Reply from My DollfyJan 15, 2026
We sincerely apologize for the delayed response, and we truly regret the frustration and disappointment this experience has caused you. We understand how upsetting it is to feel unheard or to receive repetitive replies, and we want to address your concerns clearly and honestly.
First and foremost, we would like to clarify that our products are 100% handmade, crafted individually by skilled artisans. Because of this handmade nature, we are unfortunately unable to guarantee an exact completion or delivery date, even with expedited or express services. This limitation is stated in our policy and explained during checkout, but we fully understand that this does not lessen your frustration—especially when expectations were set around faster service.
Regarding the email stating that your dolls were completed and in transit: we sincerely apologize for this internal mistake. That message was sent prematurely, and we acknowledge that this caused confusion and disappointment. This is not the level of communication we strive to provide.
Concerning the express service, its purpose is to prioritize your order in our production queue and shorten the estimated timeline where possible. However, it does not override the handmade production process, which can still vary depending on complexity, artisan workload, and seasonal demand. That said, when the express service does not meet expectations, we absolutely understand why you would feel the original agreement was not fulfilled.
We want to reassure you that:
Your order is not abandoned or ignored
Your dolls are being actively worked on
We are not an automated system—though we acknowledge that repeated template-like replies may have made it feel that way, and for that, we are truly sorry
At this point, we are more than willing to:
Refund the express service fee, and
Provide you with a clear priority update on where your order currently stands in production
We sincerely hope you will allow us the opportunity to resolve this directly with you rather than escalating it further. Your trust matters deeply to us, and we truly regret that our communication has not reflected that.
Please accept our heartfelt apologies, and thank you for your patience with a handmade process that, while meaningful, can sometimes fall short in clarity. We are here and ready to make this right.
