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How long until I should contact? (Update: resolved)

Jul 25, 2025

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    1. UPDATE: Today (7/29) the artist emailed me to let me know she had my doll and to ask about my specifications. Thanks everyone for all the great advice!

      I ordered a doll in August 2024 on layaway, with faceup and wig also by the dollmaker. Initially I was told that the estimated time of completion would be March 2025. No biggie, since I had to finish my layaway anyway. Well, I pay off the doll, and March comes and goes. No word from the dollmaker. I email on April 14, basically reminding them of the estimate and asking if that's when it gets sent to the caster or when it gets completed, and if there's possibly an updated timeline. I say I'm not trying to rush them or anything, I was just curious. They responded after a couple of days and say there was a large delay but that my doll is in the next batch and they are trying to get that batch made by the end of May. After that there's no word from them, but I do see on Instagram that they've received dolls from the caster and at the end of that post they say if your order estimate was initially March she is "waiting in May-June" (Unfortunately it was a translation from Russian so I'm not sure what that means exactly or if it's a mistranslation). Now it's July and I still haven't heard anything from the dollmaker and I'm just wondering if I should email them again or if I'm just being too impatient. They haven't reached out at all with any updates or to discuss what I want for my wig and faceup, but they might be waiting to have the dolls in hand before they do that? I don't know; this is a well-trusted artist as far as I know, but the lack of communication makes me a bit worried. Should I contact them or wait longer? And if so, how long is reasonable to wait? Thanks!
       
      #1 prophet, Jul 25, 2025
      Last edited: Jul 29, 2025
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    2. Does this dollmaker have a waiting room here on DOA? You might get a general update of the situation from other users there. But I think it won't hurt to send an email.
       
      #2 lutke, Jul 25, 2025
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    3. Oh that's not a bad idea, thank you! I forgot those were a thing. I'll check!

      Ah, unfortunately they don't have one. It was a good idea to check though, thanks again!
       
      #3 prophet, Jul 25, 2025
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    4. @prophet you could open one. There are surely other people who have a pending preorder with that maker. From what you said, it seems like a delay situation - it's not like you're getting ghosted. Delays happen so it's not like you're casting shade on anyone.
       
      #4 lutke, Jul 26, 2025
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    5. Definitely contact them, you are not being impatient! They haven't kept you in the loop with the new estimates and it's been months from the last communication, too - it's totally normal to want to know the state of your order. Casting schedules are getting longer and longer so delays can happen, which ideally the seller should communicate, but sometimes they don't and you'll need to nudge them yourself to be on top of your order. In any case it's always better to ask for the missing info than to wait blindly - I really hope you get your order soon!
       
      #5 cobaltconduct, Jul 26, 2025
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    6. @prophet It's difficult to give the best advice when the doll maker is not mentioned by name. We do need to make sure you are asking about a doll brand that is On Topic for Den of Angels~

      When I ordered an artist doll from Akhmel years ago, I waited almost 2 years before receiving my doll. Halfway through the time the artist needed to complete the orders, she had a burnout and sort of disappeared for six months. On one hand I didn't want to cause the artist more stress, but I had paid for a doll and was worried I might never get it.

      I think it is reasonable to expect updates every couple of months without having to track the artist down.
      If the artist said June and you haven't heard from them at the end of July, it is reasonable to ask for an update
       
      #6 idrisfynn, Jul 26, 2025
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    7. Thank you for the advice! It's Nina K. Chimera. I've been following a thread about her dolls on here for awhile, so afaik they are on topic, but if I'm wrong I'll delete.
       
      #7 prophet, Jul 26, 2025
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    8. You should get in touch with them again for an update. There's no harm in asking, especially since you last contacted them weeks ago. At this point, it's fine to check in once every week or once every two weeks even if they're not updating their socials or their website regarding the delays.

      I wish more dollmakers and doll companies would learn to communicate more honestly and openly about any issues/delays in production. That would help ease a lot of worries for the buyers. Having good communication is always the reason why I end up buying again from a company/dollmaker despite their production taking ages. If they're trustworthy, it's still worth the wait.

      I hope you get your doll soon and I hope you'll be able to share it on DOA. I'm not familiar with NKC, but their work looks amazing. Wishing you all the best!
       
      #8 designermix, Jul 27, 2025
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