Customer service
Frequently asked questions
Answers about our dolls, delivery, orders and returns. If yours is not here, please ask.
Our dolls
Do you stock Arias dolls?
Yes. You can browse our current Arias range.
Do you stock Llorens dolls?
Yes. Our Llorens range sits alongside Arias.
Are your dolls genuine?
We sell genuine dolls made by Arias and Llorens, the two Spanish makers. We do not describe ourselves as an authorised retailer for either brand, because that is a formal status and we would only claim it if it had been granted.
What is a reborn doll?
Reborn dolls are made to look and feel like a real baby, with detailed painting, weighted bodies and soft materials. Our reborn collection gathers the dolls in our range described that way by their makers.
What size are the dolls?
Sizes vary by doll and are shown in centimetres on each product page, along with the colour and what is included in the box. We take those details from the maker rather than estimating them.
Do you sell prams, furniture and accessories?
Are the dolls suitable for a particular age?
Age guidance comes from the manufacturer and is shown on the product page where the maker has provided it. Where it is not shown, we do not have it, and we would rather say that than guess. If you are buying as a gift and are unsure, please ask us.
Delivery
Where are your dolls sent from?
Our stock is held here in the United Kingdom and orders are sent from the UK.
How much does delivery cost?
Our delivery charges are listed in full on the delivery page, and the same rates are applied at checkout.
How long will my order take?
Dispatch time and carrier delivery time are two different things, and we publish them separately on the delivery page as they are confirmed. We will not give you a delivery date we cannot stand behind.
Do you deliver outside the UK?
Not at present. We currently deliver within the United Kingdom.
How will I know when my order has been dispatched?
We email you as soon as your order leaves us. Where the delivery method used includes tracking, that email carries the carrier name and your tracking number.
Orders and payment
How can I pay?
Payments are handled by Stripe. You can pay by card, and by Apple Pay or Google Pay where your device and browser support them. Card details are entered directly with Stripe — The Dollery never sees or stores your card number.
Do I need an account to order?
No. You can shop and check out as a guest — your basket is kept for you without signing up.
How do I check on my order?
Your confirmation email carries your order number, which starts with TD-. Send it to us through the contact form and we will look it up.
Can I change or cancel my order?
Contact us as soon as you can with your order number and we will tell you where it has got to. We cannot promise every order can be stopped — once it has been handed to a carrier it is on its way. See returns and refunds.
Are your prices in pounds?
Yes. All prices are shown and charged in GBP.
Returns and refunds
How do I request a return?
Get in touch before sending anything back, with your order number and which item is affected. Full detail is on the returns page.
My doll arrived damaged. What should I do?
Contact us as soon as you notice, and keep the packaging until we have looked into it. Photographs help. This is not treated as a change-of-mind return.
How will I be refunded?
Refunds go back to the original payment method used for the order. We cannot refund to a different card or account.
Still need help?
If anything here does not answer your question, get in touch and a person will reply.