UK & International Shipping Information

Please check HERE for specific Christmas Posting Information

For general information over the Christmas closure check HERE

General Information

UK Shipping

  • Order Value under £60 is £3.99 : 4-5 day service, but this is often 48 hours.
  • Order Value of £60+ : FREE UK SHIPPING
  • Express delivery UK is £6.75 : 1-2 day service, but this is often next day.

From 15th November, please allow extra time for handling and shipping

International Shipping

  • Please order any items you would like on the website, and the shipping cost will be calculated based on the weight of the goods in your basket at checkout.
  • Delivery charges will be stated clearly and prominently on the checkout page before you place your order.
  • Delivery charges do not include customs or import duties for which the customer is separately responsible.
  • If you email Customer Service relating to individual shipping quotes or confirmation of shipping prices, we will refer you to the matrix below, and for specific information relating to the goods you wish to buy, we will refer you to the checkout page where you must add your full shipping address to see accurate and specific shipping options.

Polite notice to our international customers:   We're sorry, Customer Service unfortunately cannot supply or comment on individual shipping: all shipping is quoted for by the website, according to the weight in your basket and the destination country you enter on the checkout page, for the parcel. 

  • The shipping services we commonly use for sending parcels overseas are Royal Mail, DPD and DHL. We also have a slower bulky service for large international orders.
  • Please ensure that the English alphabet is used for billing address, shipping address and matches the billing address of the method of payment. We cannot process orders in a non-English alphabet or language.
  • We're sorry doll furniture cannot be shipped internationally.

PLEASE NOTE, THAT THE BELOW TIMETABLE IS ACCURATE FOR MOST OF THE YEAR, AND FOR THE PRE-CHRISTMAS PERIOD OR AT TIMES OF BAD WEATHER IT IS NECESSARY TO ALLOW EXTRA TIME.

WE RECOMMEND AT LEAST ANOTHER 5-7 BUSINESS DAYS.

  

DELIVERY COSTS - INTERNATIONAL DESTINATIONS  
EUROPE: 3-6 WORKING DAYS REST OF WORLD: 5-13 WORKING DAYS AIR: 3-5 DAYS
LOCATION: PRICES FROM:  TYPICAL ECONOMY PARCEL: AIR EXPRESS PRICE:
    (based on shipping a 50cm Gotz Happy Kidz doll)
AUSTRALIA 14 £22 £38
AUSTRIA £13 £21 £28
BELGIUM £10 £12  
BELARUS £18 £25 £36
BRAZIL £16 £16  
BULGARIA £14 £22 £29
CANADA £12 £18 £32
COSTA RICA £17 £17
CZECH £12 £18 £28
DENMARK £10 £12 £27
ESTONIA £13 £18  
FINLAND £12 £18 £27
FRANCE £6 £6  
GERMANY £6 £6  
GREECE £12 £36  
GUERNSEY £4 £18  
HONG KONG £12 £19 £33
HUNGARY £12 £15 £22
IRELAND £13 £16  
ISLE OF MAN £4 £18  
ISRAEL £19 £30 £38
ITALY £13 £22 £27
JAPAN £16 £26 £36
JERSEY £4 £18  
KAZAKHSTAN £19 £30 £38
LATVIA £12 £20 £28
LITHUANIA £12 £20 £28
LUXEMBOURG £14 £14  
MALTA £15 £20 £28
MALAYSIA £16 £21 £36
NETHERLANDS £6 £6  
NEW ZEALAND 14 22 £45
NORWAY £10 £16 £32
PHILIPPINES £15 £15
POLAND £12 £18 £28
PORTUGAL £12 £20 £28
QUATAR N/A N/A £45
ROMANIA £11 £22 £28
RUSSIA £13 £21  
SAUDI ARABIA N/A N/A £45
SINGAPORE £12 £23 £36
SOUTH AFRICA £22 £22
SOUTH KOREA £16 £17 £33
SPAIN £12 £18 £28
SLOVAKIA £14 £17 £28
SLOVENIA £14 £17 £28
SWEDEN £14 £16 £30
SWITZERLAND £14 £15 £32
UNITED ARAB EMIRATES N/A N/A £36
UKRAINE £12 £26
USA £12 £20 £27

 There are some countries that we CANNOT ship to, and this list can be added to at any time:

 

A B C D E F G H I J K L
Afganistan Bahamas Cabo Verde Djibouti Ecuador Falklands Gabon Haiti India Jamaica Kenya Laos
Algeria Bahrain Cambodia Dominica Egypt  Figi Gambia Honduras Indonesia Jordan Kiribati Lebanon
Andorra Bangladesh Cameroon Dominican El Salvador Georgia Hungary Iran   Kosovo Lesotho
Angola Barbados Central African Republic Equatorial   Ghana   Iraq   Kuwait Liberia
Antigua Belize Republic   Guinea   Grenada   Iceland   Kyrgyzstan Libya
 & Barbuda Benin Chad   Eritrea   Guatemala   Iceland   Liechtenstein
Argentina Bhutan Chile   Ethiopia   Guinea          
Armenia Bolivia China       Guinea-Bissau          
Azerbaijan Bosnia Colombia       Guyana          
  & Herzegovina Comoros                  
  Botswana Democratic                  
  Brunei Republic of                  
  Burkina Faso The Congo                  
  Burundi Republic of                   
  Crimea                  
    Cote d'Ivoire                  
    Croatia                  
    Cuba                  
    Cyprus                  
                       
M N O P Q R S T U V Y Z
Macedonia Namibia Oman Pakistan Rwanda Saint Kitts & Nevis Taiwan Uganda Vanuatu Yemen Zambia
Madagascar Nauru   Palau     Saint Lucia Tajikistan Uruguay Vatican City   Zimbabwe
Malawi Nepal   Palestine     Saint Vincent & Tanzania Uzbekistan Venezuela    
Maldives Nethelands Antilles Panama     The Grenadines Thailand Ukraine,  Vietnam    
Mali Nicaragua   Papua New     Samoa Timor-Leste if Crimea      
Marshall Islands Niger   Guinea     San Marino Togo      
Mauritania Nigeria   Paraguay     Sao Tome &  Tonga      
Mauritius North Korea   Peru     Principe Trinidad &         
Mexico         Senegal Tobago        
Micronesia           Serbia Tunisia        
Moldova           Seychelles Turkey        
Monaco           Sierra Leone Turkmenistan      
Mongolia           Solomon Islands Tuvalu        
Montenegro           Somalia          
Morocco           South Sudan          
Mozambique           Sri Lanka          
Myanmar           Sudan          
            Suriname          
            Swaziland          
            Syria          
                     
                     

Wishing all our customers a Merry Christmas and a very Happy New Year!

Christmas: Last Posting dates Updated 20th December 2019 to include an extra day we will ship to you in UK: 23rd December if orders are placed before 12pm




We are shipping on Friday 20th December. Our DPD express service courier is expected to have parcels reach their mainland UK destinations before Christmas if goods are ordered before 12pm on Friday 20th December. Please choose Express shipping at checkout.
Orders placed after that, and  by the morning of 23d December, may also reach their mainland UK destinations before Christmas, but in some cases they may not.

The Customer Service office will be closed from Friday 20th December - Monday 6th January, but our warehouse will be open on Monday 23rd December until 12pm, and and will ship all UK orders received over the weekend and by Monday 12pm.

All Orders from now on for outside UK will be shipped from 6th January when the office and warehouse reopen.

Important Notes:

Extended right to return your order for orders placed on or after 6th December 2019, to 10th January 2019.

NB the warehouse will be closed between Monday 23rd December 2019 and 2nd January 2020. Please ensure parcels are NOT presented for delivery during these dates.

UK

12pm Friday 23rd December

Europe including Republic of Ireland DPD by Road-- 

8am Thursday 12th December

Eastern Europe including Non-EU

8am Friday 6th December

Russian Federation

8am Thursday 14th November

Rest of the World Economy or Standard Service* 

8am Wednesday 27th November

Rest of the World DHL Express 

8am Friday 13th December

 

*Based on our experience parcels take much longer to reach their international destinations when ordered in November and December, and should goods needed for Christmas should be ordered as early as possible. We always dispatch quickly, but we have no control over the parcel and the service after it has been dispatched.

If you have missed the economy date as advised above, then choose the express shipping method at checkout (if offered, if not offered please assume after Christmas delivery) as the parcel has the best chance of reaching you on this service if the order is needed before Christmas. A variety of shipping options are available at the time you order your goods.

Parcels may arrive after Christmas if bad weather, customs delays and other such situations are present on the route your parcel is taking, or if the postal service is not operating smoothly.

We will provide tracking information but please be advised that after the parcel has been shipped we only have information based on label scans and if there is no scan, then we have no further information. Procedures of the relevant postal service will be followed for any lost parcel claims.

General Queries 

Purchases can be made on the website throughout the Christmas to New Year period. Any orders placed will be posted on the next scheduled posting date in the order they were placed.

Packaging is plain and does not reveal the contents. 

If you would like any further help or clarification please email us and we will respond quickly.

We offer some answers below to the most common queries. 

My parcel hasn't arrived?

Please log in to your My Doll Best Friend account, click the invoice number and read the status update. Delivery information including any relevant tracking information for your order will be available there. 

Royal Mail

To track Royal Mail items, go to:

https://www.royalmail.com/track-your-item

If the parcel was shipped by Royal Mail, please check if it is at your Royal Mail depot.

To find your Royal Mail depot, go to:

http://www.royalmail.com/depot-finder

If you have missed a delivery and would like a redelivery, go to:

http://www.royalmail.com/personal/receiving-mail/redelivery

To book a redelivery online, go to:

https://www.royalmail.com/personal/receiving-mail/redelivery/book

Note: It's a good idea to check with your neighbours to see if a parcel has been left with anyone. 

When is the next shipping date after closure?

Our next shipping date is 6th January. You may order on the website throughout the Christmas and New Year period and we will ship your goods after 6th January.

Can I speak to someone about my query?

Our phone lines will reopen on 6th January. You will be able to contact us by using the Contact Us form. Emails will be checked during the holiday period, except on the Bank Holidays. We will do our best to assist you with any query or concern. We may need to contact a supplier and this may not be possible until companies reopen in January. 

Can I return my unwanted gift?

The Terms & Conditions is full of helpful information about returning items. We will extend our returns period until 10th January for unwanted Christmas presents. Please ensure that the gifts are in their original undamaged packaging for returns if a refund or exchange is required.

My item is faulty, what should I do?

If you have received a defective item please Contact Us to briefly explain which item and what is wrong with it. Include your full name or order number when you tell us about the fault. We will reply to you, and may ask for a couple of photos so that we can better understand the problem and discuss it with the manufacturer to find a solution.