Dollshouse Mania

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Customer Services

Normal Shipping & Delivery.( Please see Home page about unusual circumstances during the Coronavirus epedemic)

In unusual circumstances, if the order is going to be delayed, or if a product is out of stock we will let you know.
Parcels in the UK are shipped as soon as possible by Royal Mail 24,  but please allow up to 5 working days. All parcels are recorded by Royal Mail on delivery or attempted delivery.

Europe are sent Royal Mail First Class and usually take up to 5-10 working days, but can take up to 15 working days depending on your local post service. 

Outside Europe, please contact us for shipping/delivery information. 
Outside of the UK, please note that your order may be subject to import duty and we cannot be held responsible for any import taxes or fees incurred on your order.

If you wish to cancel an order please inform us as soon as possible, if the order hasn't been shipped we can cancel it, unfortunately if the order has already been picked and packed we will charge a 20% restocking fee.

Not in for your parcel?  If you are not in to receive your parcel, Royal Mail will leave a calling card detailing what you should do to retrieve your order, although a calling card isn't guaranteed, we advise customers to contact their local delivery office if your parcel is late. You can phone ahead rather than having to travel to your local delivery office and they will be able to check to see if your parcel is with them, if the parcel is being held at the delivery office you can request a redelivery which is usually next working day.

If you fail to collect your parcel, the parcel will be returned back to us, and we will require postage to be paid again by yourself before re-shipping the parcel back out, as this is an additional cost to ourselves, through no fault of our own. We cannot claim back postage costs via Royal Mail for unclaimed parcels.If you do not wish to have the order sent back out to you and wish to have your order cancelled we will refund the order minus the shipping costs as well as a 20% restocking fee. If postage to get the order re sent out isn't paid within 45 days of the order date, and attempts of contact has been ignored, we will issue store credit.

If an incorrect shipping address is supplied, we are unable to refund or resend your order. If the parcel is undeliverable, and is returned to us, we can resend the parcel out if the additional postage cost is covered by yourself to the correct address. We are not able to amend details after dispatch.

Returns & Exchanges

If an item arrives damaged or faulty, we will happily offer an exchange if possible, or a refund if out of stock. Any damages must be reported within 48 hours of receiving your order together with a photo of the damage. 

If you change your mind on a product, and it is in new and unused condition, we will accept a return but the item must be sent via tracked shipping and the cost must be covered by you. We will not refund the original postage cost, and we will deduct a 20% restocking fee. We cannot accept returns after 30 days.

Please email ahead of returns and exchanges first for this to be agreed.

Damages
Unpack the parcel carefully and please bear in mind that these are fragile items. We inspect goods before they are despatched and cannot accept claims for damages that have not occurred in transit.
Damages in transit should be reported to us within 48 hours of delivery together with a photo of the damage, so that a claim can be made on the carrier. Any delay will mean that we are unable to make a claim on our carrier and therefore unable to accept your claim for compensation. We will advise you about returning goods and replacement goods will be sent out once the returns are received and checked.

Viewing Orders
Do not place orders just to view the items, unless we  have agreed beforehand.

 

 

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