Customer service
Returns & Refunds
If something is not right, we would like to put it right. Here is how returns and refunds work at The Dollery.
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Your rights
Anything set out on this page is in addition to the rights you have under UK consumer law. Nothing here reduces or replaces those rights.
If you believe an item is faulty, not as described, or you want to cancel an order placed online, contact us and we will work through it with you.
Changing your mind
We are finalising the period during which a change-of-mind return can be requested, so we are not publishing one yet. If you have changed your mind about an order, please contact us — your legal cancellation rights are not affected by us still writing this down.
A change-of-mind return is different from an item that arrived damaged or incorrect. Those are covered further down this page.
How to request a return
Please get in touch before sending anything back, so we can tell you where to send it and make sure your return is matched to your order.
- Email info@reborndollshop.co.uk or use the contact form.
- Include your order number and tell us which item is affected.
- Tell us briefly why you would like to return it.
- We will reply with what to do next, including where to send it.
Your order number is in your confirmation email. It starts with TD- followed by two groups of numbers and letters.
Return condition
We have not published condition requirements for change-of-mind returns. When you contact us we will tell you exactly what is needed for your return — we would rather do that than publish a list of rules we have not agreed.
These points do not apply to an item that is faulty, damaged in transit or not what you ordered.
Return postage
We have not yet confirmed who covers return postage on change-of-mind returns, so we are not stating it here. We will tell you before you send anything back.
If an item arrives damaged, faulty or incorrect, you should not be out of pocket to return it. Contact us and we will arrange it.
Please do not send anything back before contacting us — we will give you the return address when we confirm your return.
Damaged, faulty or incorrect items
This is not treated as a change-of-mind return, and none of the conditions above apply to it.
Contact us as soon as you notice the problem, with your order number and a short description. Photographs of the item and its packaging usually help us sort it out faster — and please keep the packaging until we have had a chance to look.
We will confirm what happens next before you send anything back.
Refunds
Refunds are made to the original payment method used to place the order. We are not able to refund to a different card or account.
We have not published a refund processing time, so we are not promising one. We will confirm timings with you directly when your return is agreed, and your statutory rights on refund timing are unaffected.
After a refund is issued, how quickly it appears is up to your bank or card issuer rather than us.
Cancellations
If you would like to cancel an order, contact us as soon as possible with your order number and we will tell you where it has got to.
We cannot promise that every order can be stopped — once an order has been picked and handed to a carrier it is on its way. If that has already happened, we will help you return it instead.
Still need help?
If anything here does not answer your question, get in touch and a person will reply.