Return Policy

SecretHer Return Policy


Cancel Order
All of our products are customized to customers’ requirements. Orders can be canceled within 24 hours, and 10% will be charged as a transaction fee. If we have launched production, orders cannot be canceled for any reason. Or else, 50% will be charged as a handling and restocking fee.

Faulty Items
If default options are chosen and your doll looks different from the first photo on the product page, please contact our customer service at the reception of your doll. We will arrange a replacement of the doll or will send you replacement parts depending on the nature of the problem. You must send the doll back to us within 3 days from receipt of goods if you choose to replace your doll. Please make sure the doll and package are brand new and never used before you ship them out.

Damaged Items
We take product quality extremely seriously, every doll is thoroughly inspected before leaving our factory. Upon initial receipt of the doll, if there appears to be a defect or damage, please contact us immediately by sending pictures or videos to and we will find the best solution for you ASAP. For slight damage due to shipping, we will provide a kit for you to repair. For severe damage, you should take an unboxing video and photo, or else we cannot make sure who is responsible for this.

Missing Items
Check your package to confirm every item you want is there. If you find something is missing, contact us as soon as you receive the package.

DO NOT RETURN OR REFUSE THE PACKAGE DIRECTLY. And don’t send any package to the address information on the package, which is not valid to receive a returning package.


  • If you opened the item and it is defective, or if it is not the item you purchased, send email to our customer service department at info@mysecrether so we can resolve the issue for you. We will need to see pictures to verify if it is a defect or the incorrect item. Once pictures verify it is a defect or the wrong item, we will send a replacement at our expense. We may request the item to be sent back in order for us to assess the product.
    *** You must contact us within 7 days of delivery for us to replace a defective/incorrect item. After7 days we will not replace nor refund defective/incorrect items. ***


All of our SecretHer Dolls are custom, made to order items. Due to the nature of our products, there are NO returns on dolls. Once a doll has begun production, there are no cancellations. Changes to doll orders will be looked at on a case by case basis. Changes may incur a processing fee.

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