Frequently Asked Questions
Do you ship internationally?
Do you ship internationally?
We do and the best way to check if we ship to your country is to add an item to your basket and proceed to checkout. A shipping price will be added to your shopping basket if we ship to your location.
Do you ship internationally?
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 location.
How much is this doll in USD, EUR? Why does my invoice state one amount and my bank charge me more?
Our prices are in GBP £ British pound sterling. Any prices you see in other currencies are just direct rate exchanges taken from Google Finance at 2.30am on a daily basis. There will be additional charges that your bank will make as they will use a less advantageous currency exchange rate in order to make their profit, so you will pay more than you see on our website.
At the very top of the website there is a grey stripe. In the grey stripe is a currency symbol. Click this. Now you see currency options. There is £, $ and Euro.
Can I see the dolls?
My Doll Best Friend is an internet only business. We do not have shop premises where products can be viewed and purchased. Stock is not stored at our office address, but in a safe distinctly separate location, so with regret any viewing 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.
There was a doll on the website but now I can't see it, why is that?
Do you take telephone orders?
We do not currently operate a telephone ordering service due to the extensive online nature of this business. If you are having any difficulties with online payment please send an email to our Customer Service team who will be happy to help. Please allow for any difference in time zones where applicable.
Can I write to you in a non-English language? Can I create my order using a non-English alphabet?
We cannot respond helpfully to correspondence in any other language but English and staff will only reply in English. We cannot accept orders where the address is not legible to our team of packers, or our UK postal service. All correspondence and shipping addresses must be typed in English, and in the English alphabet.
Do you offer layaway?
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.
I am trying to place an online order and I am receiving an error message/ the order is not completing. What should I do?
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 placed an order online, but now I've thought of somthing I'd like to add, what should I do?
If your order hasn't shipped yet it is 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.
Can you help me identify or value an existing doll in my collection?
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.
Open an account on the website. Log in to the account and head over to the forum or blog to comment. If you have any difficulty making a comment change your password. You will be able to change it back to your first choice once you gain access. The reason why you might need to go through the process of changing your password is because the shop site is built in Magento and the blog/forum site is built in Wordpress. Effectively there are two platforms working together but both will require an inital log in. After you have done this you should never need to do it again and will be able to move freely around the whole website.