Frequently Asked Questions

Some people are buying both Willow and Sommer because they registered to buy 'Willow & Sommer'. They are in the Willow & Sommer group. Other people registered to buy 'Willow only' and they are in the Willow only group. Everyone else who registered...

You need to have a customer account so that we can make the dolls visible to your customer account. The dolls are not visible to everyone else who visits the website.

It's going to take a while. We will then post a message here in the Chosen FAQ section, and we'll post on Facebook too. 1st July: we are still awaiting payment from customers.

Initially, we contacted European Union customers, in all 3 groups (Willow & Sommer, Willow only, Sommer only), as those orders needed to leave quickly due to changes in EU VAT rules. Subsequently, we are contacting the Willow & Sommer group ...

No, everyone has one registration.

No, the Chosen dolls are for immediate shipping. Please do not use Partial.ly to pay at checkout.

We may do in the future. The website can be reinforced for high traffic, as high traffic would be expected. However, some customers would then buy a lot of dolls. With limited editions they are sold out quickly to a few customers who resell them.

No, there is not a waiting list as such. There are 3 groups: Willow & Sommer Willow only Sommer only Registrations in each of these groups were randomised (ie put into a random order, so that it didn't matter when you registered) and we work...

It's the dolls that are Chosen. If the demand is greater than the supply of 250 dolls, then there isn't a doll for everyone. We randomise the registrations, which means we reorder them and work from the top of the list down, to give everyone a fair...

Our prices already include VAT which we pay to the European Union, so you do not have to do this! This means that our prices are final and your order will leave our warehouse and be sent directly to your shipping address - just like when the UK was in the EU. You will not have to pay anything extra. There will be no duty, no tax and no administration fee when your order enters an EU country.

We confirm you will not have to pay extra VAT if you buy from My Doll Best Friend.

The government of your country and the European Union advises that you have to pay VAT on imports from the UK because that is the default legal position. Generally companies will not go to the effort of making these tax arrangements so the default legal position is advised by the government's website.

However, My Doll Best Friend has made arrangements to collect VAT at the checkout and pay this to the European Union, so you do not have to. 

This avoids unecessary delays and charges for you and allows your parcel to move quickly in transit directly from our warehouse to your front door.

Our prices are final and there will be no extra charges applied by any country in the European Union.

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.

Go to partial.ly/login . Login with the email you use at My Doll Best Friend. Clicking the 'make a payment' link by your plan. Make the balance of payment. Once we receive the balance of payment we will send your order.

It is possible to cancel your Partial.ly plan. There is a cancellation fee for cancelling which you can read more about here: https://www.mydollbestfriend.co.uk/payment-methods/instalment-plan-partial-ly/   If you want your order but want it quicker...

We offer two types of spread payments. With Klarna you receive your order straight away. Klarna is only available to customers in the UK.

With Partial.ly you receive your order when you have made the final payment, typically after 3 months. Partial.ly is available to all customers, including our international customers.

Read more:

Klarna - Pay in 3

Partial.ly Instalment Plan

Unless the item is now in the Sale and it wasn't last time, then assume the price is the same in British Pounds and any decrease in price is due to currency fluctuation.

We offer two types of spread payments. With Klarna you receive your order straight away. Klarna is only available to customers in the UK.

With Partial.ly you receive your order when you have made the final payment, typically after 3 months. Partial.ly is available to all customers, including our international customers.

Read more:

Klarna - Pay in 3

Partial.ly Instalment Plan

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.

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.

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.

We support these browsers: PC (latest version available) - Chrome - Firefox - Edge - IE Mac (latest version available) - Chrome - Safari

We support these devices: Mobile devices (latest software version available) - iPad 2 - iPhone 7 - Samsung S6 (phone) - Samsung S6 (tablet)

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.

By all means give us a try! We take calls and answer as we can, but specialist doll consultation is not something we promote as being available all the time. The best person to have the conversation with might be unavailable at the time your call. Our friendly receptionist will ensure that you do not go through to voicemail between 8.30am and 6pm Monday to Friday, and will happily take your  message if no one is available. Please give them your name and email address so that we can reply to you. Giving them an order number also helps us enormously!

There is a pre-order form for all dolls that can be ordered in if they are not listed as available on the website, and you will find the pre-order form here: Pre-Order Form. If the form is unavailable when you click the link, then we have no dolls available for pre-order.

We do not offer any of these services. Facebook doll groups, Ebay and doll auction sites may provide you with the information you seek. Good luck!

If you purchased your doll from My Doll Best Friend then please contact Customer Service. Otherwise we regret to inform you that we do not offer a doll repair service, and therefore we cannot repair your doll or send it away to be repaired, even if we offer the same doll brand. Currently we do not know of a doll hospital to recommend, but this section will be updated if we find somewhere reliable for you to send your doll for repair.

If a doll is no longer in stock it will be hidden from the website as we do not allow out of stock items to show up in search results. As soon stock is added to the inventory the product listing will pop up on the website again!