Domestic orders normally arrive within 3-7 days of shipping, unless otherwise noted.

International orders normally arrive within 2-4 weeks of shipping. Please note that these orders need to pass through the customs office in your country before it will be released for final delivery, which can occasionally cause additional delays.

Once an order leaves our warehouse, carrier shipping delays may occur due to factors outside our control. We, unfortunately, can’t control how quickly an order arrives once it has left our warehouse. Contacting the carrier is the best way to get more insight into your package’s location and estimated delivery date.

Please note that shipping delays will occur if you provide an incorrect address at checkout.

If your package is returned to our facility due to a shipping error, we’ll reach out to you via the email address provided with your shipping information. If we don’t get a response within 5 business days, we hold the right to refund your order. This applies to all merchandise orders, including limited edition and pre-order sales.

Please note that in the event of an order split shipping, we can only refund you for what has been returned to us.

Concerning refunds:
As Tinlas is a private custom product, we are not able to accept refunds upon receipt of goods. We strive for customer satisfaction. Prior to shipping, we conduct strict checks on the quality of the products, so every doll is in perfect condition. Our quality control ensures that there are no flaws before the products are sent to our customer. If damage occurs during transportation, we request that you please send us a picture within 24 hours after receiving the goods. We will then deal with the issue accordingly.

Regarding order cancellations:
If the order is canceled within 24 hours, we will refund the original amount in full with the only 4.4% Paypal fee. If it exceeds 24 hours, we will be required to charge a 20% restocking fee. Additional fees, such as handling fees and transaction fees, may also be required to be charged for the return of goods or refund of funds. Thus would be dependant on the payment method used.

Regarding modifying the order:
Within 24 hours after placing the order, we will provide the modification free of charge. As the product will have been sent to our logistics partners, if it is over 24 hours since the order is placed, we will not be able to modify it.

If you have any queries or concerns, please do not hesitate to contact us at service@oceansun.shop.

All sales are final. We have a firm no return policy due to the nature of the product. No refunds are given on completed products.

Under the Consumer Protection (Distance Selling) Regulations 2000, the exception provision section 13) it states that:

Unless the parties have agreed otherwise, the consumer will not have the right to cancel the contract by giving notice of cancellation pursuant to regulation 10 in respect of contracts—

(c)for the supply of goods made to the consumer’s specifications or clearly personalised or which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly;

Due to the nature of the products, no returns will be accepted and consumers agree that they will not have the right to cancel the contract. After production has begun no cancellations are permitted.

If you have any queries or concerns regarding this policy or your order then please feel free to contact us.

You can change a shipping address within 60 minutes of placing your order. Simply visit My Orders and select “Order Details” on the order you want to update. Under the Shipping Address, click “Change” to make your edits.

After 60 minutes, if your shipping address contains a minor error (wrong zip code, street, apt. number, etc.), or if the item is shipping through a freight carrier, please contact us so that we can determine if we will be able to make a change on your behalf.

Once your order has been shipped, you will receive a confirmation email containing the shipment details and a tracking number so that the shipping progress of your order can be tracked.

If the order was placed via your account, the status of your order can be checked by logging into your account and entering the “Orders” section.

When you need to receive customer support, you can follow these steps:

Find contact information: Firstly, you can try to find a “Contact Us,” “Customer Support,” or similar page on the official website of the relevant company or organization. They usually provide contact information such as phone numbers, email addresses, or online chat options.

Choose the appropriate contact method: Based on your needs and urgency, select the most suitable contact method. If you have an urgent issue, it’s best to directly call their phone number. If the issue is not as urgent, you can consider sending an email or using an online chat tool to reach out to the customer support team.

Describe the problem and provide necessary information: Make sure to clearly describe your issue or concerns and provide any necessary information related to the problem. This may include your account information, order numbers, product models, etc. Providing detailed information helps the customer support team better understand your problem and provide accurate solutions.

Wait patiently for a response: Once you have contacted the customer support team, it may take some time for them to process your request and provide a response. Please be patient and make sure you have provided the correct contact details for them to reach you.

Follow up if needed: If you haven’t received a response within a reasonable time, you can consider following up. Contact the customer support team again, inquire about the status of your request, and provide any previous communication records or reference numbers to help them quickly understand your situation.

If you accidentally entered an incorrect shipping address, please contact us letting us know you need to update your address. Please include your full name, order number, and the correct shipping address.

Orders are processed as quickly as possible and for this reason we cannot guarantee any changes to your order once it has been shipped.

We will do our best to change the shipping address before it ships. If it does ship before we are able to fix the issue, please reply to our message when the tracking information states that it is being returned to the sender. As soon as we receive it, we will ship you out a new package.

We ship to nearly 200 countries worldwide. Below you will find the list of countries we currently ship to. If your country is not on the list, we recommend shipping to a friend or family member to have it forwarded.

* indicates a country that does not qualify for free shipping.

When possible, items from multiple orders will be combined into the same package. This helps to reduce the number of packages sent to you, so you receive fewer packages and have less packaging material to dispose of when you receive your orders.