Ordering My first big doll dilemma :'( [i'm not new just dumb]

Have you tried contacting Luts directly? You have every right to ask them what's up with cancelled orders, especially as there was no explanation given.

 

It has never happened to me, but if they cancel them they should at least give an explanation. Keep insisting because they should reply, there are some dollhouses that take a while to reply sometimes.

I hope it gets resolved and they give you a solution to your order, because it sucks when you get your hopes up with a muleca and then for whatever, everything gets messed up and in the end it's not possible.

 

I have ordered with Luts at least five times, and four of those were during events. I have never had an order cancelled. You are definitely not dumb, and this isn't something that usually happens. You should absolutely continue to press for an answer, because cancelling an order without explanation is pretty bad business.

I really hope someone just made a mistake and they're very busy. That's the best-case scenario. But if they start cancelling orders and effectively ghosting customers, people also deserve to know about it. That said, I would at least give them a few days to respond, as I know Luts is a surprisingly small operation.

 

Definitely use their QnA board. It took me a long time to get a response from their email and their email basically told me to use the QnA board because many emails were being filtered and they weren't seeing them in a timely manner. I got my responses on their QnA board much faster despite it being a pain to check if they responded rather than getting an email notification.

 

I wonder if something went wrong with the sculpt and they had to remove it or something? But yes, like you, I would have emailed the company to see what’s going on but like mentioned above, the Q and A board is a good idea. I usually have fairly good luck with Luts so I hope it’s something easily fixable or simple to figure out.

 

Did your payment go through for the order? I believe Luts gives you a grace period to get the payment in, but if the payment does not come through at the end of that period, they can cancel the order.
If your payment did go through, did Luts reimburse the payment after cancelling?

Looks like you may have a reply on the Q&A board now (if that's your question I'm seeing the heading to on the board at the moment). They do reply on that board fairly regularly.

 

This is from their FAQ:
lutsdoll co.,ltd.

Maybe something happened in regards to the payment? Could be anything from you forgetting to do it, to it not being properly processed, to non-matching info between your Luts account and PP account.