Your questions, answered.

No. Doll outfits and accessories are sold separately from dolls. Check the product images and description for the pieces included in each set.

Our 20 cm outfits are intended for standard 20 cm cotton dolls and should generally fit that size. If your doll has an unusual body shape, contact us before ordering. If an outfit cannot be put on as described, let us know so we can check the problem.

Contact support@sproovia.com promptly after discovering a problem, with your order number, a description and relevant photos where reasonably available. We may request reasonable additional information to assess the issue. For a confirmed problem, we provide an appropriate full refund for the affected item, or an agreed proportionate partial refund for a smaller issue. We do not offer exchanges as a store service; any remedy required by applicable law remains available. Approved refunds are issued within 30 calendar days with an email confirmation, or sooner where applicable law or mandatory platform rules require. See our refund policy for the full terms.

Contact us before sending anything back. Our support team will assess the case and confirm whether a return is required, subject to your applicable rights. If needed, we provide the designated return address and shipping instructions. For a confirmed fault or other error on our part, we cover reasonable return shipping costs and explain the arrangements in advance. We do not accept change-of-mind or personal-preference returns, except where applicable law or mandatory rules of the platform used for your order require them. See our refund policy.

Doll outfits dispatch within 7 calendar days. After dispatch, estimated transit is 6–12 calendar days with Economy Shipping, 5–8 with Standard Shipping, or 3–5 with Express Shipping, for the United States, Canada and Australia. Add preparation and transit time together; these are estimates rather than guaranteed arrival dates. Shipping charges: Economy US$9.90, free on orders of US$49 or more; Standard US$39, free on orders of US$99 or more; Express US$99. Your total is shown at checkout. Outside these three countries? Email hello@sproovia.com before ordering and we’ll quote shipping. If we cannot dispatch as agreed, we will offer revised timing or cancellation with a full refund. We handle carrier investigations and refunds for confirmed lost parcels. See our shipping policy.

Yes. You can enquire about a single cotton doll of your character. Share your idea and any size or style preferences; we review each project individually.

Yes. We welcome original characters and fursonas. Show us the ears, tail, markings, expression and other features that matter most; we discuss how to adapt them for fabric and embroidery before confirming the project.

Yes. Send clear photos of the face and hairstyle (front and side if you can), plus any outfit or accessory you’d like. Our illustrator turns them into a chibi doll design for you to approve. If the doll is of someone else, please make sure they’re okay with it.

We offer approximately 10 cm, 20 cm and 40 cm sizes and can discuss other sizes and body types. Hair and proportions affect finished height. Choose a soft unstructured doll or an internal poseable armature at the same package price. Pose range and sitting stability depend on the body type; independent standing or every pose is not guaranteed.

Most cotton doll hair styles are possible: short plush, several kinds of faux rabbit fur, curly fur, shaggy faux fur, hair pieces, embroidered hair pieces and heat-resistant fiber hair for very long styles. Some need brushing and styling, others are easy to care for. Tell us your character, budget and how much styling you want to do, and we’ll suggest the best fit.

Yes, you can pick the hair color from our partner studio’s fabric swatches. Highlights, two-tone hair and ahoge (a single cowlick strand) are harder to make well, so they aren’t a standard option. If one really matters to your character, tell us and we’ll check case by case.

You can start an enquiry with an idea or artwork you have permission to use; no specialist cotton-doll design sheet is needed. Before design starts, we normally need clear front and back references of the head, including complete facial details.

• Point out the features that must be preserved: expression, fringe, colour placement, ears, tail, markings or accessories.
• Pick a body type on our custom doll page, or let us suggest one. Size and body type are confirmed together.
• Tell us your destination and any important date.

Email private references to hello@sproovia.com or use our agreed channel. We share only the materials needed by your project specialists and ask separately before public display. See our project terms.

See what to send for a cotton doll commission.

Add a link to your enquiry or email images to hello@sproovia.com, using materials you own or have permission to use for the project. We share necessary references with the specialists working on your commission. We ask separately before publicly displaying your character, references or finished commission. You can also use the contact channel we agree on together.

Founding client prices, for quotes issued by Dec 31, 2026: from US$129 for an approximately 10 cm doll, US$199 for 20 cm and US$349 for 40 cm. From Jan 1, 2027, regular prices start from US$159, US$249 and US$429. Each includes Standard Shipping to the US, Canada or Australia. Shipping to other countries is quoted separately. Starting prices are for a simple design; see what makes a quote higher below. Share your idea and budget, and we’ll suggest what fits. We confirm your character details, agreed scope, delivery destination and total before payment.

Each package includes doll artwork, an embroidery layout, the finished doll, an optional poseable armature at no extra charge, 3 revision rounds per design stage, a doll swaddle blanket and one complimentary everyday outfit in your doll’s size, chosen with you before your doll ships. Custom outfits aren't included: each is quoted separately, from US$39, and made after your doll so they ship together.

Your design starts with a US$29 design deposit, credited in full when you order your doll within 90 days of approving the artwork. Before production, we confirm the scope, destination, tax coverage and latest dispatch date, and you pay the balance. A written quote is valid for 14 days, and your price is locked once you pay.

Read what to check in your quote.

Starting prices cover a simple design. Anything beyond that is quoted higher, for example detailed eyes or color gradients, fursona features such as ears, tails, horns and markings, hair pieces, long heat-resistant fiber hair, and embroidery on the body. Every character is different, so we quote each one individually and tell you exactly what’s included before you pay.

When you’re ready to start, a US$29 deposit covers a design consultation with Alex and your doll artwork. We talk through the style you want, then match you with an illustrator who fits it. Your first doll artwork arrives within 3 calendar days after your deposit, complete references and an agreed brief, with up to 3 revision rounds. If the style isn’t right, we can switch to a different illustrator.

The full US$29 is credited toward your doll when you order within 90 days of approving the artwork. It is fully refundable until your first doll artwork is delivered, and non-refundable after that. If you decide not to order a doll, you keep a watermarked preview of your design; the full artwork file comes with your finished doll.

Already have a complete front-and-back doll design? No deposit is needed: we quote your doll directly, with US$10 off.

No. It starts a conversation with Alex. We discuss your idea and the project details before you decide to go ahead. Partner studios make the agreed piece, with Alex coordinating the details.

You review the doll artwork and embroidery layout separately, with up to 3 rounds of customer-requested revisions for each stage within the agreed brief and before approval. Corrections for our failure to follow the agreed requirements do not count toward these rounds. Additional in-scope revisions before approval cost US$9.90 for a set of 3 rounds. We confirm which stage they cover and any effect on timing before you purchase them. Changes to the brief or requests after approval require a separate agreement on feasibility, cost and timing; changes are generally unavailable once physical production begins. If the illustrator is not a suitable fit, contact us to discuss a different illustrator. Your completed commission includes the final approved doll artwork as a digital file; embroidery production files are not included. Physical production starts only after you approve both final designs and clearly agree to begin, and before your doll is sewn together you also approve the embroidered face panel. See the full process.

The face panel is your doll’s face and head, embroidered on flat fabric before the doll is stuffed and sewn. It’s the first time you see the real stitches and thread colors, so we send you a photo to approve. Changes at this stage mean re-embroidering the panel, at US$29 per change. If the panel doesn’t follow your approved design, we fix it at no charge.

We don’t share work-in-progress photos from our partner studio, out of respect for its techniques and privacy. You approve the embroidery preview and the face panel along the way, and you always see photos of your finished doll before it ships.

Typical times, when approvals come back quickly: first doll artwork usually within 2 days of your design deposit, complete references and an agreed brief (3 calendar days at most); first embroidery layout usually within a day of final artwork approval and payment of the balance (7 calendar days at most); physical production usually about a week after both final approvals and your go-ahead (30 calendar days at most). Air shipping then usually takes 6–12 business days. Most dolls arrive in 3–6 weeks, 8 at most. Time waiting for your feedback isn’t counted.

We agree the latest dispatch date in writing before you pay the balance and confirm any change with you. Have an important date? Tell us in your enquiry. See our shipping policy.

Every commission ships by air, usually 6–12 business days in transit. We don’t use sea freight. Your doll is wrapped in tissue paper and packed with its outfit, a thank-you card and stickers in a sturdy shipping box cushioned with crinkle paper.

Change-of-mind cancellation refunds are based on the work actually started. The US$29 design deposit is fully refundable until your first doll artwork is delivered, and non-refundable after that. After you pay the balance, you receive a full refund of the balance before embroidery-layout work begins, or 60% of the balance once embroidery-layout work begins and before physical production. Once you approve both final designs, give the go-ahead and physical production starts, change-of-mind cancellation is unavailable. These rules do not limit remedies for our inability to fulfil the order, faulty or non-conforming goods, non-delivery, or mandatory consumer rights. See our refund policy for full terms.

If it doesn’t match your approved designs and face panel because of our mistake, we remake it at no cost to you and add a complimentary everyday outfit for the wait. We can’t remake a doll for a change of mind once you’ve approved everything, so take your time at each approval. See our refund policy.

If a SPROOVIA-caused delay exceeds the written latest dispatch date by more than 7 calendar days and you continue the commission, choose a refund of 20% of the package amount paid or one additional everyday outfit in your doll’s size, with shipping covered. This applies once per order, does not stack and does not automatically cover carrier delays. The outfit is chosen with you.

This is additional to your choice of revised timing or cancellation with a full refund when we cannot dispatch as agreed. See the full delay and missing-parcel policy.

Yes. Custom pieces other than cotton dolls can be discussed, but please contact us first. Describe what you have in mind in your enquiry, and we will confirm whether we can take it on before any quote. These projects do not have set packages.

Email support@sproovia.com with your order number and a description of the issue. For a custom project, you can also use the contact channel we already use together.

We reply to email and social messages within 3 working days.

Our Privacy Policy explains how your information is collected and used. For privacy questions, contact support@sproovia.com or visit Your Privacy Choices.