Shipping policy
DOLLAY SHIPPING POLICY 💕
Last updated: 14 September 2026
SHIPPING AT DOLLAY
We want getting your Dollay order to be as simple and straightforward as possible.
Dollay is a small independent business specialising in pre-loved doll accessories. Every order is carefully picked, checked, packed and dispatched with care.
We currently ship orders across the UK, with tracking provided on every order.
As a small business with one owner, our regular shipping days are:
MONDAY
WEDNESDAY
FRIDAY
This schedule allows us to carefully prepare every order while continuing to give each customer and every parcel the attention it deserves.
WHEN WILL MY ORDER BE SHIPPED?
Orders placed before 12pm (noon) on one of our shipping days will normally be dispatched that same day.
Orders placed after 12pm will be dispatched on the next available shipping day.
Our usual schedule is:
• Monday before 12pm → dispatched Monday
• Monday after 12pm → dispatched Wednesday
• Tuesday → dispatched Wednesday
• Wednesday before 12pm → dispatched Wednesday
• Wednesday after 12pm → dispatched Friday
• Thursday → dispatched Friday
• Friday before 12pm → dispatched Friday
• Friday after 12pm → dispatched Monday
• Saturday → dispatched Monday
• Sunday → dispatched Monday
Please note that our shipping days refer to the day your order leaves Dollay. They do not guarantee that your parcel will arrive on the same day.
Orders may occasionally take longer to dispatch during particularly busy periods, promotions, holidays or circumstances outside our reasonable control.
FREE SHIPPING
We offer FREE standard shipping on all UK orders over £50.
The qualifying order value is based on the products in your order after any applicable discounts, unless otherwise stated.
If your order does not qualify for free shipping, the available delivery options and their prices will be displayed at checkout.
DELIVERY OPTIONS
We currently offer standard UK delivery through trusted delivery providers, which may include:
• InPost
• Evri
• Royal Mail
The delivery options available for your order will be displayed at checkout based on your delivery address and the services available at the time of purchase.
At present, we offer standard delivery only.
We are planning to introduce a next-day delivery option in the future, but this is not currently available.
Any new delivery services will be clearly displayed on our Website once they become available.
TRACKING
Tracking is provided on all Dollay orders.
Once your order has been dispatched, tracking information will be provided so that you can follow your parcel's journey.
Please check your email, including your junk or spam folder, if you have not received your tracking information.
Please be aware that tracking information may not update immediately after dispatch.
There can sometimes be a delay between a parcel being handed to the delivery provider and the first tracking scan appearing on their system.
DELIVERY TIMES
Dollay currently offers standard delivery only.
Delivery times are estimates provided by the relevant delivery provider and are not guaranteed unless we have specifically agreed otherwise with you.
Once your parcel has been handed to the delivery provider, the delivery process is outside Dollay's direct control.
Delays can occasionally occur because of:
• High volumes
• Weather
• Bank holidays
• Postal or courier disruption
• Operational issues
• Incorrect or incomplete delivery information
• Other circumstances outside our reasonable control
If your parcel appears to be delayed, please check the tracking information first.
If you are still concerned, please contact us at:
hey@dollay.co.uk
UK DELIVERY ONLY
Dollay currently delivers within the United Kingdom only.
International delivery is not currently available.
We hope to introduce international shipping in the future as Dollay grows.
When international delivery becomes available, we will update our Website and Shipping Policy with the relevant information, delivery options and charges.
DELIVERY ADDRESS
Please make sure your delivery address is correct before completing your order.
Once an order has been dispatched, we may not be able to change the delivery address.
If you realise that you have entered an incorrect address, please contact us as soon as possible at:
hey@dollay.co.uk
We will do our best to help, but we cannot guarantee that changes can be made once an order has entered our processing or dispatch process.
If an order is returned to us because an incorrect or incomplete address was provided, additional delivery charges may apply before the order can be resent, where permitted by law.
IF YOUR PARCEL IS DELAYED
If your parcel has not arrived within the expected delivery timeframe, please first check your tracking information for the latest update.
If the tracking information has not provided a satisfactory explanation or you are concerned that your parcel may be lost, please contact us at:
hey@dollay.co.uk
Please include your order number so that we can investigate the issue and, where appropriate, contact the relevant delivery provider.
IF YOUR PARCEL IS MARKED AS DELIVERED BUT YOU HAVE NOT RECEIVED IT
If your tracking information shows that your parcel has been delivered but you cannot locate it, please:
1. Check around your property and any designated safe place.
2. Check whether a neighbour has accepted the parcel.
3. Check the tracking information for delivery notes or photographs.
4. Contact us at hey@dollay.co.uk if you still cannot locate your order.
We will do our best to assist and investigate the issue with the relevant delivery provider.
Nothing in this section affects your statutory rights.
DAMAGED PARCELS
We take reasonable care when packing your order to help protect your Dollay accessories during their journey.
If your parcel arrives visibly damaged, please take photographs of the packaging and the contents before disposing of the packaging and contact us at:
hey@dollay.co.uk
Please provide:
• Your order number
• Photographs of the packaging
• Photographs of the damaged item
• A description of the damage
This information may help us investigate the issue with the delivery provider and determine the appropriate next steps.
Please do not dispose of damaged packaging until we have advised you that it is no longer required.
MISSING OR INCORRECT ITEMS
If your order arrives and something is missing, or you have received an incorrect item, please contact us as soon as possible at:
hey@dollay.co.uk
Please include:
• Your order number
• Your name
• Details of the issue
• Photographs where appropriate
We will investigate what has happened and work with you to resolve the issue.
PRE-LOVED ITEMS
Every item sold by Dollay is pre-loved.
Our products have previously been owned, used, displayed or stored and may therefore show signs of previous ownership, use or age.
Depending on the individual item, this may include minor marks, scratches, scuffs, fading, wear, packaging wear or other signs consistent with its previous life.
We aim to provide clear photographs and accurate condition descriptions for each item.
Please see our Returns & Refund Policy for further information about pre-loved items and your consumer rights.
SUSTAINABLE & REUSED PACKAGING 🌱
At Dollay, sustainability is important to us.
Because we are a small pre-loved business, we believe that packaging should have more than one life wherever it is safe and appropriate to do so.
For this reason, we may reuse clean and suitable packaging materials when preparing your order rather than automatically purchasing brand-new packaging for every parcel.
This may include:
• Previously used cardboard boxes
• Delivery boxes
• Postal packaging
• Paper packaging
• Bubble wrap or other protective materials
• Tissue paper
• Clean, previously used food-product packaging
• Cereal, biscuit or other food boxes
• Other suitable packaging materials that can safely be reused
Some of the packaging used to protect your order may therefore have originally been used to contain food or other household products.
We do this as part of our commitment to reducing unnecessary waste and giving packaging another use wherever reasonably possible.
ALLERGIES & SENSITIVITIES
If you or the intended recipient has a food allergy, severe sensitivity, chemical sensitivity or any other condition where contact with previously used packaging could present a concern, you MUST contact us before placing your order.
Please email:
hey@dollay.co.uk
before ordering and tell us about your specific packaging requirements.
Where reasonably possible, we will discuss alternative packaging arrangements with you before your order is dispatched.
If you do not contact us before placing your order, we may use our normal reused packaging process, which can include clean packaging that has previously contained food products.
Customers with allergies or sensitivities should therefore not assume that all packaging supplied by Dollay will be new, unused or free from previous contact with particular substances.
We cannot guarantee that reused packaging has never previously been exposed to a particular allergen, fragrance, cleaning product, chemical or other substance.
If you have a known or severe allergy or sensitivity, please contact us before ordering so that we can discuss whether we are able to accommodate your requirements.
Nothing in this section is intended to exclude or limit any liability that cannot legally be excluded or limited under applicable law.
IMPORTANT PACKAGING INFORMATION
Any reused food packaging supplied by Dollay is used solely as external or protective packaging.
It is not intended for the storage, preparation or consumption of food.
Please do not use reused packaging supplied with your order for food storage or food preparation.
Packaging should be disposed of or recycled appropriately once it is no longer required.
WHY WE REUSE PACKAGING 💚
Every box reused is one less box that needs to be purchased and manufactured specifically for a single journey.
As a pre-loved business, we believe the idea of giving something another life shouldn't stop with our products.
Where it is safe and practical to do so, we give our packaging another journey too.
It may not always be the prettiest box you've ever received, but we'd rather put a perfectly good box to work again than throw it away.
Thank you for helping us make Dollay a little more sustainable.
SHIPPING CUT-OFFS AND BUSY PERIODS
Our normal shipping schedule is Monday, Wednesday and Friday, with a 12pm cut-off on each shipping day.
During particularly busy periods, launches, promotions, seasonal periods or other circumstances outside our reasonable control, dispatch may occasionally take longer.
If there is a significant change to our usual dispatch schedule, we will try to communicate this clearly through the Website or other appropriate channels.
BANK HOLIDAYS
Our regular Monday, Wednesday and Friday shipping schedule may be affected by UK bank holidays or other occasions when delivery services are not operating normally.
Where this happens, your order will be dispatched on the next available shipping day.
Bank holidays may also affect delivery times once your parcel has been handed to the delivery provider.
OUR SMALL-BUSINESS PROMISE 💗
Dollay is currently a small, independent business with one owner.
That means your order isn't disappearing into a huge warehouse.
Every order is personally picked, checked, packed and prepared for its journey.
We currently ship three days a week — Monday, Wednesday and Friday — so that we can keep things manageable while giving every order the care and attention it deserves.
As Dollay grows, we'll continue to look at ways to make delivery even faster and more flexible, including our planned next-day delivery option.
For now, we hope you'll enjoy knowing that your order has been packed with care and is making its way to you with tracking every step of the journey.
CONTACT US
If you have any questions about shipping, delivery, packaging or your order, please contact us:
Email: hey@dollay.co.uk
We aim to respond to emails within 24 hours.
Live chat is available Monday to Friday, 9am–5pm.
IMPORTANT
Nothing in this Shipping Policy removes, restricts or limits any statutory rights you have as a consumer under UK law.
Where there is any conflict between this policy and your statutory rights, your statutory rights will take precedence.
DOLLAY
Pre-loved doll accessories, given another chance to be loved.
Email: hey@dollay.co.uk
Website: dollay.co.uk