Over the past decade, we have officially stated that we do not accommodate eye or wig changes when purchasing a Smart Doll. Despite this, we have been facilitating these swaps upon request, based on availability, and asked customers to keep this arrangement confidential to maintain workflow efficiency and manage the volume of requests.
Unfortunately, this confidentiality has not always been upheld, leading to an unsustainable increase in customization requests. The additional processes involved in swapping wigs and eyes are complex and necessary to ensure that customers receive the specific modifications they requested. This has become increasingly challenging to sustain.
Some of the reasons these customization requests have become unsustainable include the need to reset the eyes in the dolls' heads - a process usually completed before release to streamline workflows. Additionally, issues with availability or customers not providing specific preferences often lead to extensive back-and-forth communication, further straining our resources. For instance, we may receive an email requesting an eye swap from a customer using a different name and email address without supplying an order number. This complicates our process as we must pause many orders to ensure that we do not mistakenly fulfill an incorrect request.
Consequently, we regret to inform you that we are no longer able to accept requests to swap out wigs or eyes. Moving forward, any orders requesting such customizations will unfortunately have to be canceled, as we can no longer fulfill these specific requests.
We acknowledge the desire for specific eye and wig preferences but have not been able to offer these as standalone purchases due to the extensive preparation involved. We understand other creators such as Leisure of Dolls and Doll of a Kind provide excellent alternatives, and we encourage exploring these options.
We also acknowledge esteemed doll makers such as Volks, for example, offer full customization at no extra cost. This could be a more suitable alternative for those seeking bespoke modifications without the burden of additional charges.
We are currently reviewing how to better manage and potentially accommodate customization requests in the future. Please stay tuned for more information as we consider various approaches to meet your customization needs while ensuring the sustainability of our operations.
