, high shipping costs, etc.? I asked them to help me with this whole mess with shipping or at least give me details on who to contact to send the package back. Instead of giving me step by step instructions on how to recreate the same shipping path, they just gave me vague and ridiculous "tips" on how to contact the big shipping companies (UPS, FedEx, etc.) and that's it. Of course, I checked with them, but even the cheapest shipping options are incredibly expensive and XnDoll refuses to cover them - I told them to take it as a form of compensation for my terrible experience, but instead they suggested looking for "sea shipping". Oh yes, "sea shipping" - FedEx informed me that it is possible, but it will cost even more than standard air shipping. FedEx, UPS and others are adamant that the company that accepts the complaint is OBLIGED to arrange the return shipment (if they insist) and it is up to them to prepare the proper label and all the paperwork for customs clearance. But no, XnDoll has been making fun of me for 4 months, constantly talking about "their policy" and how they "understand my frustration" and having this kind of banal dialogue but are not willing to provide any real help in resolving this issue. They are blatant liers, as they stated in the first place: "I’m more than happy to assist you with the return procedure at no extra cost. We can coordinate a solution where the return shipping and customs fees are covered by us, ensuring you don't bear any financial burden in this regard.", but when the time came to any real action, they chose to weasel of their declarations and responsibilities.
EDIT to the company's response:
I am not a detective to determine when, where and in what circumstances the package you send to me was damaged. Until the final delivery to your customer, the responsibility of the package integrity stays on you as a seller.
I have send to you the detailed photos of all the damage (the condition of both a parcel and a doll). You did not offer me any reasonable method of return (see above) and you have refused to cover a full refund of a return shipping costs regarding the only real available to me methods of shipping.
Instead of reflection and apology, you are sinking yourself even further with your unprofessional attitude.
Reply from xndoll.com
This is a false accusation. The damage to the package was not caused by XN DOLL Store. We instructed the customer to take photos of the damage and send them to us so we could contact the carrier for compensation. We also offered a return or exchange service. The customer refused our request and demanded a direct refund. How is that possible? Our retail prices are high, and we bear the cost of logistics and shipping. We promised to cover the return shipping only if the package was returned to us. Since we ship globally, and cannot process returns locally. Hence, we require customers to mail the item back at their own expense, which we will reimburse. Having sold dolls for years, we would never intentionally ship damaged products, nor could the packaging be torn. This issue clearly arose during transit. We can only cover the return shipping cost—a reasonable expectation—and there is absolutely no deception involved!