TO OUR VALUED FANS

Thank you for being part of the L.O.L family!

L.O.L. Surprise! Dolls have won the hearts of fans around the globe by being fashion-forward, fun and expressive. But recently, color-changing design elements which fall short of our standards made it into stores and into our fans’ homes. These dolls understandably offended and upset some of our fans and their parents, and we sincerely apologize. 

A small number of our L.O.L. Surprise dolls – when put under cold water – showed inappropriate attire or markings. We have implemented comprehensive, corrective measures to our design and approval process to ensure this won’t happen again. We are proud that L.O.L. Surprise! Dolls embrace and reflect our fans and will continue to represent a wide array of different fashions, skin tones and personalities.

If you have one of the affected dolls, you’ll be able to exchange it at no cost to you. For customers in the United States and Canada, click here and follow the instructions to begin the exchange process – for customers in all countries outside of the United States and Canada, click here and follow the instructions to begin the exchange process.

While we knew this already, this experience has driven home the invaluable perspective and input we get from you – the parents who purchase our toys. That’s why we’re establishing our Parents Roundtable to bring people like you closer to the creative process, allowing our teams to benefit from your knowledge and experience as we continue to develop toys that are loved around the world.

Frequently Asked Questions

  • My child has one of the dolls in question – can I return it or exchange it for a different product?

    Yes, you can exchange it for a new product of same or higher value at no cost to you.

    If you’re in the United States or Canada: click here and follow the instructions to begin the exchange process.
    If you’re outside of the United States or Canada: click here and follow the instructions to begin the exchange process.

  • I tried to return my child’s doll, but the store I took it to wouldn’t allow me to return it. What can I do?

    That’s ok – we’re handling the returns directly here at MGA as opposed at to the store where you made your purchase. Send it to us and we’ll send you back a product of the same or higher value at no cost to you.

    If you’re in the United States or Canada: click here and follow the instructions to begin the exchange process
    If you’re outside of the United States or Canada: click here and follow the instructions to begin the exchange process.

  • How did this happen?

    We pride ourselves on an environment where designers get to innovate based on what they see around them in fashion and culture. Unfortunately, some design elements that were not age-appropriate did not get picked up by our quality control team.

  • Did you know about these features?

    We use and promote the color-reveal features but there were designs within this category that were inappropriate, and unfortunately some of these products made it to market.

  • Are there any other issues with the dolls?

    No – it is important to remember there are no safety concerns with these products.

  • What corrective measures have you now put into place?

    It’s been made clear that everyone in our company, from our CEO to every designer, our marketing and sales teams, our supply and shipping organization, is responsible for the quality of the products we put out into the world. Every employee is receiving in-depth training on new guidelines to ensure awareness of these standards. We are doing this because it is the right thing to do to ensure that our products continue to bring joy and happiness to children and families worldwide.

  • How can I get involved in the Parents Roundtable?

    We’d love for you to be involved! We will post additional details here as soon as we can so please make sure to check back soon.