TO OUR VALUED FANS

Thank you for supporting the L.O.L family – the world’s number one selling toy.

Since 2016, our fashion-forward, fun and expressive L.O.L. Surprise! Dolls have won the hearts of fans across the Middle East. However, it has been brought to our attention that some models can reveal inappropriate features when placed in iced water.

Whilst placing the dolls in ice to reveal additional surprises has always been a key function, and clearly addressed in the instructions, we appreciate that some of the hidden changes do not reflect MGA Entertainment’s core values and has understandably upset a number of our fans.

For this, we sincerely apologize.

We want to reassure you that we have listened to your feedback and have implemented comprehensive, corrective measures to our design and approval processes to ensure this never happens again. 

We have been working closely with our regional supplier and retail partners and can confirm that the small number of models with the features are no longer available to purchase in the region.

However, if you have one of our dolls and feel that it is inappropriate, we will be happy to exchange it for you free of charge. Please visit this page for details.

We are incredibly proud that our L.O.L. Surprise! Dolls offer a wide array of different fashions, skin tones and personalities, and we remain resolutely committed to developing dolls that represent and reflect the culturally diverse and tolerant societies of the Middle East.

We thank you for your understanding and continued support at this time.

Frequently Asked Questions

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

    Yes, if you have one of our dolls and feel that it is inappropriate, we will be happy to exchange it for you free of charge. Please visit this page for details.

  • 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?

    We are 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. Please visit this page for details 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. We want to reassure you that we have listened to your feedback and have implemented comprehensive, corrective measures to our design and approval processes to ensure this never happens again.

  • 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.