Customer service
Delivery
Everything you need to know about receiving your order from The Dollery.
Last updated
UK delivery
Our dolls are held in stock here in the United Kingdom and sent from the UK, so your order does not cross a border on its way to you.
We currently deliver to addresses in the United Kingdom.
Dispatch
We are finalising our dispatch times and will publish them here. In the meantime, we will email you as soon as your order is on its way — and you are welcome to ask us about a specific order.
Dispatch is separate from delivery. Dispatch is how long we take to hand your parcel to the carrier; delivery is how long the carrier then takes to bring it to you.
Delivery estimates
Carrier delivery estimates are being confirmed and are not published yet. We would rather say nothing than give you a date we cannot stand behind.
Estimates are not guarantees. Carrier networks are busier at some times of year than others, and a delivery can occasionally take longer than usual.
Delivery charges
Delivery is charged at the following rates. The same rates are applied at checkout.
| Method | Charge |
|---|---|
| Royal Mail Tracked 48Usually 2 to 3 working days, with tracking. | £3.49 |
| Royal Mail Tracked 24Usually 1 to 2 working days, with tracking. | £5.49 |
Tracking
We will email you as soon as your order has been dispatched. Where the delivery method used includes tracking, that email will also carry the carrier and tracking number.
Tracking information comes from the carrier and can take a little while to appear after a parcel is collected.
If something goes wrong
Your order has not arrived
Check the dispatch email first — it confirms whether your order has left us, and carries tracking where the method includes it. If it is past the expected time, get in touch with your order number and we will look into it with the carrier.
Your parcel arrived damaged
Contact us as soon as you can, before disposing of the packaging. Photographs of the parcel and the doll help us resolve it quickly.
The wrong item arrived
Get in touch with your order number and tell us what arrived. Do not send it back before speaking to us — see our returns page for how damaged and incorrect items are handled.
Your parcel is marked as delivered
It is worth checking with neighbours and anywhere the carrier leaves parcels first. If it still cannot be found, contact us with your order number and we will raise it with the carrier.
- Have your order number to hand — it is in your confirmation email.
- Tell us the delivery address the order was placed with.
- Email info@reborndollshop.co.uk or use the contact form.
Still need help?
If anything here does not answer your question, get in touch and a person will reply.