Please contact us if you have any questions, our customer service team will be happy to help you from Monday - Friday, 9:30am - 4:00pm. We aim to respond to all emails on the same business day. We are also available to on our live-chat function.
Should you wish to exchange an item we recommend to return the original order to us for a refund & to place a new order on our site for the replacement item. We do not offer free returns and recommend to return items with proof of postage in order to be insured in case the return gets lost.
All items must be returned without showing the signs of tear & wear for us to be able to issue a refund.
We aim to process returns & refunds within 72 business hours upon receiving it at our office.
Thank you for shopping at Dolly & Dotty!
How long will it take for my email to be answered?
We aim to reply to emails within 2 working days. The response will often be sooner than this, but we appreciate your patience during busy/sales periods as the volume of emails increases and response times may be longer than usual.
Can I change my order?
Please contact us as soon as possible after placing your order if you need a change to be made. We will do our best to accommodate changes, but once the order has been handed over to the warehouse we cannot guarantee this is possible.
Can I cancel my order?
Please contact us as soon as possible after placing your order if you need to cancel. We will do our best to accommodate changes, but once the order has been handed over to the warehouse we cannot guarantee this is possible. If the item is dispatched you will need to return the goods to us, which is at your own expense.
I have not yet received my order. How can I find out where it is?
APC: If your parcel was sent with APC you can track your parcel here (please note the tracking number is the last 7 digits of the number generated in the email). https://apc-overnight.com/receiving-a-parcel/tracking/
Royal Mail: If your parcel was sent with Royal Mail, you can track your parcel here. We are currently using a “signed for” service, so updates will only appear once delivery has been attempted. https://www.royalmail.com/track-your-item
Parcelforce: If your parcel was sent with Parcelforce you can track your parcel here. https://www.parcelforce.com/track-trace
Who pays for returns postage?
Unfortunately, we are unable to offer free returns and all returns are at the cost of the customer. (Please note that different procedures apply for faulty/incorrectly sent items.)
When will I be refunded?
We aim to process all returns and refunds within 2 working days of receiving the return. However, during busy periods please allow up to 5 working days for this to be processed. You will be notified with a “Credit Memo” when the refund has been processed.
What can be done if I’ve received an incorrect or faulty item?
We work hard to fulfil your orders correctly and in pristine condition. Unfortunately, due to human error, we do occasionally make mistakes. Please return it to us and we can refund your return postage, up to £4 and will send a replacement (stock permitting) or issue a refund when we receive the faulty item back. Please enclose your packing slip, or enough information for us to identify who the return is from, and please explain the issue with the item, whether you want a refund or replacement, and about the return postage promise.