LUTS Feedback (ALL [started in 2010])

* What did you order?
Kid Delf Aronia with faceup and Normal KDF Girl Body, and a wig.

* When did you order?
October 20, 2016

* Did you order directly from the company, or through a distributor or dealer?
Directly from the company.

* How was the communication?
Wonderful! I always got replies from them overnight.

* How easy was it to pay?
Extremely. They provided their PayPal email, and I send payments to them through there, never with any issues.

* How long did it take to ship?
Just about seven weeks.

* Was the quality appropriate for the price, in your opinion?
I think so!

* Did the item look like the sales pictures?
Yes!

* Were you satisfied with the product?
Completely. I wouldn't change a thing about her.

* If you weren't satisfied, how did the company solve your problem?
I never had a moment in the process where I was unsatisfied, and they were extremely responsive to everything I sent them.

* Would you order from this company again?
Absolutely. I am already planning on it.

* Would you buy this company's products second-hand?
Probably, if it saved me some money, but the experience with the company was so stress-free that I wouldn't mind paying more to get things directly from them.

 

* What did you order?
DW-84 (Milky Blond) Wig, DW-211 (Siena) Wig, DW-249 (Soft Blond) Wig

* When did you order?
I made my order on October 11, 2017.

* How was the communication?
The communication was very quick and professional.

* How easy was it to pay?
I paid quickly and easily with PayPal.

* How long did it take to ship?
It shipped on October 12, 2017 and arrived on October 17, 2017.

* Were there any missing or broken items in your order?
No.

* If there were any problems with your order, how did the company handle them?
I had originally ordered another wig but it went out of stock after I made my order, so I was given a prompt refund after I was notified of the stock status.

* Would you order from this company again?
Yes.

 

* What did you order?
KDW-259 (Soft Blond) Wig, KDF Golden Sailor Girl Set Outfit, KDS-16 JANES CROSS Shoes For Kid (White) and Eye Putty.

* When did you order?
December 6th, 2017.

* Did you order directly from the company, or through a distributor or dealer?
Directly from Luts.

* How was the communication?
Awesome. I asked them to mark the package as a gift and they did it.

* How easy was it to pay?
I did it with Pay Pal. They linked me directly to the site.

* How long did it take to ship?
It took only one day to ship it. Super quickly!

* Was the quality appropriate for the price, in your opinion?
Absolutely. I don't mind to spend more money on something well made. Luts might be pricey for some people, but for me it's ok.

* Did the item look like the sales pictures?
Yes. I even noticed a beautiful pattern on the cape that I didn't see on the sales pictures.

* Were you satisfied with the product?
Super satisfied!

* If you weren't satisfied, how did the company solve your problem?
I didn't had any problem with Luts.

* Would you order from this company again?
Yes. Especially accesories.

* Would you buy this company's products second-hand?
Yes, but only if it's an item no longer available on their website. Buying from them was very pleasant to do!

 

* What did you order? Tiny Delf MYTYL (Elf ver.)
* When did you order? 18.3.2017
* Did you order directly from the company, or through a distributor or dealer? Directly from the company
* How was the communication? Acceptable. Took a few days (a week top) for them to reply, but were helpful.
* How easy was it to pay? Easy, credit card.
* How long did it take to ship? 12.7.-24.7., so twelve days.
* Was the quality appropriate for the price, in your opinion? Yes.
* Did the item look like the sales pictures? Yes. (In fact, she's even cuter in reality.)
* Were you satisfied with the product? Yes, very.
* Would you order from this company again? Yes.
* Would you buy this company's products second-hand? Yes, especially for shortening the waiting time

 

* What did you order? Delf Emma, Real Skin Brown
* When did you order? October .2017
* Did you order directly from the company, or through a distributor or dealer? Directly from the company
* How was the communication? Luts are very friendly and helpful
* How easy was it to pay? I paid via paypal
* How long did it take to ship? She arrived in a month and a half, very fast.
* Was the quality appropriate for the price, in your opinion? Yes.
* Did the item look like the sales pictures? Yes
* Were you satisfied with the product? Yes, luts has incredible posing ability in their dolls.
* Would you order from this company again? No, but not because of any problems. I'm just taking my collection in a different direction.
* Would you buy this company's products second-hand? Yes and I've sold them second hand too

 

* What did you order?
First order - Lop Bunny Ears, head puller // Second order - 2 wigs, 2 jeans for Senior Delf, sweater, shoes for Senior Delf

* When did you order?
First order - March 3 // Second order - April 5

* Did you order directly from the company, or through a distributor or dealer?
Directly from the company.

* How was the communication?
Everything went well and I didn't have any questions so I didn't require any.

* How easy was it to pay?
Super easy, I did everything through Paypal.

* How long did it take to ship?
First order - March 19 (exactly when the site said the ears would ship if ordered before Easter) // Second order - April 9

* Was the quality appropriate for the price, in your opinion?
I definitely think so! I'm especially impressed by the quality of the shoes. I've ordered Luts shoes before but omg, these are so detailed it's insane!

* Did the item look like the sales pictures?
Yep! To be honest, the bunny ears are so much cuter in person.

* Were you satisfied with the product?
Very much so.

* Would you order from this company again?
I would definitely and am already thinking about what I want to get next, lmao.

* Would you buy this company's products second-hand?
Probably, if the price was right but honestly it's so easy to order right from the company I usually don't look for second hand.

 

* What did you order?
Tiny Delf Dorothy, normal skin, with Faceup

* When did you order?
March 1, 2018

* How was the communication?
Pretty normal until I inquired about when my order might ship. Then they were a bit curt.

* How easy was it to pay?
Easy enough.

* How long did it take to ship?
That's my issue. She still hasn't shipped. I've ordered dolls (with Faceups) from Luts before and they've usually shipped within a month. When I asked, they told me she might ship at the beginning of June. We're three months in and still no sign of the doll. I'm beginning to wonder if either my inquiry, or our refusal of the new tiny delf body has caused the delay.

* Were there any missing or broken items in your order?
N/A

* If there were any problems with your order, how did the company handle them?
A totally unsatisfactory response suggesting the inclusion of the faceup was the cause for the delay in shipping. My Alice was ordered with faceup and shipped about a month after she was ordered. And even though they said Dorothy might ship by beginning of June, I've still not received a shipping notice. Order still shows as Payment Confirmed, Cannot Cancel.

* Would you order from this company again?
I have several Luts dolls, but after this, I don't know.

 

* What did you order?
A kdf type 3 classic girl body, a wig, a pair of shoes, Kip's, eyelashes, and strings for multiple dolls

* When did you order?
May 23

* Did you order directly from the company, or through a distributor or dealer?
Directly from the company.

* How was the communication?
Communication was great, very prompt.

* How easy was it to pay?
Normal.

* How long did it take to ship?
Shipped out on the 21st of June and arrived to me three days later.

* Was the quality appropriate for the price, in your opinion?
Luts resin is always so nice! And the quality of everything is great (though there are exceptions sometimes and they take care of them)

* Did the item look like the sales pictures?
Everything but the wig did. It was a bit different.

* Were you satisfied with the product?
I was with everything except the original wig that I ordered. It arrived with horrible quality.


* If there were any problems with your order, how did the company handle them?
The original wig I ordered came with horrible quality, deformed and missing a noticeable chunk of hair in the back. It shed like mad too. I contacted luts about the issue, including a picture and a screenshot of their sales photo. They replied back thanking me for letting them know and that they'd talk to their supplier. They sent out a new wig in the color of my choice similar to the one I had ordered but different and a gift pair of really beautiful green with silver flakes glass eyes in 16mm. Very happy and impressed!

* Would you order from this company again?
Yes, definitely. Luts my love, I need more!

* Would you buy this company's products second-hand?
Oh yes. Yes yes.

 

* What did you order?
5 pieces of elastic, a SDF65 shirt, 3 pairs of SDF65 pants.

* When did you order?
Oct 2018

* How was the communication?
Good. I got automated emails confirming my order and when it shipped.

* How easy was it to pay?
Easy via Paypal.

* How long did it take to ship?
2 days.

* Were there any missing or broken items in your order?
No.

* If there were any problems with your order, how did the company handle them?
n/a

* Would you order from this company again?
Yes.

 

* What did you order? Honey Delf Bory Romance Limited Merman Blue version (w/ faceup) & Senior Delf Wine Limited Steampunk ver. (w/o faceup)
* When did you order? 26 July 2019
* Did you order directly from the company, or through a distributor or dealer? Directly from company
* How was the communication? Good, had no trouble getting my confirmation emails and shipping notices.
* How easy was it to pay? Very easy with credit card through Eximbay
* How long did it take to ship? Shipped on 2 October 2019, so a little more than 2 months (which was very quick considering one of my dolls came with faceup and I ordered during their event period)
* Was the quality appropriate for the price, in your opinion? Yes
* Did the item look like the sales pictures? Yes
* Were you satisfied with the product? Yes, everything was very well packed and the details on the steampunk arm are absolutely amazing!
* If you weren't satisfied, how did the company solve your problem? n/a
* Would you order from this company again? Yes
* Would you buy this company's products second-hand? Yes

 

*What did you order? Senior Delf 65 Diez ver. Amaro Limited + wigs + eyelashes + clothes + tools

* When did you order? October 27, 2019

* Did you order directly from the company, or through a distributor or dealer? Directly from company

* How was the communication? Excellent, I had no trouble at all

* How easy was it to pay? Very easy, I paid by my credit card through Eximbay

* How long did it take to ship? It was shipped on November 27, 2019 and delivered to my house on December 2, 2019

* Was the quality appropriate for the price, in your opinion? Absolutely

* Did the item look like the sales pictures? Yes

* Were you satisfied with the product? I'm very pleased with this product! He is beautiful!

* If you weren't satisfied, how did the company solve your problem? n/a

* Would you order from this company again? Yes, I'm planing on buying another SDF65 Diez sculpt in RS brown or light-tan if he will be available in future

* Would you buy this company's products second-hand? I'm not sure because I'm not really fond of second-hand, I prefer brand new products.

 

* What did you order?
Dress, wig, shoes, eyes.
* When did you order?
7/12/2020
* Did you order directly from the company, or through a distributor or dealer?
Directly from the company.
* How was the communication?
Bad. I used the guest checkout and received one email - my order confirmation. I wasn't able to use the guest login to check on the status of my order, and an email about that went unanswered. The package arrived without any further e-mail. I check and doubled checked my inbox to be sure.
* How easy was it to pay?
Easy - paypal.
* How long did it take to ship?
It arrived 7/21/2020, so it came quite quick.
* Was the quality appropriate for the price, in your opinion?
Yes.
* Did the item look like the sales pictures?
Yes.
* Were you satisfied with the product?
Yes.
* If you weren't satisfied, how did the company solve your problem?
N/A
* Would you order from this company again?
Yes, but I will probably make an account, rather than use the guest checkout.
* Would you buy this company's products second-hand?
Yes.

 

* What did you order?
1 SDF65 outfit, 2 L-sized silicone wig caps, 2 pairs of SDF65 shoes

* When did you order?
September 7, 2020

* Did you order directly from the company, or through a distributor or dealer?
Directly from the company.

* How was the communication?
Truthfully not great - I got an automatic confirmation email once I placed my order and no communication since. Package arrived today but order is still showing as “Preparing Shipment”

* How easy was it to pay?
Easy - I used Paypal.

* How long did it take to ship?
FAST - the package arrived at my house before they could even send me a shipment notice!

* Was the quality appropriate for the price, in your opinion?
Yes - prices were reasonable and everything looks & feels well made.

* Did the item look like the sales pictures?
Yes.

* Were you satisfied with the product?
Yes, with the exception of one of the shoes - the heel is higher than I was expecting for a boy’s shoe. It looks exactly like the picture on the site though and no heel height was listed, so that’s not Luts’ fault at all.

* If you weren't satisfied, how did the company solve your problem?
N/A

* Would you order from this company again?
Absolutely yes!

* Would you buy this company's products second-hand?
Yes if the price is lower than on the company website or if the item is discontinued - otherwise, I’d prefer to buy directly from Luts.

 

* What did you order?
12 wigs, 8 pairs of shoes, 2 pairs of eyes, 2 pairs of socks
* When did you order?
March 9, 2023
* Did you order directly from the company, or through a distributor or dealer?
Direct
* How was the communication?
I sent an email before the order. Response took 6 days and told me to use the Q&A board due to emails lost between spam. Q&A board responses were responded to quickly within 24 hours. Unfortunately, you don't get notifications when your thread is replied to and must create a new thread if you need to reply. Luts will tell you which shoes are made of leather vs pleather on their site if you ask on the Q&A board.
* How easy was it to pay?
No issue.
* How long did it take to ship?
Shipping notice on March 13. Arrived March 20.
* Was the quality appropriate for the price, in your opinion?
I was able to order everything on a very decent sale, so yes for most items.
Luts makes good quality wigs! I like all the wigs I purchased.
I received the wrong pair of shoes and a defective shoe. One shoe had a leather strap half detached. Some shoes had small defects that I did not bother complaining about that most people would not notice. There were small things like smudges, a bubble in the sole of one shoe, uncentered holes in straps, imperfect stitching, and holes from stitches being redone. Again, these issues are not noticeable unless you are looking for them. Even with small defects on most of the shoes, other than the actually defective pair, they were worth their price.
The socks (SDF Basic Over Knee socks) were not made with a serger, so they were not worth ordering in my opinion.
* Did the item look like the sales pictures?
Yes with one exception. One pair of eyes (14MM S GLASS EYES NO037) ended up having glitter green pupils and not black. I looked at the photo again and saw where I could have made a mistake, but the photo does appear to have much darker pupils. Due to this, I did not contact them about the eyes.
* Were you satisfied with the product?
Definitely with all the wigs! Due to the defective shoe, wrong shoes, and glitter green pupils, I wasn't very happy with my order.
* If you weren't satisfied, how did the company solve your problem?
When I contacted about the wrong shoes and defective shoe, I had trouble explaining the issue with the defective shoe. They originally replied saying this was the design and that they would send the missing pair. I sent a new photo that I prayed explained the issue better. Luts replied saying they would also send a replacement for this pair of shoes. They tried to give me a tracking number, but they didn't paste the number. The replacements arrived March 29. They did not ask me to return the wrong pair that I did receive.
* Would you order from this company again?
The shipping bill for this doll-less order was extremely painful. It cost $93. Once the package arrived, I saw the Luts webstore overcharged me $32 for shipping. I contacted Luts about this. They are not able to partial refund over Paypal because of system issues. They will only refund in shop points. I have nearly $40 in points now, so I will order again because of the sunken cost fallacy. However, I don't want to end up in an endless cycle of ordering to use shipping refund points. The shipping overcharge is my main issue with the order and everything else was resolved.
* Would you buy this company's products second-hand?
Yes. I love their wigs and that they offer leather shoes.

 

* What did you order?
Luts Zuzu Animal Delf Kong Melon Deer, Shoushou Doll Bunny Doudou, Eyelashes, Pastels
* When did you order?
April 01 2023
* Did you order directly from the company, or through a distributor or dealer?
Direct from Luts website (Luts is a dealer for Shoushou Doll)
* How was the communication?
Responsive! There was an order period listed for Doudou, but the item was still able to add to cart. I asked whether it was still orderable on the product page and got a response the same day. I also asked a question about my Melon Deer on the Q&A board after placing my order and got a response the same day.
* How easy was it to pay?
Paypal
* How long did it take to ship?
Shipped Sept 14 2023 , Arrived Sept 20 2023. 6 days from Korea to Texas, quite fast considering the weekend
* Was the quality appropriate for the price, in your opinion?
Yes!
* Did the item look like the sales pictures?
Mostly! My Doudou has an obvious beauty mark on top of her foot. I like it so will not be requesting after service, but thought it worth mentioning. Also worth mentioning again that this doll is not made by Luts.
I could not ask anything more from her adorable pet doll Melon Deer, the stripes match up surprisingly well which I did not expect. The pastels and eyelashes match the swatches shown online.
* Were you satisfied with the product?
Very!
* If you weren't satisfied, how did the company solve your problem?
No issues!
* Would you order from this company again?
Yes, I already plan to in the future
* Would you buy this company's products second-hand?
Yes