FAQs

Shipping

Shipping destinations:

  • We ship both within the UK and worldwide.

We are very sorry we currently do not dispatch to the following countries Germany, Austria, Portugal and Netherlands due to delays with local customs.

 

United Kingdom

Shipping times:

  • We aim to dispatch all orders SAME DAY from Monday - Friday, up until 2:30pm GMT (but this may not be always possible)
  • UK standard delivery takes 2-3 business days to be delivered. Next day delivery available.

Shipping cost:

  • Free shipping on all UK orders over £75
  • Flat rate UK shipping: 2nd Class Royal Mail £4.5 - Next Day Delivery £8

 

International Orders

Shipping times:

  • International orders take 5-21 business days to be delivered.
  • Shipping time might vary depending on location, shipment method and other factors.

Shipping cost:

  • International shipping from £10
  • Please note, duties and sales tax are payable when the goods arrive in your country
  • 20% of UK VAT will be automatically deducted at checkout

Payments

You can select your preferred payment method at checkout.

  • We accept secure payments for both local & international customers via Credit Cards, Debit Cards & PayPal.
  • All of our transactions are encrypted to the highest global standards. Our payment systems are monitored and audited regularly, so you can be confident our services are completely secure.
  • Transactions processed using our payment options go through powerful fraud prevention tools. This method is the recognised standard for secure transactions, we're here to give businesses and shoppers peace of mind when it comes to online shopping.
  • Furthermore, our SSL certificate guarantees the highest possible encryption levels for online transactions to online shopping. However, if you're still wary, you can email our friendly Customer Services Team at sales@dollyanddotty.co.uk or via our livechat, 9:30am - 4pm, Monday to Friday.

Returns and Refunds

Your 100% satisfaction is important for us. We offer a 30-day Return & Exchange Policy:

  • Timing: we have a 30-day Return & Exchange Policy, since the day item was received.
  • To be eligible for a return, goods must be unused, undamaged, show no signs of having been worn or washed and that have all tags attached, with the original packaging. Please enclose your invoice, or enough information for us to identify who the return is from, otherwise we cannot guarantee a speedy refund.
  • Please note that customers are responsible for shipping costs of returned items.
  • The refund will normally be processed within 7 working days of the dress(es) being received back. We will refund by the original method of payment and you will receive a "Credit Memo" email confirming the refund amount. If you paid by credit/debit card please be aware that it can take up to 7 working days for the funds to show as a credit in your account. If we decide not to process any refund you will be contacted. If we find that the product has not been returned to us in a fully re-saleable condition and there has been unreasonable use leading to diminished value of the product we may reduce the amount of the refund up to the price paid.
  • If the refund is approved, then it will be processed and a credit will automatically be applied to customer's credit card or original payment method shortly after.

 

 

International taxes

International taxes might be applied depending on your country's taxes policy.

Duty

  • Due to Brexit, our goods might be subject to Duty payable by the customers from EU countries and other countries apart from the UK. The amount of applicable duty varies for each country and may be payable to the courier at the point of delivery. We advise you to review your country's import tax regulation when buying goods from the UK.

Tax

  • At the checkout, we deduct 20% of UK VAT from your order if you are a European or a foreign customer. The amount of applicable tax varies for each country and may be payable to the courier at the point of delivery.

Tracking orders

We will confirm your order by emailing you that your order has been shipped,  it includes your tracking number.

These are the tracking link where you can track your order, we ship via Royal Mail, FedEx, DHL Globalmail, DHL or, DPD.

You can find the tracking links below:

Royal Mail: click here

FedEx: click here

DHL Globalmail: click here

DHL: click here

DPD: click here

 

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.

When an order is canceled, your payment will be refunded to your original form of payment within 3 days.

What should be done if you only receive partial order?

If you are missing some items from your order, please contact support.

These are a few reasons why it can happen:

  • The order is split and the missing item was canceled due to being out-of-stock.
  • Packing error in the warehouse.
  • Courier issue. (If the plastic has been damaged and items are missing, the item could be lost in transit.)

Regardless of the reason, please urgently contact us when you are missing an item on your order so we can investigate. The email to reach us is sales@dollyanddotty.co.uk.

If an order is shipped, separately will there be double shipping charge?

When it is our fault that the order needs to be shipped separately, you will not be charged twice for the shipping fee.

If it is your choice to add items to your order and the current status of the order is already picked, packed and labeled then we need to request payment for the additional items and the shipping fee for these items. That is why it is best to just place a new order if this will be the case.

 

How long will it take for my email to be answered?

We aim to reply on the same day, or at the very latest, the next day (excluding weekend). Please use our live chat service to get a faster reply. This option can be found at the right hand corner of our website. Our live chat is available from Monday to Friday, 9:30am - 4:00pm.

 

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.

 

Klarna Payments

Who is Klarna?

Klarna is a payments service that helps you buy the things you want or need. Right now, over 150 million people worldwide use Klarna at over 450,000 online stores.

Pay in 30 days

How does Pay later in 30 days work?

Pay in 30 days is a credit product which lets you pay any time within 30 days of your purchase interest-free. You can make this payment using a credit or debit card on the Klarna app or logging into www.klarna/com/uk. Klarna will send you a confirmation email once your order is confirmed with full details. You can see both past and future payments using the Klarna app.

Am I eligible for Pay in 30 days?

You need to be at least 18 years old and a UK resident to use Klarna’s credit products including Pay in 30 days. When you choose Klarna they will also check the information you provide and your financial situation.

Can I have multiple Pay in 30 days orders at the same time?

Yes, you can. If you see Klarna Pay in 30 days when you go to an online checkout then it is available to you. Every time you use Pay in 30 days, Klarna will check to see whether you can use the service again for each additional purchase.

What does Klarna consider when reviewing my application?

Klarna offers Pay in 30 days based on a number of factors such as the purchase amount, previous order history. If you are 18 or over, you can improve your chances of being offered Pay in 30 days by ensuring you provide your full name, accurate address details and arrange shipping to your registered billing address. All orders are assessed individually. Just because you have been accepted for Pay in 30 days before does not mean it will be offered for every order. In turn, if your application for Pay in 30 days is denied, it does not mean it will be denied for future orders.

What do I need to provide when I make a purchase?

If you want to purchase something using Klarna’s Pay in 30 days, you'll need to share your phone number, email address, current billing address and your credit or debit card details. If Klarna need to talk to you urgently they'll use the phone number you've shared. For any other information Klarna need to share with you, they'll send this to your email address.

Will a credit search take place?

When you use Pay in 30 days, Klarna will perform a credit search. This means Klarna will look at certain information in your credit report to decide whether to approve your purchase.

How do I make repayments to Klarna?

You can pay any time within 30 days of your purchase interest-free. You can make this payment using a payment card on the Klarna app or logging into www.klarna/com/uk. You can also enable Autopay and we will automatically collect payments on the due date. Klarna will send you a confirmation email once your order is confirmed with full details. You can see both past and future payments using the Klarna app.

I have been asked to go to the Klarna site. Is this correct?

If you choose to pay for your order using Pay in 30 days, Klarna will send you an email showing you how to pay. The email will have a link you can use to make this payment using your credit or debit card.

Can I pay before the due date?

Yes. Just go to the Klarna app or log onto Klarna.com/uk.

Is my payment information safe?

Payment information is processed securely by Klarna. No card details are transferred to or held by Dolly and Dotty. All transactions take place through connections secured with the latest industry standard security protocols.

How do I know Klarna has received my payment?

Klarna will notify you by email and push notification when a payment is due and when you have made or missed a payment. You can always check the status of your order and payments in the Klarna app or by logging in at www.klarna.com/uk.

What happens if I don’t make a payment on time?

Pay in 30 days is a credit product and you are required to make your payment to Klarna. If you don't pay for your order on time, Klarna may charge late payment fees. Klarna may also share information about your missed payments with credit reference agencies. This means you may find it difficult or more expensive to use Klarna or other lenders' credit products in the future. Full details can be found in the Klarna terms and conditions here.

What happens if I don’t pay for my order?

As Pay in 30 days is a credit product, if you don't pay for your order Klarna may use a debt collection agency. Klarna may also report the missed payment to credit reference agencies. This means you may find it more expensive or difficult to get credit in the future.

I've received a statement, but I've not yet received my goods.

If you have not received your goods please call Dolly and Dotty to check on your order and delivery status. You can also contact Klarna’s Customer Service so that they can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.

What happens if I cancel or return my order?

As soon as Dolly and Dotty has confirmed with Klarna that your cancelation / return has been accepted, Klarna will cancel any future scheduled payments as well as refund any amounts due. You will see the return in the Klarna app immediately.

I have canceled my order. How long will it take until I receive my refund?

As soon as the store has registered your cancelation or your return, the refund will normally be processed within 5 business days.

I have asked for a refund. How will I be refunded?

Refunds will be issued back to the debit or credit card which was originally used at checkout.

What happens to my statement, when I have returned the goods?

Once Dolly and Dotty has received the return and Klarna have received our confirmation, Klarna shall refund any payments collected and cancel any future scheduled payments. You are always able to monitor the status of your order in the Klarna app.

What happens to my statement when I have returned part of my order?

Once Dolly and Dotty has received the partial return and Klarna have received our confirmation, an updated statement with an adjusted payment schedule will be sent to you by Klarna. You are always able to monitor the status of your order in the Klarna app.

I haven’t received an email with my statement/payment information.

You can log in the Klarna app or at www.klarna.com/uk, where you will find all of your orders and payment schedule information.

 

Pay in 3

How does Pay in 3 work?

Klarna’s Pay in 3 is a credit product that lets you spread the cost of your purchases over 3 equal interest-free payments. Klarna will take the payments from your debit or credit card directly so you don't have to worry about missing a payment. Klarna will take the first payment when you make the purchase, the second 30 days later and the final payment 60 days from your purchase date. You can see your past and future payments at any time using the Klarna app.

Am I eligible for Pay in 3?

You need to be at least 18 years old and a UK resident to use Klarna’s credit products including Pay in 3. When you choose Klarna they will also check the information you provide and your financial situation.

Can I have multiple Pay in 3 orders at the same time?

Yes, you can. If you see Klarna Pay in 3 when you go to an online checkout then it is available to you. Every time you use Pay in 3, Klarna will check to see whether you can use Pay in 3 again for each additional purchase.

What does Klarna consider when reviewing my application?

Klarna offers Pay in 3 based on a number of factors such as the purchase amount, and previous order history. You can improve your chances of being offered Pay in 3 by ensuring you provide your full name, accurate address details and arrange shipping to your registered billing address. All orders are assessed individually. Just because you have been accepted for Pay in 3 before does not mean it will be offered for every order. In turn, if your application for Pay in 3 is denied, it does not mean it will be denied for future orders.

What do I need to provide when I make a purchase?

If you want to purchase something using Klarna’s Pay in 3, you'll need to share your phone number, email address, current billing address and your credit or debit card details. If Klarna need to talk to you urgently they'll use the phone number you've shared. For any other information Klarna need to share with you, they'll send this to your email address.

Will a credit search take place?

When you use Pay in 3, Klarna will perform a credit search. This means Klarna will look at certain information in your credit report to decide whether to approve your purchase.

How do I make repayments to Klarna?

Klarna will take your Pay in 3 payments from the debit or credit card you shared when you made your purchase. Klarna will take the first payment when you make your purchase, the second payment after 30 days and the final payment 60 days from the day you made your purchase. You can see both past and future payments using the Klarna app.

Can I pay before the due date?

Yes. Just go to the Klarna app or log onto Klarna.com/uk.

Is my payment information safe?

Payment information is processed securely by Klarna. No card details are transferred to or held by Dolly and Dotty. All transactions take place through connections secured with the latest industry standard security protocols.

How do I know Klarna has received my payment?

Klarna will notify you by email, SMS or push notification when a payment is due and when you have made or missed a payment. You can always check the status of your order and payments in the Klarna app or by logging in at www.klarna.com/uk.

What happens if I don’t make a payment on time?

Pay in 3 is a credit product and you are required to make your scheduled payments to Klarna. Your payments are automatically withdrawn from your connected card or bank account according to the agreed payment schedule. Klarna will send you multiple friendly reminders before payment is due so you can make sure you’ve got enough money to pay. If payment fails, you may be charged a late fee, subject to our T&Cs.

What happens if I don’t pay for my order?

If you don't make your payments you will be in arrears as Pay in 3 is a credit product. Klarna may then share information about your missed payments with credit reference agencies. This means you may find it difficult or more expensive to use Klarna or other lenders' credit products in the future. Klarna may also refer any debt to a debt collection agency. This agency will collect the debt on behalf of Klarna. Also, if the debt is referred to a debt collection agency Klarna will share this information with credit reference agencies.

I've received a statement, but I've not yet received my goods.

If you have not received your goods please call Dolly and Dotty to check on your order and delivery status. You can also contact Klarna’s Customer Service so that they can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.

What happens if I cancel or return my order?

As soon as Dolly and Dotty has confirmed with Klarna that your cancelation / return has been accepted, Klarna will cancel any future scheduled payments as well as refund any amounts due. You will see the return in the Klarna app immediately.

I have canceled my order. How long will it take until I receive my refund?

As soon as the store has registered your cancelation or your return, the refund will normally be processed within 5 business days.

I have asked for a refund. How will I be refunded?

Refunds will be issued back to the debit or credit card which was originally used at checkout.

What happens to my statement, when I have returned the goods?

Once Dolly and Dotty has received the return and Klarna have received our confirmation, Klarna shall refund any payments collected and cancel any future scheduled payments. You are always able to monitor the status of your order in the Klarna app.

What happens to my statement when I have returned part of my order?

Once Dolly and Dotty has received the partial return and Klarna have received our confirmation, an updated statement with an adjusted payment schedule will be sent to you by Klarna. You are always able to monitor the status of your order in the Klarna app.

I haven’t received an email with my statement/payment information.

You can log in the Klarna app or at www.klarna.com/uk, where you will find all of your orders and payment schedule information.

I still have questions regarding payment, how can I get in touch?

Visit Klarna app Klarna’s Customer Service page for a full list of FAQs, live chat and telephone options.