Welcoming your reborn doll home

When your parcel is on its way

As soon as your order is dispatched we email you the courier name and tracking number, so you can follow your parcel and plan to be home. If a delivery date matters, keep an eye on the tracking updates and contact the courier to rearrange if needed.

Unboxing with care

Open the box on a clear, soft surface such as a bed or a blanket on the floor. Avoid using a sharp knife near the contents; carefully lift away the packaging and support the head and body as you lift the doll out.

Keep the original packaging for a little while in case you need to return or store the doll.

Check everything has arrived

Compare the contents with your order confirmation email, and look over the doll in good light. If anything is damaged, incorrect or missing, take a few photographs and email support@lolasdolls.com with your order number so we can help.

A first look at the details

Take a moment to get to know your doll: the expression, the tiny creases in the fingers and toes, the hair and eyelashes. Handle these areas gently, and avoid touching painted details with rough or dirty hands.

Creating a comfortable spot

Choose a place for your doll away from direct sunlight, radiators and damp. A basket, crib or display shelf lined with a light, colourfast blanket works well. Keep your doll away from pets and small children unless the model’s guidance says otherwise.

Settling into a care routine

Silicone collects dust and lint over time. Use only the cleaning method described in the doll’s care instructions, particularly around hair and painted details. Our care guide covers handling, cleaning and storage in more detail.

We are here to help

Whether you have a question about care, clothing or anything else, email support@lolasdolls.com. We love hearing how our dolls settle into their new homes.

Prepare before you open the box

Clear enough space to lay out the packaging and contents without balancing anything on the edge of a table. Have your order confirmation nearby, and move drinks, sharp tools and strongly coloured fabrics away from the area. Keep small packaging pieces out of reach of children and pets.

Take your first look in even daylight. Compare the doll name and chosen options with your confirmation, and check the included items before setting wrapping aside. Photograph any issue clearly without trying to repair it yourself.

Keep the important details together

Save the order number, care instructions and dispatch email somewhere easy to find. If you contact support, include the doll name and a brief description of your question. For a visible issue, a clear overall photograph and a closer view can help us understand what you are seeing without repeated handling.