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Product information

1_How do I recognize an authentic MyDoll® product? 

2_How do I wash my doll?

3_My doll has worn out/torn, is it possible to repair it?

4_What packaging does the doll I ordered come with?

5_What is the difference between certified and non-certified dolls?

Authorized stores

1_Where can I find a store in my area?

2_I don't have any stores near me; how can I purchase items from the New Collection?

3_I have a store and would like to add MyDoll® to my inventory; how can I do that?

Orders

1_How can I place an order?
2_Can I purchase items over the phone or via email?

3_What payment methods do you accept?

4_How do I know my order has been received?

5_Will the receipt be included in the package?
6_Is it possible to receive the invoice instead of the receipt?

7_I have a discount voucher, how can I use it??

Spedizioni

1_Quanto costa la spedizione?

2_Quali sono i tempi di consegna?

3_Posso cambiare indirizzo di spedizione dopo aver effettuato l'ordine?

4_Come traccio il mio pacco?

Giacenza

1_Pacco in Giacenza

2_Diritto di Ritenzione

Reso

1_Termini e Condizioni per il Reso

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_How do I recognize an authentic MyDoll® product?

Since the beginning in 1996, MyDoll® has always placed dolls at the center of its annual collections.

Their appearance has evolved over the years through modifications and changes, but certain fundamental characteristics that define the "Original Heart Doll" have always been respected.

In particular, the dolls are easily recognizable thanks to:

  • Uniqueness in hair color: the only colors used for the dolls' hair are Blonde, Red, Brunette, Black, and Gray (currently ONLY for dolls representing Grandparents).

  • A label with the My Doll® brand sewn on the body and clothing.

  • The My Doll® brand embroidered under the foot of each doll (except for the 25cm models distributed in kiosks, which have a round foot).

  • Presence of paper tags with our logo and/or company information.

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All other items created by MyDoll® have a label sewn with the embroidered brand (if they are fabric) or are marked with prints and/or engravings of the logo itself (if they are wooden items).

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To resolve any doubts about the authenticity of items, send us as many photos as possible to info@mydoll.it or on WhatsApp at +39 3518830818.

_How do I wash my doll?

The first step is to undress the doll, removing all clothing and accessories.

For machine washing: Set the washing machine to the "Wool" program or use cold water without spinning, using a neutral or wool-specific detergent.

For hand washing: Use cold water with a neutral or wool-specific detergent.

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Once washed, it is advisable to lay it horizontally, avoiding direct exposure to sunlight to prevent color fading. If the hair, once dry, appears frizzy or has split ends, you can trim it slightly with scissors.

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Regarding the outfit, you can hand wash it with a neutral detergent in cold water. We do not recommend wringing it, but you can lay it flat like a regular piece of clothing.

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If there is customization on the garment, we recommend waiting at least 24 hours from receipt before washing it.

Use cold water for washing, as high temperatures could damage the text or graphics.

As for ironing, we recommend using a steamless iron at a low temperature. Avoid lingering too much on the text and apply protection over it; for example, you can use a piece of parchment paper.

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DO NOT bleach and DO NOT tumble dry.

_My doll has worn out/torn, is it possible to repair it?

We know well... When a doll breaks, it's always a blow to the heart.

Unfortunately, not all damages are repairable. What we ask is for you to send us via email at info@mydoll.it or on WhatsApp at the number

+39 3518830818 as many photos as possible of the damage to help us assess the severity and determine if it can be repaired.

_What packaging does the doll I ordered come with?

We have various types of packaging that your doll can arrive in, each of which is described in the information for each item.

innerbox.jpg

Cardboard Box

i verde NUOVA.jpg

Green Box

Scatola bianca

Half White Box

GC002.jpg

Heart-shaped Box

Busta.jpg

MyDoll® Sack

Attention: If only one doll is ordered, which comes with cardboard box packaging, it will be used as the shipping box.

_What is the difference between certified and non-certified dolls?

A doll designated as "Certified" has been created and sewn in limited and restricted quantities.

Attached to the doll's wrist, in addition to the tag with the code and passport, is a certificate specifying the number associated with the doll and the total pieces in the series.

All other dolls, on the other hand, have been sewn in more or less substantial quantities.

_Where can I find a store in my area?

You can check the Map available on our website to find authorized dealers selling My Doll® throughout Italy and abroad.

_I don't have any stores near me; how can I purchase items from the New Collection?

If, upon checking our Map, you haven't found nearby retailers with availability of items from the New Collection that you wish to purchase, please send us an email at info@mydoll.it or a WhatsApp message to +39 3518830818, specifying the city you live in and the item code you would like to purchase.

In the event that the item you want to purchase is not available nearby, there is the option of shipping directly from our warehouse.

_I have a store and would like to add MyDoll® to my inventory; how can I do that?

If you own a shop and want to add our products to your showcase, send us a message by filling out THIS FORM.

Once we receive your request, we will review it and get in touch with you.

_How can I place an order?

Here is how you can purchase a product:

  1. You can freely browse our catalog by selecting the category of your interest using the filters on the Shop page.

  2. Add the product to the cart by clicking the "ADD TO CART" button.

  3. If you decide to continue shopping, you can view the contents of your cart at any time by clicking on the icon at the top right of the screen.

  4. When you have chosen all the items to purchase, click on the cart icon and then select "CHECKOUT."

  5. If you are a registered user, you can log in or continue as a guest and enter the shipping address.

  6. Select a shipping method and desired payment method.

  7. Enter the payment information.

  8. Double-check that the entered information is correct and click "ORDER AND PAY."

  9. Within a few minutes, you will receive a confirmation email containing the details of your order.

  10. ​

You can complete a purchase without registering. However, we recommend creating an account to access areas and services dedicated to our customers.

_Can I purchase items over the phone or via email?

If you wish to purchase customized items, items not available in stores near you, or with different payment methods, please contact us via email at info@mydoll.it. We will review your request and try to assist you in the best way possible.

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You can also initiate the process through our social media channels  (Facebook, Instagram, WhatsApp), ensuring they are the official channels, and later complete the process with a confirmation via email.

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Please note that orders cannot be placed via phone call.

_What payment methods do you accept?

To view the available payment methods, click HERE.

_How do I know my order has been received?

As soon as the order is placed on our website, you will automatically receive a confirmation message to your email.

If you do not receive the confirmation within the next 24 hours, please notify us at info@mydoll.it, specifying the products you wanted to purchase and the selected payment method. We will try to understand the reasons why your order was not successful.

_Will the receipt be included in the package?

Since November 2020, we have decided to reduce paper waste and no longer include a printed Delivery Note in the packages.

All receipts are issued electronically as usual.

If you wish to receive the receipt via email, please request it by writing to info@mydoll.it.

_Is it possible to receive the invoice instead of the receipt?

We can issue the invoice only for Italian VAT numbers. If you have an Italian VAT number, you can send us the billing details before placing the order.

_I have a discount voucher, how can I use it?

If you have received a discount voucher, simply enter the provided code in the "ENTER PROMO CODE" box and then click "APPLY".

Please ensure that the discount has been applied before completing the purchase.


Remember to enter the promotional code at the time of order finalization, as it cannot be added later.


If, after checking, your code does not work, please contact us at info@mydoll.it.


Also, please note that promotions and discounts are not cumulative or may not be valid for certain product categories; check the promotion conditions in the received communication.

_How can I place an order?

Here is how you can purchase a product:

  1. You can freely browse our catalog by selecting the category of your interest using the filters on the Shop page.

  2. Add the product to the cart by clicking the "ADD TO CART" button.

  3. If you decide to continue shopping, you can view the contents of your cart at any time by clicking on the icon at the top right of the screen.

  4. When you have chosen all the items to purchase, click on the cart icon and then select "CHECKOUT."

  5. If you are a registered user, you can log in or continue as a guest and enter the shipping address.

  6. Select a shipping method and desired payment method.

  7. Enter the payment information.

  8. Double-check that the entered information is correct and click "ORDER AND PAY."

  9. Within a few minutes, you will receive a confirmation email containing the details of your order.

  10. ​

You can complete a purchase without registering. However, we recommend creating an account to access areas and services dedicated to our customers.

_Is it possible to receive the invoice instead of the receipt?

We can issue the invoice only for Italian VAT numbers. If you have an Italian VAT number, you can send us the billing details before placing the order.

_Is it possible to receive the invoice instead of the receipt?

We can issue the invoice only for Italian VAT numbers. If you have an Italian VAT number, you can send us the billing details before placing the order.

_Is it possible to receive the invoice instead of the receipt?

We can issue the invoice only for Italian VAT numbers. If you have an Italian VAT number, you can send us the billing details before placing the order.

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