Extended return policy for orders placed in December until January 6, 2024

Place your order before 23rd December at 1pm for pre-Christmas dispatch.

There will be no customer service email response between 24th December and 5th January.

If you need to email us while we are closed, please just do it once and we will reply on our return on 6th January.

Orders in and out of the warehouse for dispatch and returns will follow this timetable:

December, 20 - All orders dispatched as normal
December, 21 – Closed - order online
December, 22 – Closed - order online

December, 23 – Last Christmas orders will be dispatched, if placed by 1pm
December, 24 – Closed - order online
December, 25 – Closed - order online
December, 26 – Closed - order online
December, 27 – Orders will be dispatched in sequence, as many as we can!
December, 28 – Closed - order online
December, 29 - Closed - order online
January 1, 2025 – Closed - order online
January 2, 2025 – Closed - order online

January, 3 – Closed - order online
January, 4 – Closed - order online
January, 5 – Closed - order online
January, 6 – Customer service and warehouse both open and responding to orders and queries in sequence. Please bear with us this week!

Find your tracking information with your order number HERE.

If you see 'sorry no quotes available' please reduce the weight of your basket and refresh the page.

We use Royal Mail Tracked 48, DPD Express and DHL Express for shipping within the United Kingdom

Delivery to Europe and other international destinations is by Landmark Global, or UPS Express.

Our aim is for dispatch on the same day for orders placed before 1pm GMT

Processing time is extended pre-Christmas.

If you see 'sorry no quotes available' please reduce the weight of your basket and refresh the page.

£5.95 Royal Mail Tracked 48

£6.95 DPD Express/ DHL Express

FREE offered from £50 order value *Best Way

Estimated delivery in 1 - 2 days for DPD Express and DHL Express, 2 - 5 days for Royal Mail, and 1 - 5 days Free *Best Way

Free UK shipping is available for orders of £50

Standard Royal Mail Tracked (48 hour) UK Delivery option is £5.95, and aims to have your parcel within 3 - 5 working days.

Please note, orders placed after 1pm on Fridays will not be dispatched until the following Monday.

Express (1 - 2 days)  is £6.95, and DPD Express and DHL Express aim to have your parcel with you the next working day if you order before 1pm.

Next day delivery is not guaranteed but in 95% of cases according to both couriers the parcel is delivered on the next day.

Please note, orders placed after 1pm on Fridays will not be dispatched until the following Monday. Express orders will be delivered Monday - Friday.

We may use an alternative courier and this may lead to altered delivery times.

Delivery may take an extra 1 - 2 days to non-mainland UK locations, including. N. Ireland, islands and Highlands. 

It is your responsibility to track the parcel ensuring it is delivered to you. If this parcel is refused or returned due to non-delivery and inbound postage charge of £6.95 will be applied for a refund is issued.

In the meantime, check out our Ebay shop: https://www.ebay.co.uk/str/mydollbestfriend

We use Ebay's Global Shipping Programme so all tariffs are included.

Shipping to the United States has been suspended 04.04.25.

It may be reinstated in the future.

Australia £35, £65

7 - 9 days

Canada £25, £48

New Zealand £40, £70

9 - 12 days

Estimated delivery in 7 - 12 days

Germany, France, Belgium, Netherlands, Switzerland

£18

Estimated delivery in 4 - 9 days

Also see our EU shop: Pop In The Doll Shop

Austria, Bulgaria, Croatia, Czech, Denmark, Estonia, Finland, Greece, Hungary, Ireland, Italy, Kazakhstan, Latvia, Luxembourg, Norway, Poland, Portugal, Lithuania, Romania, Slovakia, Slovenia, Spain Sweden, Turkey

£27

Estimated delivery in 7 - 14 days

Also see our EU shop: Pop In The Doll Shop

Ukraine £25, £40

Estimated in 9 - 14 days

Russia £29, £42

Estimated in 9 - 14 days

It is our understanding that an order containing a product manufactured in China and imported to the USA from February 2025 will give rise to the levy of a 10% tariff on the value of the whole order upon reaching the USA. This is not included in the amount you pay at checkout and will be requested by the courier prior to delivery. We advise you there is also usually also a customs duty clearance fee. Please familiarise your responsibility as the importer here. 

Orders below 1000 Australian dollars being sent to Australia will not incur any duties to be paid.  Please see full information regarding this here.

Customers requesting shipment to Canada, in most cases you will pay Canadian taxes on your order, and carriers may charge a handling fee. Please see information about taxes here.

Customers wanting delivery to Romania will need to provide us with their EORI number for Romanian authorities to calculate any taxes and for the import to proceed. If you do not have one you can easily obtain one from The General Directorate of Customs in Romania.

This is based on My Doll Best Friend's understanding of current rules (and customer feedback).

All our overseas parcels are clearly marked as personal purchases.

Customers are responsible for the importation of products into their country and must obey the regulations set by that country. Parcels may be subject to import duties and tax, which are levied once a shipment reaches your country. Any additional charges for customs clearance are the customer's responsibility. Unfortunately, My Doll Best Friend has no control over these charges and cannot predict the amounts charged.

EU customers please note the following costs you may encounter on delivery:

As of 1 July 2021, items imported to the EU with a value of €22 or less became no longer exempt from VAT.

Goods and gifts will be subject to VAT, custom duties and clearance fee.

Local postal services and carriers are also charging a handling fee.

These costs are unfortunately out of control and are the responsibility of the customer and as such we are not able to refund shipping costs on any overseas orders that are declined because of customs charges.

All refused or undeliverable orders create an inbound shipping cost equivalent to the outbound shipping cost. This will be borne by the customer and outbound and inbound shipping costs will be deducted before any refund is made when the parcel arrives back at our warehouse.

Tracking is provided for all orders. Once we have dispatched your order, you will receive an email containing your tracking number, and a link to track your parcel using the courier's tracking service.  The courier may additionally send you tracking updates via email and SMS text message.

Customers with a My Doll Best Friend Account will always be able to log in to the account and see tracking information.

Customers who ordered as a Guest can track their order here: Guest Order Tracking

If you do not see your order in your account because you ordered whilst not logged in, contact us, we can associate it with your account.

Your order will be sent the same day, if ordering before 1pm.

For International orders, orders are grouped and will leave every 1 -2 days.

Guest Order Tracking

Your items will be sent the next working day.

For International orders, orders are grouped and will leave every 1 -2 days.

Exceptions will apply during the very busy pre-advent and advent season, when the warehouse team will endeavour to process and dispatch orders as fast as possible, but will require an extended processing time.

It is unlikely we will be able to cancel your order, but if you want to email us, we will advise you.

Your order will be sent in an unmarked brown box.

We aim to deliver standard UK delivery orders in 2 - 3 days and priority UK delivery orders the next working day. Please wait up to 7 days for Standard UK deliveries, 16 days for overseas orders – just because every so often courier parcels can be delayed with the postal service due to very high volumes.

Standard Delivery by PostNL, GLS or UPS

• Netherlands 1 day
• Belgium, Germany 1 - 3 days
• France 2 days
• Eur 1 AT/LU/CZ/PL 2 - 3 days
• Eur 2 DK/SE/FI 2 - 4 days
• Eur 3 IT/ES/PT/IE 2 - 4 days
• Eur 4 HU/HR/EE/LT/LV/RO/SI/SK 3 - 6 days
• Rest of Europe 3 - 6 days
• NO/CH 2 - 5 days
• US 2 days
• Rest of World 2 - 5 days