Refund policy
DOLLAY RETURNS & REFUND POLICY
Last updated: September 2026
At Dollay, we want you to be happy with your purchase. We sell a mixture of new and pre-loved dolls, accessories and other items, and because many of our products have had a previous life, we take care to describe their condition as accurately as possible.
Please read the product description and look carefully at all photographs before purchasing, particularly where an item is pre-loved or used.
This policy explains how returns, refunds and faulty or damaged items are handled. Nothing in this policy affects your statutory rights under UK consumer law.
1. PRE-LOVED & USED ITEMS
Many items sold by Dollay are pre-loved, previously owned or have been played with or displayed.
As a result, some items may naturally show signs of previous use or age, including:
• Minor marks or scratches
• Small signs of play or display wear
• Fading or changes in colour
• Age-related wear
• Minor scuffs
• Wear to clothing or accessories
• Packaging wear
• Missing original packaging
• Replacement or non-original accessories
• Other minor imperfections consistent with the item's age and previous use
Where we are aware of a significant fault, defect, missing part or other material issue, we will make this clear in the product description and/or photographs wherever reasonably possible.
Please consider the photographs and condition description as part of the product information before placing your order.
Pre-loved status does not remove your legal rights. An item still needs to be as described and meet the relevant requirements under UK consumer law.
2. CHANGE-OF-MIND RETURNS
If you purchase from Dollay online and simply change your mind, you generally have a legal right to cancel your order under the Consumer Contracts Regulations 2013.
You do not need to provide a reason for cancelling.
You normally have 14 days from the day after receiving your order to tell us that you wish to cancel.
Once you have told us that you wish to cancel, you normally have a further 14 days to send the item back to us.
To start a change-of-mind return, please email:
hey@dollay.co.uk
Please include:
• Your full name
• Order number
• The item(s) you wish to return
• Confirmation that you wish to cancel/return the order
We will then provide the relevant return instructions.
3. RETURN POSTAGE FOR CHANGE-OF-MIND RETURNS
For a change-of-mind return, you are responsible for the cost of returning the item to Dollay, unless we have agreed otherwise.
We recommend using a tracked delivery service and keeping your proof of postage until your refund has been completed.
Please package the item securely. Dollay cannot be responsible for an item being damaged or lost while being returned by you.
If a return is damaged in transit because it was inadequately packaged, this may affect the amount refunded where permitted by law.
4. CONDITION OF RETURNED ITEMS
You have the right to handle and inspect an item to establish its nature, characteristics and functionality in the same way you reasonably could in a shop.
However, if an item has been handled or used beyond what is reasonably necessary to inspect it, and its value has consequently been reduced, we may be entitled to make a reasonable deduction from your refund.
For example, a deduction may be appropriate where an item has:
• Been played with rather than simply inspected
• Acquired additional marks, scratches or damage
• Been altered or customised
• Had parts or accessories removed
• Been excessively handled
• Been cleaned or treated in a way that changes or damages it
• Been returned with missing components
• Been returned in a substantially worse condition than when sent
Any deduction will reflect the actual reduction in value and will not be used simply because an item has been opened or reasonably inspected.
5. RETURNING PRE-LOVED ITEMS
Because many Dollay products are pre-loved, please remember that the condition you receive the item in is important.
A pre-loved item does not need to be in "new" condition in order to qualify for a return.
However, it should be returned in substantially the same condition in which you received it, allowing for reasonable inspection.
Where an item was supplied with accessories, clothing, packaging or other components, please return these with the item wherever reasonably possible.
6. FAULTY, DAMAGED OR NOT-AS-DESCRIBED ITEMS
A faulty, damaged or incorrectly described item is not treated as a normal change-of-mind return.
Your statutory rights apply.
If you believe your item:
• Is faulty
• Arrived damaged
• Is significantly different from its description
• Is missing something that was stated as included
• Is not of the condition reasonably represented in the listing
• Is the wrong item
please contact us as soon as possible at:
hey@dollay.co.uk
Please provide your:
• Order number
• Name
• Description of the problem
• Photographs and/or video where appropriate
We may ask for photographs to help us understand what has happened and, where appropriate, to assist with arranging a replacement, repair or refund.
Please do not attempt to repair, alter, customise, clean or dispose of an item you believe is faulty before contacting us, as doing so may make it more difficult for us to assess the problem.
This does not affect your statutory rights.
7. DAMAGE AFTER DELIVERY
Dollay is not responsible for damage caused after delivery by:
• Accidental damage
• Misuse
• Neglect
• Improper storage
• Attempted repairs
• Unauthorised alterations or modifications
• Customisation
• Cleaning or treatment that damages the item
• Normal wear and tear occurring after delivery
This does not affect your statutory rights where the underlying problem was already present when the item was supplied.
8. MISSING PARTS & ACCESSORIES
We will aim to make it clear in the product description and photographs what is included with each item.
Please pay particular attention to wording such as:
• "Doll only"
• "Accessory only"
• "Includes..."
• "Does not include..."
• "As pictured"
Unless specifically stated otherwise, items shown in photographs are not necessarily included with the purchase.
If an item arrives missing something that was specifically stated as included in the listing, please contact us at:
hey@dollay.co.uk
9. PRODUCT PHOTOGRAPHS & COLOURS
We make every reasonable effort to photograph and describe our products accurately.
Please be aware that colours can sometimes appear slightly different depending on:
• Lighting conditions
• Photography
• Your device or monitor
• Screen settings
Minor differences in colour caused by photography or display settings do not necessarily mean an item is defective or not as described.
However, if an item is materially different from its description, please contact us.
10. HYGIENE & SEALED ITEMS
Certain goods may be excluded from the statutory cancellation right where the law permits, including certain sealed items where returning them would not be appropriate for health or hygiene reasons once the seal has been broken.
Where a specific legal exception applies to a product, we will make this clear wherever reasonably possible.
This does not affect your statutory rights in relation to faulty, damaged or misdescribed goods.
11. BUNDLES & SETS
If you purchase an item as part of a bundle or set and wish to cancel the purchase, the relevant bundle or set should normally be returned together.
Where a promotional discount was applied because multiple items were purchased together, returning only part of the qualifying purchase may affect the amount refunded.
Any adjustment will be explained clearly and will be handled in accordance with applicable consumer law.
12. FREE GIFTS & PROMOTIONAL ITEMS
Where a free gift or promotional item was supplied because your order met a particular promotional condition, cancellation of the qualifying purchase may mean that the promotional item also needs to be returned.
Where this applies, we will explain what needs to be returned and how it affects the refund.
13. REFUNDS
Once a valid cancellation has been made and the returned goods have been received, or you have provided appropriate evidence that they have been sent back, we will process your refund in accordance with applicable law.
Where you exercise your statutory cancellation right:
• We will refund the price paid for the returned goods.
• We will refund the cost of the standard delivery option originally paid.
• We are not required to refund any additional amount paid for an upgraded or express delivery service.
• The cost of returning the goods to Dollay is normally your responsibility for a change-of-mind return.
• Refunds will normally be made using the original payment method.
Where a lawful deduction for diminished value applies, this will be taken into account when calculating the refund.
14. WHEN YOUR REFUND MAY BE DELAYED
For cancelled orders, we may wait until we have received the returned goods or until you provide evidence that you have sent them back, whichever occurs first, where permitted by law.
This helps protect both you and Dollay against goods being lost in transit.
Once the relevant requirements have been met, we will process your refund within the applicable legal timeframe.
15. MULTIPLE-ITEM ORDERS
If you purchase multiple items in one order, you may normally exercise your cancellation rights in relation to individual items where applicable.
If you wish to cancel the entire order, please clearly tell us which items are being returned.
Please include your order number with your cancellation request.
16. EXCHANGES
We do not guarantee exchanges for change-of-mind purchases.
If you would prefer a different item, you can contact us at:
hey@dollay.co.uk
Where possible, we may be able to help, but availability cannot be guaranteed.
You may instead return the original item in accordance with this policy and place a new order.
17. SALE & DISCOUNTED ITEMS
Sale, discounted and promotional items are still covered by your statutory consumer rights.
A reduced price does not remove your legal rights where an item is faulty, not as described or otherwise fails to meet the requirements of applicable consumer law.
However, where a particular fault or imperfection has been clearly disclosed before purchase and the price has been reduced because of that disclosed issue, you cannot normally subsequently claim that same disclosed issue as an undisclosed fault.
18. COLLECTOR & VINTAGE ITEMS
Some Dollay items may be vintage, collectible, discontinued or particularly old.
Condition can be subjective with collectible items, so please carefully consider:
• Photographs
• Condition descriptions
• Age
• Wear
• Packaging
• Accessories
• Any imperfections specifically identified in the listing
Where we know about significant imperfections or missing components, we will aim to identify them clearly.
19. AUTHENTICITY & PRODUCT INFORMATION
We aim to provide accurate information about brands, products, accessories and their condition.
Where an item is branded or collectible, we will describe it based on the information reasonably available to us.
We do not knowingly misrepresent products or their condition.
If you believe an item is materially different from the information provided in its listing, please contact:
hey@dollay.co.uk
20. RETURNS ADDRESS
Please do not send a return to an address shown on an invoice, parcel or other Dollay communication unless we have specifically instructed you to do so.
Contact us first at:
hey@dollay.co.uk
We will provide the appropriate return instructions.
This helps us make sure your return is correctly identified and processed.
21. INTERNATIONAL ORDERS
If you purchase from outside the UK, additional consumer rights may apply depending on the country in which you live.
Nothing in this policy is intended to remove or restrict rights that cannot legally be excluded.
International customers should contact:
hey@dollay.co.uk
if they need assistance with a return.
Any customs duties, taxes or other charges associated with an international return will be dealt with in accordance with applicable law and the circumstances of the return.
22. INSPECTION OF RETURNED ITEMS
When a product is returned, Dollay may inspect the item to confirm:
• That it is the item originally supplied
• Its condition
• Whether accessories or components have been returned
• Whether additional damage has occurred
• Whether the item corresponds with the original listing
This is intended to ensure that returns and refunds are processed fairly and accurately.
23. YOUR STATUTORY RIGHTS
Nothing in this Returns & Refund Policy affects your statutory rights.
In particular, where applicable, your rights relating to goods being:
• As described
• Of satisfactory quality
• Fit for purpose
• Free from relevant faults or defects
cannot simply be excluded by this policy.
If there is any conflict between this policy and your statutory rights, your statutory rights will take precedence.
24. HOW TO CONTACT DOLLAY
For any question regarding a return, refund, faulty item, damaged delivery or cancellation, please contact us:
Email: hey@dollay.co.uk
Please include your order number wherever possible so that we can deal with your enquiry as quickly as possible.
A NOTE FROM DOLLAY
We know that buying pre-loved dolls and accessories can sometimes feel a little different from buying brand-new products.
That's part of what makes Dollay special.
Every pre-loved item has already had a story — and we're giving it the chance to start another one. We simply ask that you take a good look at the photographs and condition description before ordering so you know exactly what you're getting.
And if you change your mind? That's okay. We want you to feel comfortable shopping with us.
If something genuinely isn't as described or arrives with a problem, please tell us — we'll always want the opportunity to put it right.
hey@dollay.co.uk