Frequently Asked Questions

Our FAQs have been put together based on our wealth of experience of running an online doll business since 2012. We serve UK and many international countries so we have answered most questions you might think of. If you cannot find the answer, please contact Customer Service and we'll be glad to help during weekdays.



Chosen Limited Editions Questions
Have you contacted everyone about Willow & Sommer?
Update 28th July: We're now waiting for all those we have written to, to reply.
Everyone has 5 days from when we write to them to make their purchases, and if we don't hear from them then we will remove them from the group and write to the next on the list in their group (groups: Willow & Sommer, Willow only, Sommer only).
There are about 50 open letters, so there will undoubtedly be many more letters written during this week.
Why are some people buying 2 dolls?
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...
Why do I need to have a customer account?
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.
When will I know I am not going to get a doll?
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.
Why are you contacting the 'Willow & Sommer' group first?
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 ...
Are my chances of getting a doll higher if I register for both dolls?
No, everyone has one registration.
Can I pay for my Chosen dolls with layaway
No, the Chosen dolls are for immediate shipping. Please do not use to pay at checkout.
Why don't you just sell Chosen dolls on the website, first come first served?
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.
Is there a waiting list?
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...
Why was I not Chosen?
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...
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Brexit & European Union Customers
I live in the European Union, will there be extra charges if I order from My Doll Best Friend?

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.

My government's advice page states that after Brexit I will have to pay tax on imported orders from the UK, so why are you saying I will not have to pay VAT if the government's page says I will have to?

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.

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How much will shipping cost to my location?

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.

Can you repackage my items to save me shipping cost?

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.

Why can I see "Sorry, no quotes are available for this order at this time." on the checkout page?

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.

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How do I pay off my balance?
Go to . 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.
Can I cancel my plan?
It is possible to cancel your plan. There is a cancellation fee for cancelling which you can read more about here:   If you want your order but want it quicker...
Do you offer layaway?

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

Read more:

Klarna - Pay in 3 Instalment Plan

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Why is an item I have just purchased now cheaper/ more expensive than it was yesterday/ last week?
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.
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Instalment Plan
Do you offer layaway?

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

Read more:

Klarna - Pay in 3 Instalment Plan

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Buying & Sending Gift Wrapped Orders & Cards
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Technical Problems
I am trying to place an online order and I cannot proceed to checkout. What should I do?

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.

I cannot log in to My Account, what should I do?

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.

Can I write to you in a non-English language? Can I create my order using a non-English alphabet?

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.

Do you support the browser I am using on my device?
We support these browsers: PC (latest version available) - Chrome - Firefox - Edge - IE Mac (latest version available) - Chrome - Safari
Do you support the device I am using?
We support these devices: Mobile devices (latest software version available) - iPad 2 - iPhone 7 - Samsung S6 (phone) - Samsung S6 (tablet)
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Advice about Dolls
Can I see the dolls or can I visit your shop?

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.

Can I talk to someone for advice about dolls?

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!

Can I buy a doll that I do not see on the website?

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.

Can you help me identify or value an existing doll in my collection, or will you buy it from me?

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!

Can you repair my doll? Do you know of a doll hospital?

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.

There was a doll on the website but now I can't see it, why is that?

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! 

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See prices with or without tax according to your location.