Customer service

We take product quality extremely seriously, each doll is thoroughly inspected before leaving our factory. Upon first receipt of the doll, if there is any defect or damage, please contact us immediately by sending pictures or video to our customer service representative Angela (service@tantaly.de ) and we will find the best solution for you ASAP.

Customer service time: Business days: 24 hours, weekends and holidays: 48 hours.

Cancellation of order

Customers have the right to cancel the order before shipment without giving any reason.

To exercise the right of withdrawal, customers must inform our customer service representative Angela (service@tantaly.de ) of the decision to cancel this contract by giving clear instructions.

Please note that the order cannot be cancelled once the package is shipped from our warehouse.

Return products

Customers have the right to return the products within 14 days of receipt without giving any reason.

The refund period will expire after 14 days from the day on which the Customer or a third party other than the carrier and indicated by the Customer takes possession of the goods.

If customers wish to return the products to us, customers shall return the products to our warehouse in the condition in which they were received. There is no right of return if the packaging is no longer in its original, complete, undamaged and unused condition. (Please note that for hygiene reasons, we will not accept the return of the product once the plastic bag has been opened, unless the product is defective or broken when unpacked.)

*Return time: 1-2 working days

*Return address:

Address:  C/O Ludwig-Erhard-Str.2，

28197 Bremen

* Return Cost: Customers are responsible for the direct cost of returning the items. We may withhold refund until we receive the returned products.

Please note that the customer must confirm the return process with our customer service representative.  Angela (service@tantaly.de ) before returning the package. Packages returned without confirmation from our customer service representative will not be refunded.

* Please contact us within 90 days of delivery so we can replace a defective or incorrect item. After 90 days, we will not replace or refund defective or incorrect items.

Order/Product Refund

1.If customers cancel the order, we will make a full refund for all payments received from customers, without unreasonable delay.

2.We will issue refund to customer after receiving the returned products and conducting product inspection. (Please note that we will deduct 15% of the order amount as product restocking fee)

3.If there appears to be any defect or damage to the product after receiving the product, please contact us immediately by sending pictures or videos to our customer service representative.  Angela (service@tantaly.de ) and we will arrange reshipment or a full refund of the product for you.

*Refund processing time: 1-3 business days