Silicone Lovers Reviews 1,062

Refused to refund a Layby order.
I Started a Layby with SL in June of last year. This is where you pay in money through Paypal whenever you can til you’re 80% of the way there and they start your order. I paid in £1000 of a £2030 total order. A few months ago I had a life issue and needed the money back. Layby orders are completely refundable whilst they’re not completed as stated on their T’s and C’s. On June 4th 2025 I contacted SL to request refund. I had a response saying they would contact their superior to start the refund. Nothing happened for a few days so I emailed them back. I had a response saying the only person who could refund them was away looking after a newborn. No time estimate for when they would be back was given. On June 28th (24 days after requesting refund) I asked for a manager contact. I emailed them on July 11th asking where my refund is and why no one else was able to process it all this time. A few days later they contacted me back explaining only they could refund layby orders and that they would proceed with my refund. The exact phrase used was: “Now that I’m back, I’ll personally ensure your refund is processed without any further delay,” now, to me, 6 more days and counting is what I would call a further delay. I sent 2 follow up emails asking for a response that haven’t been replied to yet. It is now around 6 weeks since I requested the refund. Whilst I understand taking leave for childcare is important the length of time away wasn’t communicated to me. The person that was on leave has also returned and promised a refund but has not delivered.
I am not just refunding this because I feel like it, I genuinely need the money back and am now using a bank overdraft and incurring overdraft fees which this money would cover.
I originally chose Silicone Lovers after much research because they were verified sellers and had a good trust pilot rating. Also the initial communication with Saray was exceptional so I thought I was in good hands. I was sad to cancel my layby but I didn’t expect this reaction to a refund request.
Still not sure if I am ever going to get my £1000 at this point.
Edit: (Update on 22nd July) as stated by the response Lou gave below, I did receive my money back and the cancellation fees were waived!

I'd give this company a very fair review on my experience and for the company of silicone lovers as a vendor not as the doll maker or producer.

4 stars is a bit of a reach but it's certainly not 3 or below.

This companies service as a vendor has been great overall.

That's the short review, now go about your day and make a nice cup of tea ☕

If you're still here, here's the longer review:

there are a few pros and cons I would like to make to explain my rating:

Pros ✅

✅Very friendly service with a can do attitude.

✅24h service and 24h email response.

✅Keen with giving tips and help whilst you are waiting for your order with information being correct.

✅ Good understanding overall about their service as well as helpful guides and tips to keep your doll tip top especially whilst you wait for your polymer princess to arrive.

✅Beginner friendly and also can keep up with experienced doll enthusiasts like myself.

✅Provide photos and videos on request.

✅Website layout is clean and easy to navigate.

✅Wide variety of dolls to choose as well as extras.

❌ Cons

❌ Inconsistent contact, times where they have not been online and either my message is left unreplied or in their tray or they have replied and I have not recieved it.

❌ Uncoordinated departments, there has been a number of blips where staff have tried to charge me something that If I didn't do my research or asked another staff member, would be paying for features I don't need or isn't available however this got rectified.

❌ Some staff members lack
Consistency in information and pictures and videos sent, only a couple staff members are willing to provide the customer full information with helpful links, photos or videos to help explain the product, some staff either don't utilise the resource enough which makes the customer service jarring or uncaring about their own product. Provide more information about your product details, use the resources available, if people are paying thousands for a doll, they really need to know what they're getting into!

Also with this, some staff aren't clued into the features as well as others which makes speaking between one staff member to another very jarring as one person will say one thing either does exist and can be fitted on the doll and another says it wouldn't, it feels like some staff members don't know what's going on in terms of features, there has been features, missed promotions and missing extras I could've added onto my doll for this reason and its made my doll lose some of its benefits, there are a couple features I wanted on the doll that isn't on my doll now due to some staff not checking properly beforehand.

❌ More knowledge on payment instructions, I would rather put this in here than not at all although it doesn't change the star rating at all. but paying for the doll was a pain in the arse and having to find a way of paying with most of the process is me figuring it out myself, staff should be more confident and fully prepared to solve payment issues whether it's with PayPal, klarna, barclays pay in 3, installments or fully paid servicing, this has delayed a few days out of my time and it could've gone a lot easier.

❌ Site is very glitchy, buggy, doesn't save wishlist items per device: on the order page, to add anything on the notes is really annoying because the page constantly refreshes no matter what device I'm on, uses up a load of ram for some reasons making it very laggy, my wishlist on one device will have 1 doll I have saved and when I go onto another device and log into the same account I have on the other device, the item is no longer there. Also some features that are on there don't get frequently updated and ends up causing chaos for anyone wanting to search for features just to get an email from the orders team saying the factory doesn't do that anymore, there also has been missing features I've pointed out before which got patched in fairly quickly, the IT department should be more on the ball with the every growing industry as it's market is very advanced and isn't slowing down. Also minor things like spelling errors and punctuation but that doesn't seem to have any effect on the service and has been rectified.

I have 2 dolls on the way, one which I bought in mid April and was delayed and will be arriving in August time and another in mid May that's due in a couple of weeks time from this review.

This review will be part 1 which is the company and vendor itself, PT 2 review will be a follow up post delivery for both dolls so be prepared!

Overall, a solid company to go for. The pros and cons for my review may not be the same experience for everyone so take this review as my own personal experience, any pros and cons is not a service or disservice but purely for informational purposes and further training and I belive this company overall is a solid pick and the team are great but can improve 👌

Honestly one of the best customer service experiences I’ve had, full stop.

I don’t usually write reviews but this one felt important. I ordered a Zelex doll from Silicone Lovers and had a bit of an issue. I wasn’t expecting much, maybe just a fix or some instructions, but their team was brilliant from the start.

No copy-paste replies or being left hanging. Just proper, clear communication and genuine support. They helped me through everything step by step and kept in touch the whole way. You could tell they actually care about their customers, which is pretty rare these days.

The issue I had wasn’t due to poor quality either. The doll itself is exceptional and very high quality, very realistic too, which can take some getting used too. I suspect the damage was caused by compression or a knock during packing or shipping, which sadly happens sometimes. It wasn’t anyone’s fault, just one of those things.

In the end they worked with Zelex and got everything sorted, and I was honestly a bit blown away by how generous and helpful the whole process was.

Wouldn’t hesitate to order from them again. The product quality speaks for itself, but it’s the people behind it that made it a five-star experience for me.

They were always there for me! Great responsiveness, kind interations!

I am extremely delighted with this beautiful doll, it is exactly what I ordered and dreamed of. The attention to detail that your team done was amazing, I am 100% in love with this doll, thank all of you for the great job you have done.

I ordered a custom 160cm B-cup Elvina a few months ago now and am overall very satisfied. The doll arrived in great condition, and customer service did a great job in answering most of my questions. I would have liked to have given a 5 star review, but there were a few things that stood out to me.

One, the naughty bits weren't properly colored as requested. The internals of those naughty bits are the same color as its skin, and that was a bit of an immersion breaker. Furthermore, the darker colors are much, much lighter in person than the factory photos originally received. Chalking that up to the paint fading as it set or something, I have no idea.

Two, I'd ordered the doll with a Metabox AI enhancement, but it was nothing at all like what I'd seen/read about it. The AI it uses feels like it was ripped straight from Chat GPT and even refused to talk dirty in some instances, giving the same generic responses that other LLM's do when chat's get naughty. The Metabox AI is pricy as heck and has a huge subscription cost that wasn't mentioned, yet I can literally make something better for $20 at home. Had I known this, I would've went for a different option.

Lastly, and this is a minor inconvenience, but the pubic hair strip arrived peeling. I contacted customer support for tips on how to reapply it but was ignored.

Those were the negative things that cost this review a star, but now I'll get into the good things. She feels very, very realistic, especially after applying some corn starch. She's smooth, soft, and looks amazing bar the few minor things I mentioned earlier. Cleanup takes longer than I'd like since I went for the fixed v, but it feels so realistic, I wouldn't change my mind about that selection. She easily fulfills the purpose she was purchased for, but I may try a different brand if I purchase another.

Overall, she's great, and I don't regret my purchase. I'm typically an unlucky person, so I knew there would be some issues (there always are) with such a big purchase. So far though, she's enough.

...Robot maids when, though? Hurry up with that. ;)

I received the items I bought however, I didn't get a tracking number until I emailed weeks after the purchase. That said, I got what I wanted to see what the skin tones of the dolls for WM are like, and now I have an idea what kind of doll I want.

When I bought a doll it took SEVEN (7) MONTHS to get to me.I heard on forums that people that purchased from the same manufacturer had it in 2 or 3 months. I just bought a simple accessory and it took 5 weeks to arrive, and it doesnt look like the product I ordered. That is ridiculous. Please just buy your dolls and accessories for another retailer, at least if you are buying zelex.

Delivered as ordered. Actually arrived earlier than expected which was a nice surprise and interaction with the staff was a pleasant experience. Got any concerns answered and quickly, too.

The variety of choices on the website is wonderful, but the response time on the site and emails have to improve. I've had to send multiple emails before a reply.

product of good quality, no damage at all I'm really happy with he finial result

the doll arrived perfect although the wait was brutal it was worth it.

Very helpful indeed, they are always willing to help you when you have questions and also considering the time zones quite quick on sending messages and getting answers from the respective factory you purchased your order from, I Have not yet received my order yet but I do believe they can take a very long time to get to you.

I can't judge them on delivery because it is out of their hands and into another company and i would only be able to judge the delivery company on the speed and safety of my package.

But as far as silicone lovers in concerned I would still need to confirm that I got what I payed for. regardless however they do have the bests customer service I have experienced so they are well deserving of 5 stars

Great experience. Shipping took a bit longer than expected and the head shipped separately which I didn't expect, but everything arrived without issues.
Great communication in the meantime. I highly recommend.

Fast shipping and great product. The quick connection pivot really adds to the realism.

Outstanding!

Already planning my next purchase.

TY SL

Silicone Loves offers a large choice and good prices.
But, more than that, it is the willing to help and guide you which is important : I have had response to every question I asked through the on-line chat (thanks to Emma) and this is mainly the reason of my purchase.
When the doll is ordered, you are not left alone : you always keep in touch, which is very important while you wait your new doll (which seems, I must say, very, very long!)
Thanks to all and every one !

I have now ordered three dolls from Silicone Lovers and each experience has been consistent every time! Good product knowledge and attentive customer service were able to answer all my questions prior to ordering. Provided correct information and worked to ensure my order was prepared to my specifications. My new doll was well worth the wait and cost!

My doll tore alarmingly easily. At first I thought maybe dolls are just flimsy but I looked into it and it seemed to be a manufacturing fault. Silicone Lovers swiftly contacted the manufacturer and arranged a replacement body for me at no cost. Of course it sucked to have a broken doll; but their customer service was professional, efficient, and resolved the issue.

SL is an amazing company with awesome, friendly and timely customer service! I really appreciated the updates and communications over the long wait, and the result was better than expected when I received my doll. Thank you, SL!