Damaged or Faulty Goods 

In the unlikely event that you receive an item that is damaged or faulty, we can offer a full refund within 30 days of the customer receiving the order. We simply require photographic evidence of the damaged/faulty item with tracking number.
 
To return a damaged or faulty item is free of charge, please Contact Us with your name, address & order number and our customer service team will help you.
 
Once the item has been received and inspected by our customer care team, you will be notified that a refund has been issued and feel free to order the item again from our website.

Returning an Order

Sometimes you just don't want to keep an item, and we understand that. If you've changed your mind and want to cancel your order, we ask that you contact our customer service team and return the item in its original packaging with the security ties unbroken within 30 days to:
 
My Doll Best Friend Ltd, Building O3, ICS House Complex, Hall Road, Heybridge, Maldon, Essex, CM9 4NF 

Unfortunately, we aren't able to cover the cost of returning unwanted items, so the postage cost of returning these items is the responsibility of the customer. Please ensure that you obtain proof of posting as items being returned are the responsibility of the customer until the items reach our offices.
 
Once the item has been received and inspected by our customer care team, you will be notified that your refund has been issued. Please note the item must be returned with the original packaging, as new, unused, and free of defects.
 
If you cancel your order before the items are shipped out a refund will be issued right away.

This depends on what is in your basket, and where you want it to be shipped. The best way to check how much it will cost for what you want to be sent to you is to add it to your shopping basket and proceed to checkout. A shipping price will be added to your shopping basket based on the weight and dimensions of the final parcel when you enter your shipping country.

Another option is to consult our Delivery page.

We do not repackage any items. All items are shipped inside their original manufacturer's display packaging, so you have safety information, manufacturer's details, and so that items arrive in perfect condition. Customs have the information they need on the packaging. We then place your purchases inside one or two plain brown shipping boxes for transit.

Your basket is too heavy! Imagine if a customer put everything on the website in their basket and tried to checkout! Solve this dilemma by adding a sensible amount of items and refreshing the browser. A shipping price will be offered when the basket is within the weight allowance. Typically we can ship up to 5 dolls in one order, to give you an example.

If your order hasn't shipped yet it might be possible for us to add something to the parcel. We recommend that you first email us as quickly as possible with your name, order number and name of additional item that you would like. If it is possible we will hold your original order whilst we reply to you and make arrangements. We will ask for you to place an online order for the extra item and refund postage on the second order, or make a partial refund if the extra item will increase the original shipping cost. We do not add items to existing orders via email communication; all additional items must be ordered and paid for through the website. This keeps the stock inventory accurate 24/7 which is important for customers buying throughout the world, and in different time zones. Sometimes it is too late for us to add an item, or it significantly changes the customs documentation and shipping cost that we may refuse to do this. Please kindly understand. We will advise you what to do in the event we cannot add an extra item to the order.

Please treat adding an item as an exception rather than a rule as it involves a lot of manual intervention.

We have written a separate Patterns FAQ, please click here.

We use the English language and Customer Service will only reply in English. Only write on the website pages and checkout page in the English language. Do not use any symbols!

The order will fail and we will not receive payment if you use a non-English alphabet.

All correspondence and shipping addresses must be typed in English, and in the English alphabet.

What you need to do is make your browser 'forget' it knows the website. The old cookies are stopping you from logging in, adding items to your cart and moving from one page to the next - that sort of thing. 

You will need to 'clear your cache' and delete the cookies. After that open a new window and search for My Doll Best Friend. 

If it doesn't immediately work as it should then just allow 15 minutes to an hour and there should be no problem shopping on the site. It gives time for new cookies to be allowed on your device. Alternatively, access from a device where you haven't bookmarked the website/ or where the cache isn't storing out of date cookies.

If we don't have other errors reported of the type you refer to and are unable to replicate the problem you are experiencing, it is likely to be only at the user end. 

Some trouble shooting tips you can try are:

• close the window down and open it up in a new browser
• try a different browser, for example Chrome or Firefox...
• reboot the computer
• try to place the order on a different device

Google search gives information regarding specific error codes you can usually find out more detailed information, and often what needs to be done by typing the error code into Google.

If you wish to contact us with your concern, please include the following information:

1. What operating system are you using (windows, Apple, etc)
2. What version of operating system are you using (windows 10.0.1 for example)
3. What Internet Browser are you using (Internet Explorer, Safari, Firefox, Chrome, etc)
4. What version is your internet Browser.
5.  Are you using a Laptop, Tablet or mobile device, if so which one.
6. What were you doing when the error occurred
7. Try rebooting your device, refreshing your browser, do you still get the same error.
8. What payment method are you trying.

My Doll Best Friend is an internet-only business. We do not have shop premises where products can be viewed and purchased. Stock is warehoused, so with regret any viewing or photographing of items is not possible.