FAQ — Frequently Asked Questions

Frequently Asked Questions

About WeLo Doll Products

What materials are WeLo Doll products made from?

WeLo Doll offers two material options: medical-grade platinum silicone and phthalate-free TPE (thermoplastic elastomer). Both materials are skin-safe, hypoallergenic, and certified for adult companion products. Silicone offers superior durability and heat resistance, while TPE provides a softer, more realistic skin texture.

How are the dolls constructed internally?

Every WeLo Doll features a stainless steel alloy articulated skeleton with 28+ movable joints. The skeleton allows natural posing including standing, sitting, and lying positions. Joint tension is adjustable, and each joint undergoes a 47-point quality inspection before assembly.

Can I customize my doll?

Yes. WeLo Doll offers customization options including body height (148cm to 168cm range), bust size (standard or large bust variants), skin tone, eye color, hair style and color, makeup style, and nail color. Contact our support team for custom order inquiries.

What is the weight range of WeLo Doll products?

Our dolls range from approximately 27kg to 36kg depending on the model and configuration. Specific weight information for each model can be found on the individual product page under the Specifications tab.

How long does a WeLo Doll last with proper care?

With proper care and maintenance, a WeLo Doll can last 5+ years. Silicone models typically have longer lifespans than TPE. Following the care instructions——regular cleaning, proper storage, avoiding excessive stress on joints——significantly extends product life.

Ordering & Shipping

Do you ship internationally?

Yes. WeLo Doll ships worldwide with discreet packaging. Major destinations include the United States, Canada, United Kingdom, European Union countries, Australia, and Japan. Shipping times vary by region——typically 5-10 business days for US/EU orders, 10-15 business days for other regions.

Is the packaging discreet?

Absolutely. All orders ship in plain brown boxes with no branding, logos, or product descriptions visible on the exterior. The shipping label shows only the carrier information and a generic return address. Your privacy is our priority.

What shipping carriers do you use?

We partner with major carriers including FedEx, DHL, and UPS for international shipments. The specific carrier is selected based on your delivery address and the fastest available route. Tracking numbers are provided for all orders.

How long does production take before shipping?

Standard production time is 7-10 business days for in-stock configurations. Custom orders may take 14-21 business days depending on the complexity of customization requests. You will receive status updates throughout the production process.

What payment methods do you accept?

We accept major credit cards (Visa, MasterCard, American Express), PayPal, and bank wire transfers. All transactions are processed through secure, encrypted payment gateways. Your payment information is never stored on our servers.

Returns & Warranty

What is your return policy?

Due to the intimate nature of our products, returns are accepted only for manufacturing defects or damage during shipping. If your doll arrives damaged or with a manufacturing defect, please contact us within 48 hours of delivery with photo documentation. We will arrange a replacement or repair.

Is there a warranty?

Yes. WeLo Doll provides a 12-month warranty covering manufacturing defects in the skeleton and material integrity. The warranty does not cover damage from improper use, inadequate care, or normal wear and tear. Extended warranty options are available.

What if my doll arrives damaged?

If your doll arrives with shipping damage, photograph the damage and the packaging immediately. Contact our support team at service@welodoll.com within 48 hours. We will initiate a claim with the carrier and arrange a replacement or repair at no cost to you.

Can I cancel my order?

Orders can be canceled within 24 hours of placement for a full refund. After 24 hours, cancellations may be subject to a restocking fee depending on whether production has begun. Custom orders that have entered production cannot be canceled.

Care & Maintenance

How do I clean my doll?

Clean your doll after each use with warm water and mild antibacterial soap. For silicone models, you may also use a diluted isopropyl alcohol solution. Always pat dry with a soft, lint-free cloth. Never use harsh chemicals, bleach, or abrasive cleaners. Detailed cleaning instructions are available on each product page under the Care Guide tab.

How should I store my doll?

Store your doll in a cool, dry place away from direct sunlight. The ideal storage position is lying flat on a soft surface with limbs in a neutral position. Avoid storing in positions that stress the joints. Use the included storage bag or a soft fabric cover to protect from dust.

Can I use oil-based products on my doll?

For TPE dolls, use only water-based lubricants. Oil-based products can damage TPE material. Silicone dolls are compatible with both water-based and certain silicone-compatible products. Always test any new product on a small, inconspicuous area first.

How do I repair minor damage?

Minor surface scratches or tears in TPE can often be repaired using a TPE repair kit (available from us). Silicone repairs require professional service. For significant damage, contact our support team for repair or replacement options.