Legal notice

Terms and conditions of sale of products offered on the website

1. Pre-contract information.

These general terms and conditions of Sale as well as any particular terms and conditions that may be established shall expressly regulate the relations arising between CARDONA BALLESTER, S.L. - DOLLS&DOLLS with Vat Code B-98.509.425 and address at Calle Mosaiquers, 11 (Polígono Industrial La Closa), 46133 - Meliana (Valencia, Spain) and Users who purchase the products offered on the website.

The business forms shall be available in Spanish and English.

These present General Terms and Conditions have been produced in accordance with Spanish law: Law 34/2002 on Information Society and Electronic Commerce Services, Law 7/1998 on General Terms and Conditions of Contract, Royal Decree 1906/1999 regulating telephone and electronic contracts with general terms and conditions implementing Article 5.3 of Law 7/1998, General Law 26/1984, for the protection of Consumers and Users, Law 7/1996 on Retail Commerce, Royal-Decree Law 14/1999 regulating Electronic Signatures and all other applicable legal provisions.

Browsing and/or purchasing products from the website means that User unreservedly accepts all these present General Terms and Conditions as well as any Particular Terms and Conditions governing the purchase.

CARDONA BALLESTER, S.L. – DOLLS&DOLLS hereby informs you that the procedures for purchasing the products are the ones described in these present General Terms and Conditions and in any other specific terms and conditions indicated on the screen during navigation, so that User knows and accepts said procedures as a requirement for accessing the products and services offered on the website. User will be able to change and/or correct the data provided during navigation by following the instructions on the web page.

The Products offered on the website shall appear on the screen together with their characteristics and price. CARDONA BALLESTER, S.L. – DOLLS&DOLLS reserves the right to decide at all times what products are on the website and offered to users. Consequently, CARDONA BALLESTER, S.L. - DOLLS&DOLLS may add new products to the website at any time, on the understanding, unless otherwise stated, that said new products shall be governed by the General Terms and Conditions in force at that time. Similarly, CARDONA BALLESTER, S.L.-DOLLS&DOLLS reserves the right to stop providing access at any time and without prior notification to any of the products offered on the website.

2. Product purchase procedure.

CARDONA BALLESTER, S.L.-DOLLS&DOLLS will ask Users to register before they can purchase from the website. To register, users must be at least eighteen years old and must follow the instructions displayed on the screen (and any other instructions that may appear on different pages on the website) which will ask them to proceed as follows: (I) complete the electronic form that appears on the web page following the instructions indicated on the page: (II) click on the "CONTINUE" icon/button; (III) reception of email sent to user confirming registration.

The login and password user provides to CARDONA BALLESTER, S.L.-DOLLS&DOLLS are for authentication and authorisation to enable access and purchase from the website and they are personal and non transferable. User cannot change the login but may change the password, in which case the previous password will no longer be valid.

After registering, in order to purchase products, user must choose a product category and then add the item they wish to purchase to their ‘Shopping Basket’, following the instructions on the screen, completing the order form provided and sending it to CARDONA BALLESTER, S.L.- DOLLS&DOLLS, thereby indicating that all these present General Terms and Conditions and any Particular Terms and Conditions have been read and irrevocably accepted. The purchase will be understood to be made at the address of CARDONA BALLESTER, S.L. - DOLLS&DOLLS unless otherwise provided by law.

The User must bear in mind that each item may have some Particular Terms and Conditions explained in the item’s description, so the description must be read and will be accepted at the time the order is placed. In addition, the images of the items could vary respect to the actual product, in which case there will be some annotation in the item’s description warning of this.

When the purchase has been made the CARDONA BALLESTER, S.L. - DOLLS&DOLLS system shall automatically send a proof of purchase by e-mail to User/Purchaser. User/Purchaser may request, and CARDONA BALLESTER, S.L.-DOLLS&DOLLS will send the corresponding invoice.

Confirmation of the order and proof of purchase shall not be valid as an invoice. CARDONA BALLESTER, S.L.-DOLLS&DOLLS reserves the right to cancel the login and password and consequently access for website users, be they private individuals, companies or distributors, who keep debit or unpaid balances, and whenever the company deems opportune.

Similarly, CARDONA BALLESTER, S.L.-DOLLS&DOLLS reserves the right not to sell to customers who, after a study, it deems not to be suitable. If the customer has made the payment, it will be refunded.

3. Delivery.

CARDONA BALLESTER, S.L.-DOLLS&DOLLS, undertakes to deliver the products purchased by User/Purchaser, to the address User/Purchaser indicates for said purpose on the order form, which may be different to their habitual residence. The order may be sent to their workplace or even to a third person as a gift, or to the transport company's office for the customer to collect (products are not delivered to post boxes), as soon as possible according to the destination and according to the form of shipment, unless it is retained at customs or by some other exceptional case.

If User/Purchaser has to be contacted for any reason before dispatch, the delivery period may be longer.

Orders containing items on PRE ORDER will be sent approximately in the number of days reported on the product page. The rest of the items in the order that are not on PRE ORDER, will be sent when the PRE ORDER items arrive to CARDONA BALLESTER, S.L.-DOLLS&DOLLS warehouse. If there is more than one PRE ORDER item in the same order, the days to be sent will be the number of days shown on the item page with the highest number of days. If, for whatever reason, CARDONA BALLESTER, S.L.-DOLLS&DOLLS could not send some items in the order, that will not entitle the User/Purchaser to cancel the PRE ORDER items.

The daily deadline for dispatching orders from the warehouse is 13:00 hours, but may be later if CARDONA BALLESTER, S.L.-DOLLS&DOLLS deems opportune.

No deliveries are made on Saturdays or Sundays or holidays, unless the transport company decides to do so as an exception.

We ship worldwide, except problematic countries or areas.

Orders with postal shipment may be delivered by the destination postal service or other companies.

Below are the business days of delivery times, being working days Monday to Friday, not including public holidays.

Usual delivery periods for shipments with GLS:

  • - Iberian Peninsula: 1-2 working days
  • - The Balearic Islands: 1-3 working days
  • - Portugal: 1-2 working days
  • - France, Belgium, the Netherlands and Luxembourg: 2-6 working days
  • - Germany, Austria and Italy: 3-7 working days
  • - Denmark and Sweden: 5-8 working days
  • - Hungary, Poland, Czech Republic, Finland, Greece, Ireland and Slovakia: 6-9 working days
  • - Bulgaria, Estonia, Latvia, Lithuania, Slovenia and Romania: 7-10 working days
  • - Croatia: 9-12 working days


Delivery times for postal shipments: are between 3 and 60 business days approximately, depending on the destination (although there may be some destinations that take even longer), making shipments only on Fridays (If Friday is a holiday, it will be sent the next business day). The web informs better the range of days when the User/Purchaser adds products to the basket and continues with the purchase process. Due to the fact that this type of shipment depends mainly on the postal services of each destination country/area, delivery times are approximate and only serve to inform the User/Purchaser of the deadlines normally used, and there may be variations in these deadlines for reasons beyond our control. PLEASE NOTE: In August, due to summer vacations, the collection days may vary, which will be informed during the purchase.

Orders with postal shipping outside Spain or Canary Islands, Ceuta or Melilla scheduled to be shipped on Fridays, could be shipped earlier if CARDONA BALLESTER, S.L.-DOLLS&DOLLS decides so.

These delivery periods may be affected by changing weather conditions, road works, states of emergency, dates like Black Friday or December, etc...

DELAYS IN DELIVERIES WITH THE POSTAL SERVICE: There are shipments that may experience long delays in delivery due to many factors, especially due to a health crisis (such as the one caused by Covid-19) or due to conflicts between countries that, for example, cause limitations on transit through air or land spaces. These situations could cause postal services to collapse, with packages reaching the destination country and being retained or pending processing. In these cases, many shipments do not even show traceability on the website of the destination postal service, or it is shown once they arrive at the post office for delivery or even after they have been delivered. Due to this or other causes, the User/Buyer is aware that shipments through the postal service could suffer long delays, sometimes up to 3 or 4 months (although such a long time is unlikely).

Due to the type of shipment in postal shipments, it is not possible to have proof of delivery, so the final transport company will be the one who confirms the delivery of the package on its website.

DEADLINE TO CLAIM A POSTAL SHIPMENT THAT HAS NOT ARRIVED AT THE DESTINATION: If the traceability of an undelivered postal shipment ceases to have updates after 15 days from the last update, the User/Buyer may request CARDONA BALLESTER, S.L.- DOLLS&DOLLS to open an investigation by the transport company. To open an investigation, CARDONA BALLESTER, S.L.- DOLLS&DOLLS could send an email to the User/Buyer requesting information or any necessary document, in which case, the User/Buyer will have to respond to the email in a maximum of three days to allow time to request an investigation to the postal service. Once the transport company confirms that the investigation has been opened, the response time will vary depending on the destination transport company, and can be up to 60 days. Without a prior investigation, there is no possibility of claim. The maximum period to claim a postal shipment is 30 days from when it was sent if the destination is Europe or 90 days from when it was sent if the destination is to the rest of the world. After this time has elapsed, if there is no ongoing investigation by the transport company, we will no longer be able to request information from the postal services and an investigation or refund will not be possible. This does not mean that the shipment has finally disappeared, since there would still be a chance that it would reach its destination.

DEADLINE TO CLAIM A POSTAL SHIPMENT THAT IS STATED AS DELIVERED: If the traceability of a postal shipment shows that it was delivered, but the Buyer says that it was not delivered, the Buyer must claim in writing to the transport company that made the delivery (the postal service or other company). The Buyer must send CARDONA BALLESTER, S.L.- DOLLS&DOLLS that claim and/or reference number provided by that company up to 4 days after the delivery date that appears in the shipment traceability. The reason for this maximum period is because the transport company cannot request information or an investigation after this time. After the indicated period, the claim may be rejected. Due to this type of shipment, proof of delivery is not available, so it is the final transport company that confirms the delivery of the package to the destination address on its website.

Any complaint that involves an investigation by the transport company cannot be resolved until the transport company concludes the investigation, especially in the case of shipments addressed outside the European Union where the approximate delivery times reported on the website will not be the cause for a refund or any other solution, that is, the User/Buyer accepts that delivery times are only approximate and not decisive as a breach of these conditions.

Deliveries shall take place over the entire scheduled day, i.e, it is not possible to choose a time for delivery. Delivery shall take place when the sender deems opportune according to the daily route or other reasons. If, when placing the order, User/Purchaser enters a comment specifying a time for delivery, or requesting a telephone call before delivery, these comments will be taken as a suggestion, but never as a condition of delivery, because transport companies generally do not take times into account nor do they want to have to call each addressee.

Orders will be sent to the address provided by the customer. The name of the recipient is not a determining factor for delivery, i.e. the order will be delivered to the shipping address even if the name of the recipient is not known to the person receiving the package.

If the transport company sends an email or an SMS to the User/Purchaser to select a time range to make the delivery, that time will not be in any case of mandatory compliance, being taken as a suggestion.

If the User/Purchaser made two orders and asked us to join both orders in a shipment, the delivery time could be affected by adding some other day.

If the payment method is PayPal, the delivery time may be delayed if PayPal does not confirm the payment quickly.

An order will be considered as sent when it is delivered to the transport company, although sometimes CARDONA BALLESTER, S.L.-DOLLS&DOLLS sends orders on non-working days, which means that the order leaves the warehouse but has not yet been delivered to the transport company, so the transit time of a shipment starts to count when it is delivered to the transport company on a working day.

If the transport company arrives at the shipping address and there is no one who can receive the package, that company could choose to leave the package in a collection point for the buyer to go there to pick it up. In this case, the recipient will have the obligation to go to that collection point with their identity document to collect the package.

If the transport company (postal service or a private company) cannot deliver the order and is finally returned to origin, a solution cannot be given to this until the package is delivered to CARDONA BALLESTER, SL-DOLLS&DOLLS in its facilities in Meliana (Valencia, Spain). The solution will depend on the location of the shipping address of the order:
  A) In the European Union, CARDONA BALLESTER, S.L.- DOLLS&DOLLS will decide whether to resend the order or refund the money to User/Purchaser.
  B) Outside the European Union, CARDONA BALLESTER, S.L.- DOLLS&DOLLS will decide whether to resend the order or refund the money to User/Purchaser. The refund of the order to origin will have a cost of 7 euros for User/Purchaser, plus the corresponding customs expenses or other taxes that may apply. Therefore, in case of refund the money, the sum of the cost of the items will be returned, but not the cost of shipping or the cost of the return to origin, regardless of the reason for the return. In case of resend the order, User/Purchaser must agree to re-pay the current transport cost plus the generated cost of returning the order to origin.

The return to origin of a postal shipment that cannot be delivered at destination may take between 2 months and 1 year from the date of confirmation of the return, as it is a slow service, so it is strongly recommended that Users/Buyers be aware of the arrival of their order in their country, especially when it is a country outside the European Union because the shipment could be retained in Customs waiting for the payment of customs fees. It is important that Users/Buyers from outside the European Union monitor the tracking of their shipment through the website of the postal mail of their country and, if in doubt, ask CARDONA BALLESTER, S.L.- DOLLS&DOLLS. Users/Buyers should keep in mind that if they have to pay any customs expenses in their country, the package will be returned to origin if they does not do so quickly within the period allowed in their country.

Orders could be sent in several different shipments depending on the amount of items purchased and their volume, taking into account that transport companies have limits for each shipment, both in weight and volume. Therefore, in the destinations where customs fees are processed (outside the European Union, the Canary Islands, Ceuta and Melilla), the Customs of destination will process each package separately.

An order with shipment outside the European Union will be considered Delivered when the traceability of that shipment shows it. If there are several traceability links, it will be enough for one of them to show it as delivered. Shipments do not require a signature to be delivered, although in most cases it is delivered by hand, but if the delivery person in the area cannot deliver it to the recipient due to his/her absence or for any other reason, the delivery person could leave the package at the mailbox or in a place related to the delivery address (a very common way of delivering in certain countries or areas). For all this, the User/Purchaser accepts this form of delivery and also accepts that, if the traceability of the shipment shows it delivered, it will not be possible to claim against CARDONA BALLESTER, S.L.- DOLLS&DOLLS for not having been delivered, even if the traceability shows it as delivered outside the home, so CARDONA BALLESTER, S.L.- DOLLS&DOLLS will not be responsible if the recipient complains that the order has not been delivered.

*International deliveries:

If the customer is not at the address at the time of delivery and/or the telephone provided is not correct or goes unanswered and the transport company cannot deliver the order, User/Purchaser shall have 3 working days to contact the company before the goods are returned.

In such cases (if the goods were returned) the customer shall pay the costs of dispatch if they wish to receive the product again.

In postal shipments, because each country of destination has its own laws and regulations, it is possible that in some country the postal service asks the recipient for an extra payment for home delivery or even force the recipient to pick up the package at some address other than the shipping address. CARDONA BALLESTER, SL- DOLLS&DOLLS does not know which countries require that extra charge or that obligation to pick up the package at another address, so if the User/Purchaser wants to know in advance if this possibility exists in his/her country, he/her must be informed in the postal service of his/her country before making the purchase . Although there are very few countries where this happens, these extra costs are not included in the price of the item or in the shipping and must be paid at destination by the User/Purchaser if any. In addition, outside the European Union, CARDONA BALLESTER, SL- DOLLS&DOLLS will not be responsible for the operation of the country of destination in terms of delivery of the order, treatment of merchandise or processing of the collection of any extra charges due to customs charges or of another nature.

If the shipment of an order destined for outside the European Union is detained in the Customs of the destination country, CARDONA BALLESTER, SL- DOLLS&DOLLS will not be responsible for the delay in delivery times that this entails. Furthermore, if the package disappears at the Customs of the destination country, CARDONA BALLESTER, SL- DOLLS&DOLLS will not be responsible for this either, since it is something beyond the control of the transport company. Any problem that arises in the Customs of the destination country will be the responsibility of the recipient to resolve it by contacting the Customs of their country. Therefore, the User/Buyer agrees not to obtain a refund if the package disappears at Customs in their country or is delayed. However, CARDONA BALLESTER, SL- DOLLS&DOLLS will try to help if the User/Buyer or the transport company requests any document.

4. Price and Method of payment.

The purchase prices in force at the time the order is placed are those that appear on the screen, unless there is a typographical error. Prices shall indicate Value Added Tax (VAT) as contemplated by the Spanish government.

However, purchases made by residents in countries outside the European Union shall be exempt from VAT and subject to the payment of any corresponding import tax (customs clearance costs and import taxes are not included in the price of the article or in the price of dispatch and must be paid at destination by User as required).

Due to their special tax regime, the geographical areas of the Canary Islands, Ceuta and Melilla are treated like non-EU countries.

In general, any duty, tax, imposition or broker's commission accruing as a consequence of the purchase and sale of the products and any other expenses stemming therefrom shall be paid by User.

Shipping costs which appear on the screen shall be paid by User and shall depend on the destination, weight and volume of the package.

When User adds a product to the ‘Shopping Basket’, the cost of said product with VAT will appear in the description on the screen, unless the purchase is VAT exempt in which case said exemption shall be automatically taken into account on the basis of the personal data introduced by User before confirming the order. Payment of the price for the products purchased and the cost of delivery, which will appear on the screen, may be made by credit or debit card, bank transfer, PayPal, ..., depending on the destination, the shipping method and the amount payable.

CARDONA BALLESTER, S.L.-DOLLS&DOLLS hereby informs you that it will not accept payments by bank transfer from outside the European Union.

To proceed with payment, user must follow all the instructions that appear on the screen. If payment is made by credit or debit card, the required information will be: a) type of card; b) card number; c) expiry date; d) and any other information required on the screen.

CARDONA BALLESTER, S.L.-DOLLS&DOLLS has installed an electronic payment system in the form of a payment gateway provided by Banco Sabadell. All data provided for these purposes are encrypted to ensure maximum safety.

Additionally, CARDONA BALLESTER, S.L.-DOLLS&DOLLS hereby states that under no circumstances does it store or have any access to data provided by Users through the payment gateway and that data are only kept while the order is being place, payment is made and until the withdrawal period elapses. In the interests of providing greater safety for credit card holders there is a three-digit number on cards which serves as an identification code to verify the physical presence of the card during online transactions. This 3-digit number is printed on the back of the card (in the part reserved for the signature) immediately after the card number.

Then, as an additional safety measure, a window from your bank will appear by MasterCard SecureCode and Verified by Visa protocol asking you to supply additional data which is not printed on the card. This process is designed to prevent fraudulent transactions with credit cards.

Also, as another security measure for payments by PayPal, when CARDONA BALLESTER, S.L.-DOLLS&DOLLS has a suspicion of fraud having paid by this payment method, PayPal will be informed so that it is recorded in the PayPal user's file, without prior notice to the user.

Note: If you choose to pay by bank transfer the products chosen during the purchasing process will be reserved for three working days. To provide us with proof that the transfer has been ordered you can let us know on the contact form indicating your name, order number, amount and the date the transfer was ordered.

Even so, if the money has not been received in CARDONA BALLESTER, S.L.-DOLLS&DOLLS account in that period, attempts would be made to contact the user.

When making a bank transfer or deposit, the customer/user must indicate the order number or at least the full name of the person placing the order in the payment reference. If for any reason it was not possible to indicate that information at the time of the transfer or deposit, please notify CARDONA BALLESTER, S.L.-DOLLS&DOLLS as soon as possible indicating the day and time of the transfer order or deposit and the name, town and address of the originating bank.

When the Cash on Delivery payment option is selected, it is possible that the transport company offers the possibility of paying the customer/user in another way. If the customer/user finally pays the transport company in this other way, this will not mean the refund of the added costs of Cash on Delivery.

In orders with products on PRE ORDER and with payment by bank transfer, the number of days reported on the item page for the shipment will start to count as of the date of receipt of the transfer.

5. Withdrawal from orders.


➔ If the origin of the defect is the manufacturer's mould because, in that case, it is the usual quality of manufacture from that particular manufacturer. A manufacturer may have several moulds for the same article and therefore sometimes an article may be manufactured with a small defect and other times not, but this imperfection does not mean the article is defective.

➔ If the tonality of the article or any of its parts varies in intensity or in a slight change of color with respect to the image of the web, since there could be a difference from one manufacturing run to another, this being something normal in manufacturing . In addition, colors may vary somewhat depending on the screen used by each User/Purchaser.

➔ If the doll's legs are made of vinyl and one leg is longer than the other. This can occur due to the way of manufacturing with vinyl and depending on each manufacturing run. It is most striking when the doll is not wearing shoes, but for dolls that could stand, lameness is usually remedied by putting shoes on the doll. Although dolls need a stand to stay upright without falling, to be more stable it is better to wear shoes. This point is especially representative in dolls of about 30 cm in height made with the body and extremities in vinyl.

➔ Whether the doll's legs or arms are more distant or closer to the body or not symmetrical. This can occur due to the way of manufacturing with vinyl and depending on each manufacturing run.

➔ If the doll does not have stability to stand. Dolls made of vinyl need a stand or be supported by something so as not to fall. There are dolls that are more stable than others, there are even dolls of the same brand and category where some remain more stable than others, even if they are of the same reference. This is unavoidable when manufacturing with vinyl.

➔ If the doll's eyes are positioned asymmetrically. This can occur because it is manufactured manually, and it is possible that the eyes are crossed or have any other type of strabismus.

➔ If a doll has moving eyes (the eyes close when you lay the doll down) they may not work in sync and one eye may close or open more than the other. Additionally, one eye may need the doll to be tilted at a greater angle for it to close. This is due to manual placement of the eyes or the head mold itself.

➔ If the hair is sewn on the doll's head with different distances on each side of the face asymmetrically. Because it is made by hand, the distance between the eye on one side and the hairline may be different than the distance between the other eye and the hairline.

➔ If one eyelash is shorter or longer than the other. The eyelashes are usually made in long strips and are generally cut by hand, so there could be differences in length when comparing the two eyes of the doll. In addition, when they are fixed on the eyes, the hairs of the eyelashes could be oriented differently due to their handmade placement.

➔ Whether the movement of any doll joint is stiffer or softer. Or if the joints connecting the limbs to the body are more or less open, even if only on one side.

➔ If the freckles on the doll's face are different from the photo shown on the web. This is very common to occur because freckles are spray painted, so the finish of each doll is different: There may be larger, smaller, half-done, deformed or smudged freckles. The amount of freckles also varies.

➔ If the vinyl contains any black spots. Small dark spots may form in the vinyl during the manufacturing process that manufacturers do not consider defects.

➔ If the pattern of a fabric is different from the one shown in the image on the web. Many times the fabrics can undergo changes because the manufacturer no longer has access to the fabric was using, so the manufacturer will use a fabric as similar as possible.

➔ If the making of the fabric had different details, such as lace, applique, ...

➔ If the fabric has holes due to the fasteners placed by the manufacturers. The placement of these plastic tools is a common practice by many manufacturers to hold clothing or fabric accessories, which are likely to leave holes once removed.

User/Purchaser shall have a period of fourteen (14) calendar days according to the official calendar at the shipment destination, counting from reception by User/Purchaser of the purchased products to resolve the sale and purchase without incurring any penalty or cost whatsoever. In any event, it will be understood that User/Purchaser knows about the withdrawal right after accessing the website which requires these present General Terms and Conditions to be read and accepted and in any case from the moment the order is placed.

No returns are accepted from outside the European Union or any place that entails customs management. If, exceptionally, CARDONA BALLESTER, S.L.-DOLLS&DOLLS admits a return from that origin, it can not be made unless the User/Purchaser is responsible for the total expenses that CARDONA BALLESTER, S.L.-DOLLS&DOLLS must pay to any company or public body. Due to the customs procedure, this also applies to returns from the Canary Islands, Ceuta or Melilla. Taking into account that the expense of this type of returns with customs management can not be calculated by CARDONA BALLESTER, S.L.-DOLLS&DOLLS, it will not be possible to give a budget. In addition, the User/Purchaser is warned that, if a return is made and the cost of the customs procedure is higher than the amount to be refunded, CARDONA BALLESTER, S.L.-DOLLS&DOLLS may reject that shipment.

In the case of partial return of an order, if a discount was applied to the order based totally or partially on the part to be returned, the cost of the order without this part will be recalculated and the amount of the difference will be refunded (without taking into account the cost of shipping in this calculation and in the refund), so the discount may be smaller or disappear. If the order had free shipping when exceeding a certain amount, the cost of the order will be recalculated without the part to be returned and the difference will be refunded, so the shipping cost could be added, which was not charged at the time of purchase, and, therefore, reduce the amount to be refunded. If there is a partial return of the order, in no case will the shipping cost be fully or partially refunded.

CARDONA BALLESTER, S.L.- DOLLS&DOLLS informs that refunds by bank transfer (for orders paid by bank transfer or cash on delivery) will only be possible when the destination bank account is within the European Union and there is no currency exchange (the currency must be the euro).

The return procedure shall begin when User/Purchaser sends an e-mail request to [email protected] from the email with which made the purchase informing of the references and units that wants to return. Later, CARDONA BALLESTER, S.L.-DOLLS&DOLLS shall reply within 48 hours on working days, not holidays from the time the request is received assigning, as appropriate, a refund number.

When User/Purchaser has received the refund number or a reply to the e-mail the refund may be effected within fourteen calendar days following reception of the shipment to CARDONA BALLESTER, S.L.-DOLLS&DOLLS of the product to be returned (indicating the refund number, if assigned, or the customer’s name and the order number) to the following address: CARDONA BALLESTER, S.L., C/ Mosaiquers, 11 (Polígono Industrial La Closa), 46133 - Meliana (Valencia), Spain.

The cost of sending the product to be returned will be paid by the User/Purchaser.


➔ Products made according user specifications or clearly customised products.

➔ Products purchased by PRE ORDER.

➔ Downloadable products.

The buyer should bear in mind that dolls with eyes that are not mobile and have eyelashes, have eyelashes glued with a glue that is not strong to comply with current regulations. This means that, if the user pulls the eyelash or simply wets it, the eyelash could come off. In general, washing a doll is very delicate because it can cause paint wear or detachment of some part, so it is only convenient to wash the doll's vinyl or plastic in a very delicate way with a wet cloth that only contains water.

*If User /Purchaser chooses to pay cash on delivery and subsequently proceeds to return the order, CARDONA BALLESTER, S.L.-DOLLS&DOLLS will not refund the cost of this payment method.

*For shipments outside the Iberian Peninsula and the Balearic Islands User/Purchaser who withdraws shall pay administration costs and any customs fees due as a result of returning the order or article to the peninsula.

If any products are not received in good condition, User/Purchaser shall proceed as follows:

Accept the package and if the packaging itself is in poor condition it is very important to indicate on the transport company's delivery note the reason why you think the package is not in optimum condition. The transport companies do not allow the package to be opened for inspection and so this review must be done by observing the package without opening it.

Subsequently, after reviewing the package contents and verifying their poor condition, you must notify CARDONA BALLESTER, S.L.-DOLLS&DOLLS of the incident.

In postal shipments, if the package to be delivered is visibly very wet or very damaged or with alterations in the security seal (it can occur rarely for reasons beyond our control), the recipient must reject the package by telling the deliveryman what the cause is. In case of accepting the package and later checking that the items are damaged, the User/Purchaser will have the obligation to go to the transport company that made the delivery (before 7 days after delivery) to prepare a damage report, which must be sealed by the transport company . The User/Purchaser must send us this report by email so that we can forward it to the Spanish delegation of the transport company.

It is absolutely necessary that User/Purchaser send photos to CARDONA BALLESTER, S.L.-DOLLS&DOLLS of defects or damages where these are appreciated in detail. If the defect or damage is in the article malfunction or its assembly, then it will also be necessary for User/Purchaser to send a video showing clearly the problem at the time of assembly or operation. These photos and videos will assist to CARDONA BALLESTER, S.L.-DOLLS&DOLLS to value that it is really a defect or damage.

After that, and since each particular case has a better solution, CARDONA BALLESTER, S.L.- DOLLS&DOLLS will evaluate the best option to solve the incident by opting for one of the following solutions:

A) The manufacturer or distributor of the article will send to the User/Purchaser the damaged part of the article or the complete article in new condition, collecting before or not the article or its damaged part.

B) CARDONA BALLESTER, S.L.- DOLLS&DOLLS will send to the User/Purchaser the damaged part of the article or the complete article in new condition, collecting before or not the article or its damaged part. If the manufacturer or distributor must previously send that part or article to CARDONA BALLESTER, S.L.- DOLLS&DOLLS, this process could take some more time.

If the solution to an incident implies that CARDONA BALLESTER, SL-DOLLS&DOLLS had to send articles or parts of articles outside the European Union or any other place that involves customs procedures, if there were expenses of these customs procedures at destination, these will be paid by the recipient in its entirety.

In case the damaged item must be picked up before its replacement, CARDONA BALLESTER, S.L.-DOLLS&DOLLS will then ask the transport company to remove the package. When the package has been received, reviewed and its condition verified, the transport company will be sent to deliver an identical article. Hours or days may elapse between collection and new dispatch.

PLEASE NOTE: Products for return will not be accepted unless they arrive in perfect condition and in the original packaging.

We do not accept returns on products that have been used, altered or modified.

If User/Purchaser exercises their withdrawal right, CARDONA BALLESTER, S.L.-DOLLS&DOLLS will return the amounts received.

Notwithstanding the above, the right of withdrawal and/or to terminate is precluded in cases where the nature of the products purchased makes it impossible, without prejudice to the corresponding claim for damages.

In the cases in which the User/Purchaser says that the delivered order is incomplete, CARDONA BALLESTER, SL-DOLLS&DOLLS may request to the User/Purchaser an affidavit of what happened appearing before the police or City Hall, being a crime in case of falsification or lie. In the same way, if the User/Purchaser says that the order did not arrive after a reasonable time, CARDONA BALLESTER, SL-DOLLS&DOLLS will send an affidavit document by email to the User/Purchaser, which must be completed and signed by the User/Purchaser and returned by email to CARDONA BALLESTER, SL- DOLLS&DOLLS to process the complaint with the transport agency.

6. Communications between the parties - Customer Service.

For the purposes of these present General Terms and Conditions and for any necessary communication between CARDONA BALLESTER, S.L.-DOLLS&DOLLS and User, Users shall email the Customer Service Department (sending a message to the following address: [email protected]) or write to the Customer Service Department, CARDONA BALLESTER, S.L.- DOLLS&DOLLS at C/ Mosaiquers, 11 (Polígono Industrial La Closa), 46133 - Meliana (Valencia), Spain.

Either way, this communication must be in Spanish or English. If the User/Purchaser communicates in another language, CARDONA BALLESTER, S.L.- DOLLS&DOLLS might not understand it, which would lead to this communication being null and void and probably without response.

CARDONA BALLESTER, S.L.-DOLLS&DOLLS shall communicate with users in accordance with the data they provide when registering on the website. User accepts that CARDONA BALLESTER, S.L.-DOLLS&DOLLS can communicate through applications associated with the User's telephone number, such as WhatsApp or others. User expressly accepts the use of e-mails as a valid procedure for all communications in connection with use of the website and/or purchase of products.

7. Personal Data Protection Policy.

CARDONA BALLESTER, S.L.-DOLLS&DOLLS recognises the importance of protecting the website User's privacy and so it has developed a Personal Data Protection Policy which it hereby announces so that User may freely and voluntarily decide whether it wishes to provide CARDONA BALLESTER, S.L.-DOLLS&DOLLS with personal data that may be requested or obtained as a result of using this website and/or ordering any of the products offered on it.

CARDONA BALLESTER, S.L.-DOLLS&DOLLS reserves the right to amend its Personal Data Protection Policy unilaterally at any time without prior notification to ensure compliance with the legislation in force at all times.

The website contains information that may be of interest to minors under the age of 18. CARDONA BALLESTER, S.L.- DOLLS&DOLLS informs you that no minor is permitted to make any purchase and consequently CARDONA BALLESTER, S.L.- DOLLS&DOLLS shall not intentionally collect personal data from anyone under 18 and as necessary shall eliminate any data that may contain people under 18whenever it becomes aware of such circumstance.

To procure or purchase the products, Users must previously provide CARDONA BALLESTER, S.L.-DOLLS&DOLLS with certain personal data (name and surnames, e-mail address etc.) which CARDONA BALLESTER, S.L.-DOLLS&DOLLS shall process in order to formalise distance selling, manage, administer, provide, extend, improve and adapt the services offered on the website and for any promotional and advertising activities in its sector through any medium which may be of interest to extend and improve its products, tailoring its offers to user preferences and needs based on the study and segmentation of the personal and commercial information on its database as a consequence of user access to the website and to permit customised navigation. This database is owned by the business owner, CARDONA BALLESTER, S.L.-DOLLS&DOLLS.

Pursuant to Organic Law 15/1999 of 13 December on Personal Data Protection, users shall be entitled to access, rectify, cancel and block in accordance with the legislation in force concerning personal data collected as established in the above paragraphs, and for such purposes may write to the above contact address enclosing a photocopy of their National Identity Card, Passport or other equivalent identity document.

User expressly accepts that data gathered during navigation on the website or provided by filling in any form, as well as data deriving from the commercial relationship and/or delivery of products purchased, may be included in the aforementioned database.

During the data collection process and at each place on the website where said data are requested user will be informed by means of a hyperlink, or on the form itself of the obligatory nature or otherwise of said data collection for product delivery. The exception is the data required to place an order which CARDONA BALLESTER, S.L.-DOLLS&DOLLS hereby informs you is not voluntary, and in order to formalise the order, Users must provide their identity, address and the obligatory payment data in order to formalise and conclude the sale.

CARDONA BALLESTER, S.L.-DOLLS&DOLLS undertakes to respect the confidential nature of the data on its database and use them in accordance with the purpose of the database and to fulfil its obligation to safeguard them and adopt all measures to prevent their alteration, loss, unauthorised processing or access pursuant to Royal Decree 1720/2007 of 21 December approving the Regulations implementing Organic Law 15/1999 of 13 December on personal data protection.

CARDONA BALLESTER, S.L.-DOLLS&DOLLS hereby informs you that in order to provide the service contracted by User/Purchaser, personal details such as : e-mail, name, surname and address provided by User/Purchaser shall be transferred to the transport companies (GLS-General Logistics Systems Spain S.A. or postal delivery companies) in order to transport the material or product ordered by User/Purchaser. These personal data may also be transferred to CARDONA BALLESTER, S.L.-DOLLS&DOLLS suppliers or to the manufacturers of the items in order to solve any problems or doubts that may arise.

CARDONA BALLESTER, S.L.-DOLLS&DOLLS could make a draw among the buyers of its website, so in that case, CARDONA BALLESTER, S.L.-DOLLS&DOLLS could publicly show the names and surnames of the winner and substitutes of the draw on their social networks.

By accepting these present terms and conditions it is understood that user or purchaser expressly authorises CARDONA BALLESTER, S.L.-DOLLS&DOLLS to process their data exclusively for the aforementioned purposes.

CARDONA BALLESTER S.L. (the “Company”) is an Organisation that processes personal data, this activity means the Company has significant responsibility in the design and organisation of procedures to ensure they comply with the law in this matter.

In the exercise of these responsibilities and with the aim of establishing the general principles that must govern the processing of personal data, the Company has approved this personal data protection policy, notified its Employees and made the policy available to all its stakeholders.

A) Purpose

The personal data protection policy is a proactive responsibility measure intended to ensure compliance with the applicable and related legislation on this matter and respect for the right to honour and privacy in the processing of the personal data of anyone connected to the Company.

This personal data protection policy establishes the principles governing data processing in the Company and consequently, the procedures, organisational and safety measures that persons affected by this Policy undertake to implement in their areas of responsibility. For that purpose, the Management will assign responsibilities to the staff who participate in data processing operations.

B) Sphere of application

This personal data protection policy shall apply to the Company, its directors, managers and employees and everyone connected to it, expressly including service providers with access to data (“data processors”).

C) Personal data processing principles

As a general principle, the Company shall scrupulously comply with the legislation on personal data protection and shall be able to demonstrate as much (Principle of “proactive responsibility”), paying particular attention to any processing that may mean a greater risk for the rights of those affected (Principle of “risk focus”).

In relation to the above, CARDONA BALLESTER S.L. shall ensure compliance with the following Principles:

➔  Lawfulness, loyalty, transparency and restriction of purpose. The affected party shall always be informed of data processing, through clauses and other procedures; and data processing will only be considered legitimate if there is consent (with particular attention to minors), or has another valid legitimation and the purpose of the same is compliant with the Regulation.

➔   Data minimisation. Processed data shall be appropriate, relevant and restricted to what is necessary in relation to the processing purposes.

➔  Accuracy. Data will be accurate and as necessary, updated.  In this regard, the necessary measures will be adopted to eliminate or rectify without delay personal data which is inaccurate for the processing purposes.

➔  Limitation of the retention period. Data will be kept in a manner that permits identification of the interested parties for no longer than is necessary for processing purposes.

➔  Integrity and Confidentiality. Data will be processed in a way that guarantees appropriate safety of personal data, including protection against unauthorised or unlawful processing and against the loss, destruction or accidental damage to data, by applying the appropriate technical and organisational measures.

➔   Data transfers. It is forbidden to buy or obtain personal data from illegitimate sources or in cases where said data have been gathered or transferred in breach of the law or their legitimate origin is not sufficiently guaranteed.

➔  Contracting suppliers with access to data. Only suppliers that offer sufficient guarantees for the application of appropriate technical and safety measures for data processing will be selected.  The Agreement duly signed in this regard with these third parties will be recorded.

➔   International data transfers.  Any personal data processing subject to European Union regulations that involves a transfer of data outside the European Economic Area shall be carried out in strict compliance with the requirements established in the applicable law.

  Rights of affected parties. The Company shall facilitate to all affected parties the exercise of their rights to access, rectify, eliminate, restrict and object to data processing and their right to data portability, establishing for that purpose internal procedures and in particular, models for exercising said rights as necessary and opportune, which shall satisfy at least the applicable legal requirements in each case.

The Company shall ensure that the principles listed in this personal data protection policy are taken into account (i) in the design and implementation of all work procedures, (ii) in the products and services offered (iii) in all the contracts and obligations formalised and undertaken and (iv) in the introduction of any systems and platforms that permit access of employees or third parties and/or the collection or processing of personal data.

D) Employees' commitment

Our employees have been informed about the present Policy and state they are aware that personal information is one of the Company’s assets and in that respect they will follow the policy and undertake the following:

*        To do the training in data protection awareness that the Company makes available to them.

*       Apply security measures at user level that are applicable to their work station, without prejudice to any liabilities for their design and implementation that may be attributed to them in relation to their role within CARDONA BALLESTER S.L.

*       Use the formats established for the exercise of rights by affected parties and notify the Company immediately so that the response can be made effective.

Inform the Company as soon as they become aware of any deviations from this Policy in particular “personal data safety infringements” using the format established for the purpose.

E) Inspection and evaluation
An annual verification, evaluation and appraisal will be carried out each year, or whenever there are significant changes in data processing, on the effectiveness of the technical and organisational measures to ensure the security of data processing.

8. Copyright and brands.

The content and products on the DOLLS&DOLLS website are protected and total or partial reproduction is expressly prohibited without the consent of the holder or owner of said rights.

9. Product differences.

The articles in DOLLS&DOLLS may show small differences between the image of the product and the product sent, but they will be minimal. For example: Shoe colour, fabric colour or pattern or making of the fabric, color intensity of the vinyl or plastic, etc. You are hereby informed that if these variations are very prominent, we will try to include this information in the description of the article.

10. Disclaimer for automatic translation.

Our website has two official language versions: Spanish and English. The rest of the versions are automatic translations without human intervention to try to provide a basic idea of the content in the User/Purchaser's language.
The discrepancies or differences that may appear in the result of the automatic translation to the rest of the language versions (all except Spanish and English) will not be binding and will not have legal effects in terms of compliance or application.
CARDONA BALLESTER, S.L.- DOLLS&DOLLS does not guarantee accuracy nor is it responsible for possible errors.
In order for the User/Purchaser to have certainty regarding the accuracy of the information contained in the automatically translated version, they must consult the official version in Spanish or English of said content, especially before placing an order on our website.

11. Disclaimer for automatic currency conversion.

Our website only processes orders in euros. The possibility of changing the currency during navigation is offered, but, when the order is being finalized, it will automatically change to euros.
The conversion to other currencies (different to the euro) is automatic and only approximate, so CARDONA BALLESTER, S.L.- DOLLS&DOLLS does not guarantee the accuracy nor is it responsible for possible errors.
In order for the User/Purchaser to have certainty regarding the price of the items or services, they must consult our website in the Euro currency.

12. Disclaimer for comments/opinions.

Buyers will receive an email several days after having made the purchase in order to leave their opinion, which will be published on our website on the corresponding product page.
In addition, Readers of our blog will be able to leave their comments on our publications.
CARDONA BALLESTER, S.L.- DOLLS&DOLLS reserves the right not to publish opinions or comments, as well as to edit them to adapt their size, modify inappropriate language, eliminate links... We also reserve the right to eliminate the opinion or comment without the permission of the Users/Purchasers or to refuse to remove it at their request.

13. Dispute Resolution

Online dispute resolution in consumer matters in accordance with Art. 14.1 of Regulation (EU) 524/2013: The European Commission provides an online dispute resolution platform that is available at the following link: .

14. Laws and applicable jurisdiction.

These present General Terms and Conditions and any Particular Terms and Conditions that may be established, shall be construed and governed by Spanish law. The parties expressly submit to the courts and tribunals of the city of Valencia (Valencia - Spain) to resolve any legal dispute arising out of the interpretation and/or compliance with these General Terms and Conditions and any Particular Terms and Conditions, and expressly waive their entitlement to any other venue.

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