FAQ

PayPal Layaway orders must be paid in full in 90 days. If you choose not to complete your installments on time, Granado reserves the right to cancel the order and not to issue refund. Please contact us by E-mail : dpp.doll@gmail.com with your wished items details and receiver's address.

You are not required to register for adding items into the shopping cart. However, to checkout, you will need to login or register an account with Granado. Your email address will be your account ID and the password you selected will be your account password; On each product page, there is a clickable button named Book Now or Order Now. You may click the button once you finished selecting all required options to add the item to the Shopping Cart. You may review the item(s) in your shopping cart from the mini shopping cart located at the top right corner of the website, or by going to the Shopping Cart page; When you are ready to checkout, you may click the Check Out button from the mini shopping cart or on the Shopping Cart page; Granado accepts PayPal payment. If you want to make payment through Alipay or Hong Kong HSBC Transfer, please contact us via E-mail.

You may freely add or remove any items from the shopping cart, but once you have checkout and made a payment for an order, the order cannot be cancelled for any reasons due to the nature of the order-made process: For PayPal – Orders cannot be cancelled once Granado receives your payment. For HSBC Bank Transfer - Orders cannot be cancelled once Granado receives your funds. For Taobao.com - Orders cannot be cancelled once Granado receives your payment. Please consider this matter when placing an order.

We use multiple shipping methods to ship your items. Shipping fees are determined entirely by China EMS (Express Mail Service). Unless there is special request from customer, all packages will be marked with true value or the max 450USD. If you do wish to under-declare the value of the order(s) for customs purpose, please let us know in the order from (ex: Please mark my package as gift and value at $80). Please note as the insurance value will drop accordingly, you will not be able to receive full compensation if your items get lost or damaged during delivery.

Defective Merchandise is defined as merchandise that is misshaped in nature. Merchandise that is damaged in delivery or by human errors is not defective merchandise. We do our best to carefully inspect each item before we ship out from the factory. We accept return only if the item is deemed to be defective. If you found your order to be defective please contact us through e-mail or QnA Board within 2 days of receiving the order for a replacement. Granado will not issue refund. If you request replacement for your defective item, please send us a clear photo so we can confirm the defect. Defective item will only be replaced for the same product. All items returned must be in new and unused condition. All products like dolls, accessories, certificates, etc., must be new and un-used. Replacement will be shipped after the defective item is received. We ask for your understanding. In case of replacement for defective item, any accessories or items included in the original package must be returned. If any original item is missing or damaged, we may not make replacement for you. You will be responsible to pay the Postage for returning the defective items to Granado using a courier service you choose; Granado will cover the Postage for sending out the Replacement; Granado will not replace products that are damaged by human errors. Granado should not be held responsible for any product that you purchased outside of Granado.

For your protection, do not sign or receive the shipment until you have inspected the package for damage. When you receive the Shipment Before signing the delivery confirmation paper, make sure you have inspected the Shipment for damage. If the damage is over 50%, you may refuse the Shipment and ask the courier to return it. You must also contact Granado within 2 business days from the date you refused the Shipment to request for a Replacement; Replacement will be sent once we have inspected the damage on the returned Shipment; Granado will cover all necessary postage for such replacement; If you have received, opened the Shipment and realized that some or all of the Items is damaged You may request a replacement for any item damaged during delivery. Replacement Request must be made via QnA Board or Email within 2 business days from the date that you signed and received the order. Within 5 business days from the date you submit the request, you must send us Photo(s) showing the damages via Email for Granado to approve your request. If your request is approved, Granado will send you an RMA number and a Return Address via QnA Board and/or Email; You will be responsible to pay the Postage for returning the shipment to Granado using a courier service you choose; Granado will cover the Postage for sending out the Replacement; Replacement will be sent once Granado has received the Return and confirmed the damages; If your order(s) is damaged by you or any other accidents We do not accept replacement request for products that are damaged by you or any other accidents; If your shipment is lost during delivery Please report your loss to EMS regarding the loss of your shipment within the valid claim period. You will be compensated only if you have reported your loss EMS within the valid claim period. Granado should not be held responsible for your negligence or failure to report the loss.

As a general rule, Granado does not issue refunds for order that has been paid. However, if you need to return the original package due to circumstances beyond control—buyer’s death, disappearance, or corresponding case—please contact Granado immediately, we may refund 20% of the total price to the buyer if the original package is returned within 10 business days from the date you received the package. You will be responsible to pay the Postage for returning the shipment to Granado using a courier service you choose. No refund will be issued if the original package is not returned within 10 business days.