FAQs

1. How do i place my order?

Ordering online from Charlesen is very easy!

• When viewing the project, click on " Add to Cart ".
• Placed the items you need in your shopping cart，
• Click the " Check Out " buttons / buttoned.
• You will be prompted to log in to your account or create a new one.
• You will be guided through the shipping address, shipping method, and payment method.
• Confirm the payment
• After successful payment, you will see an order success page with the order number
• Finally, A confirmation email will be sent to your registered email address with your order content! (For customers who do not have a registered email address, the order will be sent to your mobile phone)

2. What methods of payment do you accept?

You can place an order on our web site and pay with PayPal. At this time, we do not accept checks or money orders. 

3. Do you ship internationally?

Yes, we do. For shipping options and quotes, put an item in your cart, then enter your country and zip code. Charlesen is NOT responsible for the tax/customs/duties fees that will be charged by the buyer's respective country. These fees are NOT included in the shipping and handling fees that Charlesen charges. These are some of the countries that charge tax and customs fees - the United Kingdom, Australia, Brazil, and Canada. For buyers from other countries, please make sure you know whether or not your country makes these charges.

Once the doll has shipped, tracking information will be sent.

4. How do I track my package?

You will be emailed a shipment confirmation email along with a tracking number to track the shipment of your package. In some circumstances, this tracking number is not a step by step tracking rather a delivery confirmation.

5. Is my online order secure?

Yes! We use standard SSL encryption for all transactions so you are assured that any information you send us are encrypted even before they are sent. 

6. Why did not receive aconfirmation letter?

It really happens that some customers cannot receive the confirmation letter. The undelivered mail returned to the sender via some unknown reason.

In addition, some customer's order confirmation mail may be sent to his spam box due to mail identification. So please checks your spam folder.

If you have not received the email after checking, email us with the email address or name you filled in when you placed the order. We will get back to you as soon as possible.

7. Does reborn doll have movable parts?

The arms and legs of the reborn doll can be removed and moved up and down. And our reborn dolls don't  blink, drink, sweat, or pee.

8. Can the baby take a bath ?

Our reborn dolls are divided into Silicone Vinyl Body and Cloth Body, and only Silicone Vinyl babies with a complete silicone vinyl body can immerse in water.

The Cloth Body reborn dolls are recommended for using a slightly damp towel. Gently wipe and avoid wetting the filling to prevent mold and mildew.

9. Why does my doll not look like the picture?

The dolls pictured on our website are made directly from the artist's sculpt. Some changes may occur between this version and the manufactured version. We strive for the highest quality and standards for each and every doll we produce.

If for any reason you are not happy with your doll, please email service@charlesen.com so that we can resolve the issue.

10. Why is my doll turning black/blue?

Your doll is made from a luxurious vinyl. Unfortunately, certain dyed fabrics can transfer color to your doll's skin. Make sure that any clothing that did not come with the doll is pre-washed to avoid transferring dyes to your doll's skin. You may also want to avoid dark-toned clothing on the, specially light skin tones to prevent this problem.

11. Can you make a reborn doll with a provided picture?

We could do a reborn baby doll with the photo you provided.But it needs at least $500.00.Email us if you are still interested.

12. Are these finished baby dolls or are they an unfinished kit?

These baby dolls are already finished and painted. They come with clothes, pacifiers, baby bottles, and birth certificates.(Does not include special products)

13. Are the reborn doll I received already installed or still need to install it myself?

Most of our dolls are sent to you after they have been installed completely, only the 22-inch silicone vinyl doll's legs need to install by yourself. The demonstration picture is as follows (Dynamic figure is as follows):

14. How do we contact you for some questions?

Contact email: service@charlesen.com

Contact phone number: +86 133 1747 9020