Help & Support
Frequently Asked Questions
Find answers to the most common questions about our products, orders, shipping and more.
Orders & Products
Learn about our products, order processand avaiability
How long does it takes to make my order?
Every KamiJoyToy piece is handmade, so the time needed depends on the product and whether it is made to order or already available. Ready-to-ship items are dispatched after your order is placed, while custom creations may take longer.
The estimated production time will be provided for each made-to-order item or confirmed with you before we begin.
Are your products handmade?
Yes! Every KamiJoyToy creation is handmade with care in my home studio in France. From crocheted dolls and toys to flowers, accessories and other unique creations, each piece is made individually rather than mass-produced.
Because of this, small variations in shape, colour or details are natural and make every piece truly one of a kind.
What matterials do you use?
I carefully choose materials based on the type of product. For my dolls and toys, I currently use high-quality cotton yarn, soft holofiber filling, metal wire for flexible parts, and securely attached eyes. Specific materials are listed on each product page.
I always aim to choose materials that are comfortable, durable and appropriate for the intended use of each creation.
Are your toys safe for children?
Safety is very important to me. Each children’s toy is made with care, and I always ask myself: “Would I be happy to give this to my own child?”
Our dolls are currently recommended for children aged 3 years and older. They may contain small components or flexible wire parts, so they are not suitable for children under 3. Please follow the age recommendation and product-specific safety information provided on each product page.
Handmade toys should also be used under appropriate adult supervision, especially by younger children.
Custom & Personalised Orders
Have something special in mind? Here’s what you need to know about custom orders.
Can I request a custom design?
Absolutely! I love creating unique pieces based on your ideas. If you have a specific character, colour combination, style, or special idea in mind, feel free to get in touch. We can discuss your vision and see how I can bring it to life as a handmade creation.
How does the custom order process work?
The process is simple:
1. Share your idea — Tell me what you have in mind and, if possible, send photos, sketches, colour references, or other inspiration.
2. Discuss the details — We’ll agree on the design, size, colours, materials, and any special details.
3. Confirm the order — Once we agree on the design and price, your order is confirmed and I can begin creating your piece.
4. Handmade with care — Your item is made especially for you, so please allow additional time for custom orders.
5. Ready to go — Once your creation is finished, it will be carefully prepared and shipped to you.
Can I choose the colours and materials?
Yes, whenever the design allows it. You can usually choose from available yarn colours and discuss different material options with me before your order is confirmed.
Please keep in mind that the final result may vary slightly from colours shown on a screen or in photographs, and some materials or colours may not always be available. I’ll always discuss suitable alternatives with you before making any changes.
Do you accept returns on custom orders?
Because custom and personalised items are made specifically for you, they generally cannot be returned or exchanged simply because you have changed your mind.
However, if your order arrives damaged, defective, or significantly different from the agreed design, please contact me as soon as possible so I can help resolve the issue.
Before I start a custom piece, we’ll make sure that the important details of the design are agreed upon, so you can feel confident about what you’re ordering.
Shipping & Delivery
Information about shipping times, costs and international orders.
Where do you ship to?
We currently ship within France / throughout the European Union.
If you’re not sure whether we can deliver to your country, please get in touch before placing your order and I’ll be happy to check.
How much does shipping cost?
Shipping costs depend on the destination, size and weight of your order. The exact shipping cost will be shown at checkout before you complete your purchase.
For some orders, free or reduced shipping may be available. Any applicable shipping offers will be clearly displayed on the website.
How long does delivery take?
Delivery time depends on your location and whether your item is ready to ship or needs to be handmade first.
For ready-to-ship items, orders are usually dispatched within 1-2 business days.
For made-to-order and personalised items, please allow additional time for the creation of your piece.
Once your order has been shipped, the estimated delivery time depends on the destination and shipping service selected at checkout.
Please note that delivery times are estimates and may occasionally be affected by postal delays or circumstances outside our control.
Do you offer tracking?
Yes! Tracked shipping is available for all orders. Once your order has been dispatched, you’ll receive a shipping confirmation with your tracking information so you can follow your package.
If your shipping method does not include tracking, this will be indicated at checkout.
Returns & Refunds
Need to make a return? Find out how it works and what to expect.
What is your return policy?
We want you to be happy with your KamiJoyToy purchase. If you are a consumer residing in the European Union, you generally have the right to withdraw from your purchase within 14 days of receiving your order, without giving a reason.
To qualify, the item must be unused and in its original condition, with the original packaging where reasonably possible. Return shipping costs are the customer’s responsibility unless otherwise required by law.
Please contact us before returning any item. We will provide you with the return instructions.
How long do I have to return an item?
For eligible purchases, you have 14 days from the date you receive your order to notify us that you wish to exercise your right of withdrawal.
If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery and include your order number, a description of the issue, and clear photographs of the product and packaging.
How do I get a refund?
Once your return has been approved and the item has been received and inspected, your refund will be issued to the original payment method.
For Stripe payments, refunds typically take 5–10 business days to appear, depending on your payment provider. PayPal refunds are subject to PayPal’s processing times.
For eligible returns, the refund includes the purchase price of the returned item and, where required by law, the original standard shipping costs. Return shipping costs are generally the customer’s responsibility.
Are custom orders refundable?
Because custom and personalised products are created specifically for you, they are not eligible for cancellation, return, or refund under the 14-day withdrawal right once production has begun, unless otherwise required by applicable law.
This includes:
- Custom colour combinations
- Personalised names or text
- Special design modifications
- Made-to-order items created specifically for you
- Products modified according to your specifications
Please review all customization details carefully before placing your order.
If a custom item is damaged, defective, or incorrect, please contact us within 7 days of delivery. Depending on the situation, we may offer a replacement, repair, partial refund, or full refund.
Safety & Materials
We care about quality and safety. Learn more about our materials and construction.
What materials do you use?
use a variety of carefully selected yarns depending on the creation, including cotton, acrylic, wool and blended yarns. My handmade pieces may also contain holofiber filling, safety eyes with locking washers, embroidered details and, in some designs, metal wire.
The exact materials used for each creation are listed in its product description. If a product contains wire or other specific components, this will be clearly indicated.
Are your products safe for your children?
Not all KamiJoyToy products are children’s toys. Some creations are designed primarily as decorative pieces or accessories, while some can also be used for play.
For products that are suitable for children, the recommended age is stated on the individual product page. Age recommendations may vary from product to product, including some items suitable from 6 months+.
Please always follow the age recommendation and product-specific information. Some creations may contain small parts or wire and may not be suitable for younger children.
Do you test your products?
Every handmade creation is carefully checked before it leaves the studio.
For products intended for use as toys, I carry out mechanical and physical checks and inspect the finished piece to make sure that the details are properly attached and that the product functions as intended.
I do not currently hold specific toy safety certifications or laboratory testing certificates. For this reason, I provide product-specific age and usage information rather than making a general safety claim for every KamiJoyToy creation.
Are your materials eco-friendly?
I choose materials thoughtfully and make each creation individually rather than mass-producing large quantities.
However, I don’t currently make a general claim that all KamiJoyToy materials are organic, recycled or fully eco-friendly. Different products use different materials, and their environmental characteristics can vary.
Where a particular material has a specific environmental or sustainability certification, this can be stated in the individual product description. For now, I prefer to be transparent rather than describe all of my materials as “eco-friendly.”
Care Instructions
Keep your handmade treasures looking their best for longer.
How do I clean my toy or accessory?
All KamiJoyToy creations should be washed gently by hand when cleaning is necessary.
Use cool or lukewarm water and handle the item gently. Avoid rubbing, twisting or wringing the piece, as this may affect its shape or individual details.
After washing, carefully remove excess water and allow the item to dry completely naturally before using or storing it.
If a particular creation requires special care because of its materials or construction, specific instructions will be provided in the product description.
Can I wash it in a washing machine?
No. Machine washing is not recommended for KamiJoyToy creations.
All products should be washed by hand to help protect the shape, stitching, colours and individual components of the handmade piece.
How should I store it?
KamiJoyToy creations can be stored normally indoors in a clean and dry environment.
Keep them away from excessive moisture and prolonged direct sunlight. Before storing a washed item, make sure it is completely dry.
Does the colour fade over time?
The colours of handmade pieces can naturally change over time. In particular, prolonged exposure to direct sunlight can cause colours to fade.
To help preserve the original colours, we recommend keeping your creation away from strong or continuous sunlight.
With gentle care and appropriate storage, your KamiJoyToy piece can remain beautiful for many years.
Payments & Other Questions
Find answers to questions about payment methods and anything else
What payment methods do you accept?
We accept secure online payments through Stripe.
Depending on your location and the options available at checkout, you may be able to pay using Visa, Mastercard, American Express and other payment methods supported by Stripe, including eligible digital wallets.
The payment options available to you will be shown at checkout before you complete your purchase.
Your payment is securely processed by Stripe. KamiJoyToy does not receive or store your full card details.
Still have a question?
Can’t find what you’re looking for? Feel free to contact me!