Terms of service
DOLLAY TERMS OF SERVICE
Last updated: 14 September 2026
1. ABOUT THESE TERMS
Welcome to Dollay.
These Terms of Service ("Terms") set out the terms that apply when you visit or use the Dollay website at dollay.co.uk (the "Website") or purchase products from us.
The Website is operated by Dollay ("Dollay", "we", "us" or "our").
Dollay is a pre-loved online shop specialising in accessories for dolls.
Our collection may include pre-loved clothing, shoes, bags, jewellery, sunglasses and glasses, hair and beauty accessories, tiaras, doll pets, household accessories, food and other doll accessories.
By using the Website or placing an order with us, you agree to these Terms.
Please read them carefully before using the Website or placing an order.
If you do not agree to these Terms, please do not use the Website.
2. OUR BUSINESS
Dollay sells pre-loved doll accessories.
All products sold through Dollay are pre-loved and may have previously been owned, used, displayed or stored.
Because our products are pre-loved, individual items may naturally show signs of previous use, age or storage.
These may include, depending on the item:
• Minor marks
• Small scratches
• Scuffs
• Fading
• Discolouration
• Wear from previous play or display
• Clothing wear
• Packaging wear
• Missing original packaging
• Replacement or non-original accessories
• Other signs consistent with previous ownership
We aim to describe and photograph each product as accurately as reasonably possible.
Customers should carefully read the product description and examine all photographs before placing an order.
3. ELIGIBILITY TO PURCHASE
You must be legally capable of entering into a binding contract to purchase products from Dollay.
If you are under the age required to enter into a contract in your jurisdiction, you should only use the Website and place orders with the involvement and permission of a parent or legal guardian.
By placing an order, you confirm that the information you provide is accurate and that you are authorised to use the payment method provided.
4. OUR PRODUCTS
We make reasonable efforts to ensure that product descriptions, photographs and other information on the Website are accurate.
However, because Dollay sells individual pre-loved items, each item may have its own unique characteristics and condition.
Where relevant, product listings may identify:
• The item's condition
• Visible wear
• Marks or imperfections
• Missing parts
• Missing packaging
• Included accessories
• Non-original accessories
• Any other material information we are aware of
Please do not assume that an item shown in a photograph is included unless the listing indicates that it is included.
For example, where a listing states "doll only", "accessory only", "includes..." or otherwise identifies what is included, that description forms part of the product information.
5. PRODUCT PHOTOGRAPHS
We make reasonable efforts to photograph products accurately.
Photographs may show an item from different angles or in a styled setting to demonstrate its appearance or possible use.
Unless expressly stated otherwise, accessories or other items appearing in a photograph are not necessarily included in the purchase.
Colours may appear slightly different depending on lighting, photography, your device, monitor and screen settings.
A minor difference in colour caused by photography or display settings will not necessarily mean that a product is faulty or not as described.
However, nothing in these Terms limits your statutory rights where a product is materially different from its description.
Dolls Used for Display and Sizing
Dollay primarily sells pre-loved doll accessories. Dolls shown in product photographs may be used solely to demonstrate the accessory's size, scale, fit, appearance or intended use.
Unless the product listing expressly states that a doll is included, the doll shown in any photograph is not part of the purchase.
Customers should rely on the product title, description and “What’s Included” information to determine what is being sold. If you are unsure whether a particular item shown in a photograph is included, please contact us before purchasing.
6. PRODUCT CONDITION
Because Dollay sells pre-loved items, condition is an important part of our product descriptions.
We may use descriptions such as:
• Pre-loved
• Excellent condition
• Very good condition
• Good condition
• Used
• Vintage
• Play worn
• Display worn
• With signs of age
• As pictured
These descriptions are intended to help customers understand the condition of an individual item.
Where we are aware of a significant fault, defect, missing component or other material issue, we will aim to identify it in the listing.
A product being pre-loved does not remove or reduce your statutory consumer rights.
7. AVAILABILITY
All products are subject to availability.
Because Dollay sells individual and often unique pre-loved items, some products may be available in only one quantity.
We do not guarantee that a product will remain available.
If an item becomes unavailable after you have placed an order but before we have accepted it, we may contact you and cancel the affected order or item.
If we cancel an order because the product is unavailable, any payment already taken for that product will be refunded.
8. PRODUCT ERRORS
We take care when creating product listings, but occasionally an error may occur.
This may include an incorrect:
• Price
• Product description
• Photograph
• Availability status
• Product specification
If we discover a genuine error before your order has been dispatched, we may contact you to clarify the issue.
If an error means that a product cannot reasonably be supplied as described, we may cancel the affected order and refund any payment made.
Nothing in this section affects your statutory rights.
9. PRICES
Prices are displayed on the Website in pounds sterling (£), unless otherwise stated.
We take reasonable care to ensure prices are accurate.
Prices may change at any time, but a price change will not affect an order that we have already accepted, except where the order is affected by an obvious pricing error that could reasonably have been recognised as an error.
Where applicable, prices will include VAT or other taxes that we are legally required to include.
Any applicable delivery charges will be displayed before you complete your purchase.
10. PROMOTIONS AND DISCOUNTS
From time to time, Dollay may offer:
• Discount codes
• Promotional prices
• Sales
• Multi-buy offers
• Free gifts
• Other promotional offers
Each promotion may have its own terms and conditions.
Unless otherwise stated:
• Promotions cannot be exchanged for cash.
• Discount codes must be entered at checkout where required.
• Promotional offers cannot normally be applied retrospectively to previous purchases.
• Promotions may be limited to specific products, dates or customers.
• We reserve the right to withdraw or amend a promotion where permitted by law.
Any specific terms displayed alongside a promotion will take precedence over these general promotional provisions where there is a conflict.
11. PLACING AN ORDER
When you place an order through the Website, you are making an offer to purchase the selected products.
After placing your order, you may receive an automated confirmation email.
An order confirmation does not necessarily mean that your order has been accepted.
Your order is accepted when we confirm that the order has been accepted and/or dispatch the products, unless we have notified you otherwise.
We reserve the right to refuse or cancel an order where permitted by law, including in circumstances involving:
• Product availability issues
• Obvious pricing or listing errors
• Suspected fraud
• Payment problems
• Incorrect delivery information
• Abuse of promotional offers
• Other circumstances where fulfilment is not reasonably possible
If we cancel an order after payment has been taken, we will refund the relevant amount.
12. PAYMENT
Payment must be made using one of the payment methods available at checkout.
Payment must be successfully authorised before an order can be processed.
If payment is declined, reversed or otherwise fails, we may be unable to fulfil the order.
You confirm that you are authorised to use the payment method provided.
13. ORDER CONFIRMATION
After placing an order, we will normally send an order confirmation to the email address provided at checkout.
Please check your confirmation carefully.
If you believe that you have entered incorrect information, such as an incorrect delivery address, please contact us as soon as possible at:
hey@dollay.co.uk
We cannot guarantee that we will be able to change an order once it has entered our processing or dispatch process.
14. DELIVERY
We deliver to the destinations and using the delivery methods displayed at checkout.
Estimated delivery times are provided as guidance unless a specific delivery date has been expressly agreed.
Delivery times may be affected by circumstances outside our reasonable control, including postal delays, courier delays, severe weather, strikes, customs delays or other disruptions.
We will make reasonable efforts to ensure your order is dispatched within the timeframe communicated to you.
If there is a significant delivery problem, please contact:
hey@dollay.co.uk
15. DELIVERY ADDRESS
You are responsible for providing an accurate and complete delivery address.
Please check your delivery details carefully before completing your order.
If you provide an incorrect address and the parcel is subsequently returned to us, additional delivery charges may apply before we can resend the order, where permitted by law.
This does not affect your statutory rights.
16. RISK AND DELIVERY
Where required by applicable consumer law, responsibility for the goods remains with Dollay until the goods come into the physical possession of you or a person you have identified to receive them.
You should contact us if an order is marked as delivered but you have not received it.
We may ask you for information reasonably necessary to investigate the delivery issue.
17. LOST, MISSING OR DAMAGED DELIVERIES
If your order does not arrive, appears to be lost, or arrives damaged, please contact us at:
hey@dollay.co.uk
Please provide your order number and details of the issue.
Where appropriate, we may ask for photographs of damaged packaging or products.
We will investigate delivery problems and take appropriate action in accordance with applicable law.
18. RETURNS AND REFUNDS
Our Returns & Refund Policy explains your rights and our procedures for:
• Change-of-mind returns
• Faulty goods
• Damaged goods
• Goods that are not as described
• Refunds
• Return postage
• Diminished value
Our Returns & Refund Policy forms part of these Terms.
You can contact us regarding a return or refund at:
hey@dollay.co.uk
Nothing in our Returns & Refund Policy or these Terms affects your statutory consumer rights.
19. CHANGE-OF-MIND CANCELLATION
If you purchase from Dollay online, you may have a statutory right to cancel your order within the applicable cancellation period under UK consumer law.
Further information is provided in our Returns & Refund Policy.
For change-of-mind returns, the customer is normally responsible for the cost of returning the goods to Dollay.
Where permitted by law, the customer may also be responsible for any reduction in the value of goods resulting from handling beyond what is reasonably necessary to inspect them.
This does not affect your statutory rights.
20. FAULTY OR NOT-AS-DESCRIBED PRODUCTS
If a product is faulty, damaged, not as described or otherwise does not meet your statutory rights, please contact us at:
hey@dollay.co.uk
Please provide your order number and details of the issue.
We may ask for photographs or other information to help us understand the problem.
We will deal with qualifying issues in accordance with applicable UK consumer law.
A product being pre-loved does not remove your statutory rights.
21. CUSTOMERS ARE NOT EXPECTED TO ACCEPT UNDISCLOSED FAULTS
The fact that an item is pre-loved does not mean that customers automatically accept every possible defect.
Where we know about a significant fault or material imperfection, we will aim to disclose it in the product listing.
A condition that has not been properly disclosed may still be subject to your statutory rights.
22. EXCHANGES
We do not guarantee exchanges for change-of-mind purchases.
Where you wish to purchase a different item, you may return the original item in accordance with our Returns & Refund Policy and place a new order.
If we are able to arrange an exchange in a particular circumstance, we will confirm this with you.
23. CANCELLATION BY DOLLAY
We may cancel an order before dispatch where reasonably necessary, including where:
• A product is no longer available
• There is an obvious pricing or listing error
• We suspect fraudulent or unlawful activity
• Payment has not been successfully received
• We are unable to fulfil the order
• An error has occurred that prevents us from reasonably fulfilling the order
If we cancel an order after payment has been taken, we will refund the payment relating to the cancelled order.
24. ACCURACY OF WEBSITE INFORMATION
We aim to keep the information on our Website accurate and up to date.
However, we do not guarantee that every piece of information will always be complete, current or free from typographical or technical errors.
We may update, correct or change Website content at any time.
This does not affect rights you have in relation to products you have already purchased.
25. WEBSITE AVAILABILITY
We aim to keep the Website available and functioning properly.
However, we cannot guarantee uninterrupted access.
The Website may occasionally be unavailable due to:
• Maintenance
• Updates
• Technical problems
• Hosting issues
• Security incidents
• Internet or network problems
• Circumstances outside our reasonable control
We will make reasonable efforts to restore the Website where problems occur.
26. ACCEPTABLE USE
You agree not to misuse the Website.
You must not knowingly:
• Attempt to gain unauthorised access to the Website
• Introduce viruses, malware or other harmful material
• Interfere with Website security
• Attempt to disrupt Website functionality
• Use the Website for fraudulent purposes
• Use automated systems to improperly access or scrape the Website
• Attempt to obtain products or promotional benefits through deception
• Use another person's payment details without permission
• Engage in activity that could damage Dollay or other customers
27. INTELLECTUAL PROPERTY
Unless otherwise stated, the Website and its content are owned by or licensed to Dollay.
This includes, where applicable:
• Dollay branding
• Dollay logos
• Website design
• Product photography created by Dollay
• Written content
• Graphics
• Illustrations
• Original artwork
• Blog content
• Other original materials
You may view the Website and use its content for your personal, non-commercial use.
You must not copy, reproduce, distribute, modify, sell or commercially exploit Dollay's original content without our written permission.
Nothing in these Terms transfers ownership of Dollay's intellectual property to you.
28. THIRD-PARTY BRANDS AND IMAGES
Some products sold by Dollay may be branded products originally manufactured by third parties.
Any third-party trademarks, brand names or logos remain the property of their respective owners.
Their appearance on our Website is intended to identify the relevant product and does not imply that Dollay owns or is affiliated with those brands unless expressly stated.
29. USER REVIEWS AND CONTENT
If you submit a review, photograph, testimonial or other content to Dollay, you confirm that:
• The content is your own or you have permission to provide it.
• You have the right to allow Dollay to use it.
• It does not knowingly infringe another person's rights.
• It is not unlawful, abusive, defamatory, misleading or fraudulent.
By submitting content, you give Dollay permission to use, reproduce and display that content for legitimate business and promotional purposes, including on our Website and social media, subject to applicable law.
You retain ownership of your original content.
We may remove content where we reasonably believe it breaches these Terms or applicable law.
30. LINKS TO THIRD-PARTY WEBSITES
Our Website may contain links to websites operated by third parties.
We do not control those websites and are not responsible for their content, availability, privacy practices or terms.
If you follow a third-party link, you should review the relevant website's terms and privacy policy.
31. THIRD-PARTY SERVICES
Our Website may use third-party services and applications to provide functions such as:
• Payments
• Delivery
• Analytics
• Marketing
• Reviews
• Customer support
• Website functionality
• Security
Those services may be subject to their own terms and privacy policies.
32. LIABILITY
Nothing in these Terms excludes or limits liability where it would be unlawful to do so.
This includes liability that cannot legally be excluded or limited under applicable consumer protection law.
Subject to that:
• We are responsible for losses that are a foreseeable result of our breach of these Terms or applicable law.
• We are not responsible for losses that are not reasonably foreseeable.
• We are not responsible for losses caused by circumstances outside our reasonable control.
If you are purchasing products as a consumer, nothing in these Terms affects your legal rights.
33. EVENTS OUTSIDE OUR REASONABLE CONTROL
We will not be responsible for delays or failures caused by circumstances outside our reasonable control.
These may include:
• Severe weather
• Natural disasters
• Fire
• Flood
• Power failures
• Internet or telecommunications failures
• Strikes
• Industrial disputes
• Postal or courier disruption
• Government action
• Changes in law
• Civil emergencies
• War or terrorism
• Other circumstances beyond our reasonable control
Where possible, we will take reasonable steps to minimise the impact and keep customers informed.
34. PRIVACY
Your personal information is handled in accordance with our Privacy Policy.
Our Privacy Policy explains:
• What information we collect
• Why we collect it
• How we use it
• Who we share it with
• Your data protection rights
• How you can contact us about your information
You can contact us about privacy matters at:
hey@dollay.co.uk
35. ACCOUNT SECURITY
If you create an account with Dollay, you are responsible for keeping your login details confidential.
You should notify us if you believe that your account has been accessed without your permission.
We may suspend or restrict an account where we reasonably believe it has been compromised or misused.
36. TERMINATION OR RESTRICTION OF ACCESS
We may restrict or suspend access to the Website where reasonably necessary to:
• Protect the Website
• Protect customers
• Prevent fraud or misuse
• Investigate suspected unlawful activity
• Maintain Website security
• Enforce these Terms
This does not affect any rights you have under applicable consumer law.
37. GOVERNING LAW
These Terms and any contract between you and Dollay are governed by the laws of England and Wales.
If you are a consumer living elsewhere in the United Kingdom, you will also retain any mandatory consumer protection rights that apply to you.
Nothing in these Terms is intended to deprive you of consumer rights that cannot legally be excluded.
38. DISPUTES AND COMPLAINTS
If you have a problem with an order or our services, please contact us first.
We want the opportunity to understand what has happened and try to resolve the issue.
You can contact us at:
hey@dollay.co.uk
Please include your order number and as much relevant information as possible.
Nothing in this section prevents you from exercising any statutory rights or pursuing any legal remedy available to you.
39. CHANGES TO THESE TERMS
We may update these Terms from time to time.
Changes may be made to reflect:
• Changes to our business
• Changes to our Website
• Changes to our products or services
• Changes to applicable law
• Changes to technology
• Other operational or legal requirements
The latest version will be displayed on the Website and will include an updated "Last updated" date.
Changes will not retrospectively alter the terms of an order that we have already accepted where this would be unlawful.
40. SEVERABILITY
If any provision of these Terms is found to be unlawful, invalid or unenforceable, that provision will be interpreted or modified to the extent necessary to make it lawful and enforceable where possible.
If this is not possible, the relevant provision will be treated as removed.
The remaining provisions will continue to apply.
41. NO WAIVER
If we do not immediately enforce a provision of these Terms, this does not mean that we have waived our right to enforce it later.
42. ENTIRE AGREEMENT
These Terms, together with our Privacy Policy, Returns & Refund Policy and any specific terms displayed in relation to a product or promotion, form the basis of the agreement between you and Dollay in relation to your use of the Website and purchases made through it.
Where specific terms apply to a particular product, promotion or service, those specific terms will apply in addition to these Terms.
43. CONTACT DOLLAY
If you have any questions about these Terms, an order, a product, a return, a complaint or anything else relating to Dollay, please contact us:
Dollay
Email: hey@dollay.co.uk
Website: dollay.co.uk
44. YOUR STATUTORY RIGHTS
Nothing in these Terms removes, restricts or limits any statutory rights you have as a consumer.
In particular, where applicable, your legal rights in relation to products being:
• Of satisfactory quality
• As described
• Fit for purpose
• Durable
• Free from relevant defects
remain unaffected.
If there is any conflict between these Terms and your statutory consumer 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