Terms and Conditions for Custom Orders
By placing a Custom Order with 'Los Bebés de Clau,' you agree to all the terms and conditions detailed below:
1. Reservation Process and Payments
1.1 To request a custom order, you must secure your spot by paying an initial deposit (the amount is specific to each baby).This reservation payment is NON-REFUNDABLE under any circumstances. This policy is strictly enforced because the deposit is immediately allocated to purchasing the specific materials for your baby from international suppliers and to reserving a dedicated slot in my production schedule.
1.2 The remaining balance, including shipping costs, must be paid within a maximum of one month after the baby is completed. For example, if your baby is finished on January 20th, the final deadline for payment will be February 20th
1.3 If the remaining balance is not paid within the specified timeframe, the baby will be listed as available for the general public and may be purchased by anyone else. As previously stated, the initial reservation deposit is strictly non-refundable and will not be returned under these circumstances.
2. Production Times
2.1 Delivery times are estimates only and may vary depending on the complexity of the design or the availability of imported materials. I will keep you informed of the progress; however, no cancellations will be accepted due to delays inherent to the handcrafted nature of the product. At the time of your order, I will provide an approximate timeframe. For example: "I will begin painting your baby in October, and it will be ready approximately by mid-November."
2.2 It is your responsibility to manage and organize your payments within the agreed timeframe.For your convenience, you may choose to make partial payments (installments) toward the remaining balance during the months leading up to your baby's completion.
2.3 At the time of placing your order, we can agree on the specific month you would like your baby to be finished.I will inform you of the earliest available slot in my schedule; however, if you prefer a later date, you may request it to better suit your needs.
3. Process and Customization
You may personalize the following features for your baby: skin tone, hair color (painted or rooted), the direction and style of painted hair, eye color and placement, specific skin details (such as birthmarks or mottling), and gender. Please note: If any of these specifications are not provided at the time of the order, I will complete the baby according to my own artistic judgment and style.
3.2 Any specific skin details you wish to add must be consistent with the age represented by the kit. To maintain the artistic integrity and realism of the piece, features like mottling, redness, or skin texture will be adapted to reflect whether the baby is a newborn, a preemie, or an older infant. For example: I cannot paint freckles on a newborn, as freckles typically do not appear until a child is between 1 and 2 years old.
3.3 The baby's clothing, blanket, pacifier, and extra accessories are NOT customizable. You may only choose whether they will be for a boy or a girl. If you have a favorite color, you may let me know, and I will do my best to find clothes and accessories in those tones.
3.4 While I am working on your baby, I will send you progress photos.This allows you to follow the creation process and request adjustments to any specific details. Please feel free to ask me anything during this stage; this is the best time to ensure every detail is to your liking.
3.5 Once you have confirmed that you are satisfied with the baby’s appearance and no further modifications are requested, I will proceed to assemble the baby and take professional photos. I will send these final photos to you as notification that your baby is complete. From that day forward, you will have exactly one month to finalize the remaining payment.
4. The Reborn Baby
4.1 What you see in the photos and videos is exactly what you will receive. My photos and videos are intended to show the dolls as faithfully as possible to reality—from the skin tone to the finest details. You are welcome to request as many additional photos or videos as you need to feel confident in your purchase.
4.2 Each baby is a unique, hand-painted work of art. Therefore, slight variations in skin tones, details, or hair placement may occur when compared to any reference photos provided. Small, unintentional marks may also appear during the painting process; these variations are part of the handcrafted value and are not considered defects, as they do not affect the baby’s overall aesthetic. Should any imperfection be significant or noticeable, I will inform you and provide options to cover or resolve it.
4.3 Regarding silicone babies, small bumps, points, or similar textures may be present. These details are due to the inherent nature of the silicone material (which is not a perfectly flat canvas, but a handcrafted product). These are not considered imperfections; rather, they are part of the naturally imperfect skin texture of a real baby.
5. National Shipping (Chile)
5.1 Home delivery will only be processed once the baby is paid in full. Similarly, if you choose the free local pickup option (Santiago, Chile), the exact pickup address will only be provided after the full payment has been confirmed.
5.2 Domestic shipments within Chile are sent via Chilexpress on a "collect on delivery" (por pagar) basis, meaning you will pay the shipping fee directly upon receiving the package. If you prefer the shipping to be prepaid, please let me know, and I will charge you the corresponding amount based on the transport company’s online shipping calculator.
5.3 Shipments via Chilexpress typically take between 1 to 3 business days to arrive, depending on your location. In the event of a delay, I will file a formal claim with the carrier and keep you informed of any updates. Please understand that any delivery delays are the sole responsibility of the transport company and are beyond my control.
5.4 The carrier (Chilexpress) is responsible for any eventualities, such as loss or damage, and will issue a refund if necessary. To date, I have never encountered such an issue, and all experiences with Chilexpress have been positive. Should an incident occur, a formal claim must be filed with them. We must then wait for the carrier’s stipulated timeframe to receive a resolution and the corresponding refund.
5.5 All shipments via Chilexpress are sealed with red security tape, which identifies the contents as a high-value and/or collectible item. This tape is tamper-evident: if the box is opened, the red tape will scrape away to reveal a green color underneath, indicating that the package has been altered. Important: If you notice this green color upon delivery, DO NOT open the box. You must file a claim with the carrier immediately so that a refund can be processed if necessary. If you open a tampered box without filing a report, Chilexpress will not be held liable for any loss or damage, as they cannot verify if the alteration occurred during transit or after delivery. Consequently, I will not be able to issue any refunds under these circumstances.
6. International Shipping
6.1 The shipping price is not included in the commission fee for the baby. Shipping must be paid separately. You can check the current rates by clicking the button below:
6.2 Shipments are processed only on WEDNESDAYS. Please note that your baby will only be shipped once the full payment has been confirmed and cleared.
6.3 International shipments will be delivered to the address provided by the customer. It is the customer’s sole responsibility to provide accurate and complete shipping information, including full name, delivery address, postal/zip code, phone number, and email address.
6.4 International orders are shipped via FedEx, with an estimated delivery time of 2 to 15 business days, depending on the destination country.
6.5 The estimated delivery time does not include potential delays at the destination country's customs office. The time a package remains in customs depends entirely on each country’s regulations and the time of year (such as holiday seasons). Please be aware that any delays in the delivery date are beyond my control, as they depend on the various parties involved in the transportation and customs clearance process.
6.6 All shipments are fully insured and include a tracking number for your peace of mind.
6.7 Each country may apply import taxes or customs duties, which must be paid by the customer. It is the customer’s responsibility to stay informed about their country’s specific import policies. If a tax payment is required, you will be notified by the local transport company in the destination country, and the status will also be reflected in the shipment’s tracking information.
6.8 The transport company (FedEx/Carrier) is responsible for any eventualities, such as loss or damage. A refund will be issued if necessary once their internal investigation is complete (please note this process may take several weeks). In the event of a confirmed loss and once the carrier’s investigation is finalized, I will proceed to refund the USD amount paid to the same PayPal account used for the transaction. Please be aware that I will refund the exact amount I received, but I am not responsible for the commissions or fees deducted by the payment platform (e.g., PayPal’s transaction fees). Example: If you paid $800 USD, I will issue a refund for $800 USD. However, after the platform deducts its processing fees (approximately 8% in some cases), you would receive approximately $736 USD in your account.
6.9 If for any reason the shipment cannot be delivered to its destination, the carrier will proceed to return the package to the sender (me). This return process may take several weeks. Once the baby has been received and inspected by me, we will seek the best solution for both parties. Possible solutions may include, but are not limited to: a) Arranging a new shipment (with or without additional shipping costs), b)A refund of the amount paid, following the terms explained in the previous section (6.8). The final resolution will be agreed upon with the customer, taking into account the specific circumstances of each case.
6.10 When making an international shipment, the package is subject to the regulations of the customs authorities in the destination country. Although it is not frequent, Customs reserves the right to open and inspect the contents of any package at random. Los Bebés de Clau is not responsible for delays, damages, improper handling, or the loss of accessories resulting from the intervention of customs agents. My commitment is to pack your baby with the maximum protection possible to minimize risks; however, any damage caused by government third parties falls outside of my financial and management responsibility. It is the customer's responsibility to be informed about their country's customs policies before making a purchase. While I cannot cover damages caused by customs, I am always available to provide advice on how to potentially repair minor details if such an unfortunate event occurs.
7. Return Policy
7.1 Due to the custom and artistic nature of reborn babies, I do not accept exchanges or refunds once the creation process has begun or after the product has been delivered.
7.2 If, upon receiving your baby, you decide you would like to request extra modifications (for example, adding more hair, adding a birthmark, etc.), I am sorry, but I do not perform additional work once the reborn baby doll has been finished.And that happens at the moment I assemble the baby and send you its final photos. That is why it is important that you tell me everything you would like while I am still working on your baby and sending you the process photos.
8. Care and Responsibility
8.1 The reborn babies from Los Bebés de Clau are collector’s items intended for adults. They are not toys. They contain small parts and delicate materials that require careful handling. Each reborn baby is delivered in perfect condition. I am not responsible for any damage to the reborn baby resulting from improper or inadequate handling.
8.2 All my babies are delivered with a very detailed care guide, and it is the customer's responsibility to read it and follow the advice provided. Should you have any questions, you can always contact me. If you follow the instructions in said guide, your reborn baby will remain in perfect condition for many years.