Deviation Actions
FAQ – or the more easy to read terms and conditions. But please read the official ones as well!
Article 1: How to order
Send an e-mail or private message and point out which product you would like to have. Use the same description as used on the website (or forum, or blog or whatever, descriptions remain the same).
Clearly list your name, address, which kind of shipping you would like and in what way you will be paying (bank transfer, paypal) and if you want to do a lay-away (pay in installments).
Within 2 days you'll receive a resumé of your order, with shipping costs and your address listed. Double-check these and confirm with us whether or not they are correct.
If you don't receive a reaction within 2 days, please contact us as fast as possible. It is possible we didn't get the correct information.
If, for whatever reason, you decide not to go through with the order, you must notify us of this within 7 days. If you've already paid, we will transfer this back to you within 14 days, unless it is a down payment (lay-away or commission, view article 3)
In case we don't receive payment (either full payment or first installment) within 14 days after ordering, the order will be void, unless Puppit and the client have agreed otherwise.
Payment without a confirmed order is useless and will not guarantuee receiving a product. The money shall be transferred back if possible.
Clients under the age of 18 will need written permission from parents or caretakers!
Article 2: Rules for pre-order
For a normal pre-order (without installments), you order and pay for the product as if it were in stock: the full price. Puppit will contact you as soon we know when the doll or other product can be shipped to you. As soon as we've received payment we will start producing the doll. How long it takes exactly before the doll is ready for shipment can vary: we will tell you an estimated time. If this estimation isn't correct anymore due to new developments, we will contact you as soon as possible and give a new estimation.
Article 3: Lay-away and commissions
Buying something by installments (lay-away) is possible. Contact us and together we will determine the best payment plan for you. No more than 5 installments and over no longer than a time span of 6 months. Puppit Productions remains ownership until the last installment is paid and the payment completed.
In case of lay-away and commissions we demand a down payment of 20% (in the case of 5 installments this means one installment, in case of fewer installments you can choose whether you'd like to pay one installment or just the 20% at first).
Down payments and installments cannot be reclaimed, unless you can prove there has been a violation of the terms (like the product not matching the description or pictures, also view article 7: refund).
This is so we know for sure that you will proceed with the order, and so that we can buy the necessary materials.
In most cases when you have ordered a doll or another big product on lay-away we will start producing after received the last-but-one payment. This way you'll have your product sooner after the last payment is made.
In case of a commission we usually start producing right after the first payment. How long it will take before your order can be shipped may vary (view article 2)
Any transaction costs of the down payment or installments (as is the case with Paypal) are to be paid by the client.
Article 4: Methods of payment
You can pay by bank transfer, Paypal or cash (in case of personal pick-up at the workshop or at a convention), though we prefer for you to pick this last option only when it concerns a small amount of money (It's just not very smart to walk around with hundreds of dollars/euros in your pocket).
Article 5: Taxes and shipping.
All prizes include Dutch VAT. Customers from outside the European continent (except for Russia) can ask us for a tax deduction of 21% after their order has been placed.
Unless listed otherwise, shipping costs are not included, as they depend on where you live, how big/heavy the article is and what kind of shipping you prefer. Shipping options will be listed in the resumé we send you after ordering (view article 1).
If you think something is incorrect about the shipping costs, please contact us.
Puppit Productions ships worldwide.
Article 6: Customs fees
Since we ship from the Netherlands, all orders within the EU will not be charged for fees by customs. Residents of countries outside the EU would be charged by customs, but they may ask for a tax refund when placing their order (view article 5).
Article 7: Refund
If after delivery the products turn out to be different that what you ordered, you will get the full amount of money back, or have the item replaced or repaired if you wish so (and if that is possible).
Contact us about this matter within 10 days after delivery. Just sending stuff back without any notification up front is not possible.
Please note: Puppit Productions cannot be held responsible for damages due to shipping or poor treatment of the product by the client.
Possible weak points of a product are usually mentioned in the description on the website, or in case of a commission, during personal communication.
We assume our clients are have done some research about Ball Jointed Dolls before purchasing one, and therefore know that things like seam lines, minor colour differences and little bubbles of air in non-obvious places (as well as long-term things like yellowing or the string losing it's tension) are a normal phenomenon and no a reason for a return.
Article 8: questions about a product or shipping
Send an e-mail (or private message in case of a forum) to Puppit Productions.
Make sure you mention the product's description and try to pose your question as clear as possible to prevent any useless back-and-forth messaging.
Article 9: Contact information
Jildou Zwamborn
Puppit Productions
Perestraat 34
7412 BW Deventer
The Netherlands
E-mail: Puppit@Puppitproductions.com
Bank account (IBAN): NL81 ASNB 0708 1305 50
BIC code: ASNB NL21
Paypaladdress: Puppit@Puppitproductions.com
You can also find us on Facebook (Puppit Productions), Deviantart (PuppitProductions) and on the fora Den of Angels, the Joint and the Dutch BJDcafé under the name of Puppit.